This research has proposed a conceptual framework to investigate the effects of customers’ perceived service quality, trust, and customer satisfaction on customer loyalty. To test the conceptual framework, structural equation modeling (SEM) has been used to analyze the data collected from 304 customers of a major private telecommunication company operating in Bangladesh. The results of the stud...

information & communication technology(ict) is regarded as a means to rural sustainable development in order to reduce poverty, bridge the digital divide and prevent the migration of people from rural areas to cities. to achieve these goals and to deliver governmental services and other essential services needed by rural communities, ten thousand rural ict centers with an investment of $ 280 mi...

A new model and solution for the energy minimizing vehicle routing problem with time windows (EVRPTW) and customers’ priority is presented in this paper. In this paper unlike prior attempts to minimize cost by minimizing overall traveling distance, the model also incorporates energy minimizing which meets the latest requirements of green logistics. This paper includes the vehicles load as an ad...

One of the basic concepts in marketing is the concept of meeting customers’ needs. Since customer satisfaction is essential for lasting survival and development of a business, screening and observing customer satisfaction and recognizing its underlying factors must be one of the key activities of every business. The purpose of this study is to recognize the drivers that effect customer satisfac...

Although firms have invested significant resources in implementing enterprise software systems (ESS) to modernize and integrate their business process infrastructure, customer satisfaction with ESS has remained an understudied phenomenon. In this exploratory research study, we investigate customer satisfaction for support services of ESS and focus on employee skills and customer heterogeneity. ...

This article purports to investigate the relationship – in an empirical way – between the various key performance indicators currently used for the management of call centers in Brazil and customer satisfaction. In this context, a set of call centers rendering services to a telecommunications company will be analyzed in order to verify which of their indicators are positively associated with cu...

This article purports to investigate the relationship – in an empirical way – between the various operational indicators currently used for the management of call centers in Brazil and customer satisfaction. In this context, a set of call centers rendering services to a telecommunications company will be analyzed in order to verify which of their indicators are positively associated with custom...