This study applies the information system success model to analyze the website quality of a restaurant (the website of T.G.I. Friday’s as the research case). Website quality was analyzed according to three dimensions: information quality, system quality, and service quality. Customer perceptions related to losses and gains due to website quality were assessed to determine whether such perceptio...

Synopsis This paper examines the impact of customer expectations on the management of public leisure services, arguing that public leisure providers will need to shift their attention from the management of service quality, to focus on the management of customer expectations of their services. Improving the quality of public leisure services has been a goal for successive governments; quality m...

Customer complaints measure consumers’ dissatisfaction with the quality of a product or service. If product quality is unobservable ex ante, customer complaints may be driven by expectations as well as by the actually experienced quality level. I test whether the level of quality that could be expected prior to consumption affects the number of customer complaints after controlling for – ex pos...

This study is primarily intended to verify the effects of service quality on the customer loyalty using the customer satisfaction as a mediator. Focus on the population of Taiwan's Watsons Personal Care Stores, a total of 395, to adopt a Stratified Random Sampling for sampling with totally sending out 850 copies of mailed questionnaires with a receipt of 228 copies valid response questionnaires...

Introduction: Customer Quality (CQ) refers to customer’s characteristics and is related to the consumer knowledge, skills and self confidence in active participating in care process and life style improvement. This study was aimed to assess customer quality among people with Rheumatoid Arthritis (RA) according to the patients’ perspective. Materials and Methods: This cross-sectional study was c...

Claims have often been made that the quality of online customer experience web site ease of use, selection of goods offered, quality of customer service, the effectiveness of virtual community building, and site personalization are crucial to the success of e-commerce firms. If differences in the quality of online customer experiences provide a long-term competitive advantage, we would expect a...

This study examines the relationship between hotel customer loyalty and service quality, value, trust, satisfaction. It aims to validate a previously unidentified theoretical model in Indonesian hospitality industry. employs quantitative approach. First, survey was distributed 181 guests of four-star hotels Jakarta. Information regarding satisfaction gathered through surveys. Then, PLS-SEM util...