Firms in multiple industries collect customer satisfaction data to measure service performance. Increasingly, however, many firms are now able to collect objective service performance data as well. This raises the question of whether measuring customer satisfaction is valuable to firms when objective service performance data are available. The authors answer this question via the use of unique ...

Recent advances in communication technology are changing the way that traditional banking is done. Technology has added a new dimension to the competitive pressures that are already reshaping the banking industry. The resulting changes will have a great impact firstly on the reconfiguration of a bank branches network according to the dictates of the market, secondly on the design of new product...

the purpose of this paper is to identify the factors of customer satisfaction in export development bank of iran (edbi). in this study, purposive sampling technique was employed to recruit 50 customers classified as government service holder, private service holder and businessmen from all edbi branches. we have done kaiser-meyer-olkin measure of sampling adequacy, bartlett's test of sphericity...

This study empirically examines the acceptance of new information systems in a commercial bank environment. The modified technology acceptance model is used to examine organizational acceptance, staff satisfaction, superior satisfaction, customer satisfaction, system reliability, user friendliness, perceived usefulness, and perceived ease of use. The results show perceived usefulness and percei...

We measure the links between store attribute perceptions and customer satisfaction, and between customer satisfaction and sales performance, in the food retail sector. Our data set consists of six waves of customer satisfaction and sales information for about 250 stores over the period 19982001 for a publicly held supermarket company. We construct a statistical model to address nonlinearities a...

In this paper, we study the effect of information-technology (IT) investments on firms’ customer-satisfaction performance. Although much of the prior work on the business value of IT at the firm level focused on financial and accounting measures, this paper explores the effect of IT investments on more qualitative outputs, such as improved customization, product variety and customer convenience...

quality of products and services is considered as a key factor for customer satisfaction. quality function deployment (qfd) is known as a critical tool for translating voice of customers to prioritize technical requirements of a production. the level of this satisfaction depends on the number of fulfilled requirements. it should be noted that this level varies according to the possible constrai...

Purpose – This research seeks to explore the factors predicting customer loyalty in retail banking. Loyalty was measured in terms of a customer’s willingness to recommend a bank and their intention to remain with their main bank short-term (in the next six months) and long-term (from six months to five years). Design/methodology/approach – The study was based on a mail survey of 1,951 individua...