This paper attempts to develop a reliable and valid instrument of measuring Internet banking service quality in India, and also analyses the impact of Internet banking service quality dimensions on the Overall Internet Banking Service Quality and customer satisfaction. Given the exploratory nature of this research, extant literature survey, focus group discussion and expert interviews were used...

Products are now developed based on what customers desire, and thus attractive quality creation has become crucial. In studies on customer satisfaction, methods for analyzing quality attributes and enhancing customer satisfaction have been proposed to facilitate product development. Although substantial studies have performed to assess the impact of the attributes on customer satisfaction, litt...

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...

R in consumer psychology shows that customers seek reasons for service failures and that attributions of blame moderate the effects of failure on the level of customer satisfaction. This paper extends research on service operations failures by hypothesizing that attributions of blame also affect what matters to the customer during service failures. Specifically, we hypothesize that the relative...

a r t i c l e i n f o The existing operations management literature has extensively investigated the associations between customer satisfaction and firm performance. However, how to improve customer satisfaction through employee empowerment, service reward, and service training has rarely been investigated. In this research, we tied human resource and service operations management to each other...

The assessment of website quality is considered as a problem of measuring user satisfaction, in order to analyse user perceptions and preferences. The presented pilot user satisfaction survey concerns the major cellular phone service providers in Greece. The analysis is based on a multicriteria preference disaggregation approach for satisfaction benchmarking analysis and consists of the followi...

Modern societies belief life insurance scheme, which is designed to be backbone of man survival, ensure financial security and offers readymade source of long term capital financing for the infrastructural project is capable of combating the besetting problem of man so that life can be made easy and continuous. The dramatic increase in competition within the insurance sector and the needs of in...

The research of customer satisfaction greatly promoted the development of customer marketing, but the existing research emphasize the results and feedback effect of customer satisfaction; ignore its core link role. This paper analyzes how classification of customer profits; determination of target customers; setting file according to the customer perception and adjusting according to customer c...

Based on consumer’s perspective, the influences of logistics service quality on customer satisfaction were empirically studied in order to clarify the key logistical factors affecting consumer’s satisfaction. An empirical method is used to investigate the factors in E-commerce logistics service quality that influence customer satisfaction. The results indicate that delivery service quality, aft...