This paper investigates how the quality of certain attributes of e-commerce systems ― such as information quality, system quality, and service quality ― can be leveraged to enhance business benefits as indicated by customer commitment and customer retention. This study argues that relationship quality, a concept encapsulating the ideas of both trust and satisfaction, is crucial for transferring...

Customer complaints are related to the actual quality of a product or service. If product quality is unobservable ex ante consumers base their purchasing decision on the expected quality. Then, deviations of actual quality from expected quality may determine decisions to submit customer complaints. I test different hypotheses about the effect of actual quality, expected quality, and the differe...

nowadays, with increasing service industries, service marketing and service quality have become an important challenge to organizations. the attempts of organizations in this situation are witnesses to this matter. in the past years, the organizations tried to reach service quality appropriation and satisfaction of self-external customers by concepts and approaches of external marketing. one of...

Customer service and quality are driving forces in the business community. As higher education institutions strive for better service quality, the assessment of educational service quality is required to provide feedback. This study analyzes the relationship between service quality and its dimensions that lead to customer satisfaction in higher education. The sample was drawn from 22 different ...

This study aims to determine and analyze the effect of service quality customer relationship management on loyalty mediated through satisfaction. research was a survey with data collection is questionnaire. The population in this are customers who use IndiHome fixed broadband services Special Region Yogyakarta. used primary obtained from answers 130 respondents purposive sampling method. analys...

We develop a framework to estimate the impact of service quality on expected customer lifetime value (ECLV) in non-contractual settings. Based on a latent attrition model, we incorporate covariates that reflect the quality of service requested and received for each transaction. We find that service quality affects customer lifetimes asymmetrically, with the failure to meet customer expectations...

Background and Objectives: The increasing pressure on health systems to improve quality of health care, require them to develop novel conceptual framework and indices aimed at evaluating decision variables in the contemporary complex community. Customer Quality is a newly introduced concept addressing capability of patients in contribution to healthcare process and cooperation with healthcare p...

Taking Lushan Hot Springs Recreational Area as an example, this research explores the relationship between hot springs hotels’ service quality, customer satisfaction, customer loyalty and lifestyle. Research outcomes indicate that hot springs hotel operators need to enhance customer satisfaction in order to improve customer loyalty directly or enhance service quality in order to improve custome...

The purpose of this study is to provide a casual model to explain the effect of relationship quality on customer loyalty via mediating effect which night provided by customer satisfaction. The proposed casual model of three variables is developed. Structure equation modelling is conducted to explore customer group homogeneously and examine the mediating effect. The results indicate that relatio...