The rapid development of the Internet has facilitated the proliferation of online stores. How businesses can seize this enormous business opportunity and survive intense competition is an important issue. Based on strategic experiential modules (SEMs), including sense, feel, think, act, and relate, this study attempted to explore the type of experience preferred by consumers of lativ, a well-kn...

Nowadays E-tailing has grown tremendously fast, which bring intensive competition in online business. E-tailers pay more attention to website management to acquire and retain customers. Information quality of website is vital to gaining and increasing customer loyalty in online market. This study validates that information quality has direct effect on customer satisfaction, and it investigates ...

Prior research has found that the relation between customer satisfaction and performance is equivocal. This study explores explanations for this finding, paying attention to whether increases in customer satisfaction can provide diminishing improvements to organisational performance. The concept of a point at which returns to customer satisfaction begin to diminish is particularly important to ...


 This research is a development of previous research. In this study, customer satisfaction divided into two, namely transaction-based and overall satisfaction. type associative takes the title: "The Influence Core Service Quality Encounter on Switch Intention: A Mediation Role Customer Satisfaction (Study visitors to Hotel Fitra Garden Majalengka)".
 The purpose study was determine p...

been studying the processes by which delivering high-quality goods and services increases profitability through customer satisfaction and found that customer satisfaction is related to positive word of mouth, cross-selling or upgrading, repurchase intentions, and reduced price sensitivity (e.g., Baker and Crompton 2000; Reichheld and Sasser 1990; Rust, Zahorik, and Kleiningham 1995; Stahl, Matz...

Most of the existing literature on CRM value chain creation has focused on the effect of customer satisfaction and customer loyalty on customer profitability. In contrast, little has been studied about the CRM value creation chain at individual customer level and the role of self-construal (i.e., independent self-construal and interdependent self-construal) in such a chain. This research aims t...

The relationship of employee job satisfaction with customer service quality evaluation and customer loyalty is studied. A study of the UK financial services industry finds that, contrary to previous research, employee job satisfaction does not affect customers’ perceptions of service quality; but there is a relationship between job satisfaction and one measure of customer loyalty repurchase int...

Recently, and especially in expanding markets, firms put an extraordinary emphasis on customer satisfaction, sometimes treating it as a superior measure of a company performance to current earnings. While customer satisfaction increases future profits through the effect of positive consumer feedback on future demand, customer satisfaction efforts have a shortterm cost. Therefore, a question ari...

This research aimed at   applying SERVQUAl model to examine the relationship between mobile banking services and customer satisfaction. While the previous researchers had already examined the effect of qualities services on banking customer satisfaction, no previous study was done on mobile banking. Thus, the current paper attempted to fill the gap in the literature by applying SERVQUAL model t...

In recent years, marine cultural tourism, an emerging tourism mode, has become more and more popular among tourists, and demonstrates broad market prospects. However, Chinese marine cultural tourism is still in the development and growth stage, and the level of customer satisfaction is uneven. The improvement of the customer satisfaction level is conducive to meeting customers’ demands in marin...