in today’s competitive world, customers are at the main focus of organizations and the customer loyalty is the main reason of acquiring competitive advantage of organizations. the aim of present research is to investigate the relationship between customer loyalty and one of its key variables, service quality. trust and satisfaction have been investigated here as intermediate variables. this res...

this study examines the impact of service quality on customer satisfaction and loyalty in indian banking sector by applying servperf scale. a total of 50 customers of state bank of india, mohan nagar township branch of salem district in tamilnadu were interviewed on convenient basis for the above purpose.  tools like exploratory factor analysis. inter-correlation, analysis of variance, multiple...

eBay has integrated Skype (a public voice over IP application) chat and voice into hundreds of categories on eBay sites globally. By integrating Skype in the marketplace, eBay sellers have the option of including Skype functionality to their eBay listings. This fosters more consumer to consumer (c2c) communication, in which eBay sellers can provide better customer care and build trust with buye...

Integrating customers into the innovation process is gaining popularity among companies as means of addressing competitive and market pressures. At the same time, companies are faced with the challenge of selecting appropriate customer integration methods to sustain customers’ engagement and elicit contributions that are useful. We draw from previous research in consumer behaviour to identify c...

this research offers a comprehensive model to investigate the relationships between services quality, hedonic affect, perceived value and behavioral intentions. the purpose of this study is to build a broader understanding of the determinants of customer satisfaction and behavioral intentions throughout the restaurant services by incorporating the perceptions of hedonic affect in service delive...

this study aims to determine organizational citizenship behavior’s impact on customer loyalty and quality of services. that is to examine, organizational citizenship behavior of nurses and patients (customers) of the kermanshah province hospitals by two hypotheses. population comprised of 1524 nurses which 544 nurses were selected as sample. also sample of same size in a random way in a period ...

The aim of this study is assessing the effectiveness of Customer Relationship Management factors in Isfahan tourism and travel agencies by Structural Equation Modeling (SEM). It is practical according to the goal and it’s a kind of descriptive survey in terms of methodology. Research population included all of staffs and managers at tourism and travel agencies in Isfahan in 2012 that 274 of the...

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...