With the intense competition in banking systems, customer satisfaction has become more important issue in customer marketing. In existing studies, customer satisfaction has examined based on customers’ viewpoint. This study investigates customer satisfaction based on viewpoint of bank managers who understand their customers’ needs. This study aims to examine importance of various strategies tha...

This study examines two issues which have challenged prior experimental or survey research: (1) whether the time-varying effects of service recovery on customer satisfaction may follow a long decay or short decay and (2) why and what service recovery efforts have a higher and quicker buildup, with respect to the significance and timing of recovering customer satisfaction losses due to service f...

This study examines two issues which have challenged prior experimental or survey research: (1) whether the time-varying effects of service recovery on customer satisfaction may follow a long decay or short decay and (2) why and what service recovery efforts have a higher and quicker buildup, with respect to the significance and timing of recovering customer satisfaction losses due to service f...

To improve customer satisfaction through prompting waiting time is a key way for a call center. The practice shows that the length of prompted waiting time has an important effect on customer satisfaction and the utility of the call center. Based on queuing theory we develop a maximum system utility optimization model with consideration of customer psychology behavior. First, we study the impac...

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...

There is a dearth of studies pertaining to the influence of SERVPERF on customer satisfaction and customer loyalty among low cost and full service airlines. Prior studies have measured service quality using the GAP-5 model with SERVQUAL; however this study offers a new perspective by using the SERVPERF with an SEM–artificial-neural-networks predictive analytic approach. This is different from t...

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...

The problem of customer demand satisfaction in production systems with unreliable machines and finite finished goods buffers (FGB) is addressed. The measure of customer demand satisfaction is characterized by the probability to ship to the customer a required number of parts during a fixed time interval. This measure, referred to as the due-time performance (DTP), is often used to characterize ...

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...