Increasingly heterogeneous customer demands in software development have led to growing research into the effectiveness of customization projects. Despite the widespread assumption of a positive relationship between customer involvement and project success, there is limited empirical research on the mechanism that translates customer knowledge into project success and other positive customer ou...

The rationale behind conducting this study is to evaluate the impact of E-CRM (used by customer relationship officer and web portal) on customer satisfaction that further helps in building customer loyalty. Moreover anxiety is taken as a moderating variable that moderates the relationship between E-CRM and customer satisfaction. For this 300 questionnaires were distributed out of which 250 usab...

China’s C2C electronic market has been growing very rapidly. The largest Chinese online auction company, Eachnet, was purchased by eBay but faced tough competition from another Chinese company, Taobao. Taobao’s market share is now twice as large as eBay’s. Why has eBay quickly lost its market share to newly-launched Taobao? This paper developed and tested a theoretical model that explains the e...

This chapter deals with how to use data mining technology to find interesting pattern, which can be organized for global customer retention. Customer relationship management (CRM) comprises a set of processes and enabling systems supporting a business strategy to build long term, profitable relationships with specific customers. Customer data and information technology (IT) tools shape into the...

the current study aims to identify the effective factors and barriers to loyalty in electronic banking services in the private banks customers. for this purpose, a survey was done with a questionnaire sampling from 420 customers of private banks in golestan province, who have used electronic banking services in 2011. the results indicated that seven factors including preference, customer satisf...

The study investigates the impact of brand equity on brand loyalty with the mediation of customer satisfaction in restaurant sector of Lahore, Pakistan. The study uses seven dimensions of brand equity, which include physical quality, staff behavior, ideal selfcongruence, brand identification, life style-congruence, trust and environment. Questionnaire has been used to collect the data from the ...

This non-experimental, causal study related to examine and explore the relationships among electronic service quality, customer satisfaction, electronics recovery service quality, and customer loyalty for consumer electronics e-tailers. This study adopted quota and snowball sampling. A total of 121 participants completed the online survey. Out of seven hypotheses in this study, five were suppor...

Customer satisfaction is the key factor for successful and depends highly on the behaviors of frontline service providers. Customers should be managed as assets, and that customers vary in their needs, preferences, and buying behavior. This study applied the Taiwan Customer Satisfaction Index model to a tourism factory to analyze customer satisfaction and loyalty. We surveyed 242 customers serv...

BACKGROUND Previous research has addressed the relationship between customer satisfaction, perceived quality and customer loyalty intentions in consumer markets. In this study, we test and compare three theoretical models of the quality-satisfaction-loyalty relationship in the Chinese healthcare system. METHODS This research focuses on hospital patients as participants in the process of healt...