The importance of electronic commerce (in the following eCommerce) has increased significantly during the past decade. In this context this study analyses the antecedents and effects of customer satisfaction concerning german online bookshop trade. The study is based on data collected from 309 privat german customers. The data was collected through an online survey in spring of 2005. The data e...

ÐThis paper reports on an empirical research based on two software products. The research goal is to ascertain the impact of the adoption of a reuse policy on customer satisfaction. The results show that when a systematic reuse policy is implemented, such as the adoption of a domain specific library, 1) reuse is significantly positively correlated with customer satisfaction and 2) there is a si...

Cross-docking is a new warehousing policy in logistics which is widely used all over the world and attracts many researchers attention to study about in last decade. In the literature, economic aspects has been often studied, while one of the most significant factors for being successful in the competitive global market is improving quality of customer servicing and focusing on customer satisfa...

Customer satisfaction represents a modern approach for quality in enterprises and organisations and serves the development of a truly customer-focused management and culture. Measuring customer satisfaction offers an immediate, meaningful and objective feedback about clients’ preferences and expectations. In this way, company’s performance may be evaluated in relation to a set of satisfaction d...

Requirements elicitation is a critical and error-prone stage in software development where user requirements should be defined accurately to ensure the success of the software system. In a highly competitive market, businesses are focusing more on satisfying customer needs which largely affect customers decision to buy the software product, providing the potential for the success of the softwar...

Service quality has been viewed as a determinant of customer satisfaction. Different dimensions of service quality have been considered by various researchers. This study identifies components of service quality of Indian Railways at railway platforms. The study is exploratory in nature and uses factor analysis to identify the most important factors of customer satisfaction with service quality...

Ubiquitous firm-customer digital connectedness for effective sensing and responding are a strategic imperative for firms in volatile environments. This paper conceptualizes and operationalizes the firmcustomer digital connectedness in the context of ubiquitous Smartmobile customer focussed shopping app in consumer retail and empirically investigated its implications on customer expectations, ex...

For the success of CRM, it is important to target the most profitable customers of a company. Many CRM researches have been performed to calculate customer profitability and develop a comprehensive model of it. Most of them, however, had some limitations and accordingly the customer segmentation based on the customer profitability model is still underutilized. This paper aims at providing an ea...