Private karaoke rooms (known as “KTV” or karaoke television) are a special type of leisure space in Taiwan. The focus of this study is to show the relationship between service quality, brand image, customer satisfaction, and customer loyalty in the KTV industry. This study examines two chain KTV operations in Taiwan, with two locations for each chain; the study comprises a total of 255 valid qu...

The paper uses data from the Swedish Customer Satisfaction Index together with performance data from competing industries to study the difference in logic in terms of customer satisfaction and loyalty between services and products. We find that for product firms loyalty can have a negative effect on company performance, while for service firms the effect is positive. The implication is that ser...

This study aims to test a model linking destination image, perceived value, tourist satisfaction, and tourist loyalty. Based on a sample of 300 tourists travelling by car from the World Natural Heritage Site of Tianchi, China, a new model of destination image was explored and data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results revealed that perceiv...

This study aims to test a model linking destination image, perceived value, tourist satisfaction, and tourist loyalty. Based on a sample of 300 tourists travelling by car from the World Natural Heritage Site of Tianchi, China, a new model of destination image was explored and data were analysed using partial least squares structural equation modelling (PLS-SEM). The results show that perceived ...

The study of e-consumer behavior is getting more attention in e-commerce related literature. Acknowledging the importance of e-commerce, this study aims to investigate the influence of e-service quality dimensions (efficiency, requirement fulfilment, accessibility, privacy and responsiveness) on customer satisfaction and customer loyalty as well as to understand the mediating effect of customer...

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...

Due to the progress of website applications, many online services without commercial transactions have been widely implemented recently. The potential of and the indirect business opportunities from those applications have made measuring website performance an important issue. In electronic commerce, the e-loyalty development process is based on both e-satisfaction and e-trust toward the net-en...

Loyalty programs, as a prevalent CRM strategy, aim to enhance customers’ loyalty and thereby increase a firm’s long-term profitability. Recent analytical and empirical studies demonstrate inconsistent findings on the efficacy of loyalty programs in fulfilling these goals. In this study, an analytical model is developed to analyze the effect of customers’ valuation and their post-purchase satisf...

this study designed a structural model taking into account the views of staff on human resource management systems, human resources, job satisfaction and organizational loyalty pays yeast industry in iran. this study used structural equation modeling (sem). by using cluster sampling and cochran's formula, 288 patients were selected. the structural equation analysis and factor analysis were...

Customer satisfaction and loyalty on mobile information services have been investigated in academic literature. However, there are not many researches on the factors with a specific focus on multiple utilitarian services on a crossnational basis. This research examines the antecedents of customer satisfaction and loyalty through a survey of young adult mobile users in Japan and US, respectively...