This study analyses the impact of customer satisfaction on economic success considering as an example the organic food retail trade. Furthermore, the influence of customer satisfaction on customer loyalty is examined. The study is based on 885 customer interviews and an analysis of management ratios of 11 organic food shops. The results show that customer satisfaction is a relevant key to econo...

Panel cointegration analysis is used to examine the links between customer satisfaction and its antecedents as well as satisfaction and consumer voice and loyalty for four firms in the limited service restaurant sector. The results suggest satisfaction and perceived value continually move to maintain a stable balance between perceived quality, expectations, perceived value, and satisfaction. Lo...

Dynamic job shop scheduling research has previously assumed that the probability of the customer placing an order is always one, implying that customers will place orders regardless of lead times quoted from the producer and customer lead time expectations. As firms increasingly compete on the basis of the delivery speed and reputation, the relative performance of quoted versus actual realized ...

The purpose of the research is to analyze factors of serviceability and reliability that could influence internet banking customer satisfaction in China. Moreover, the paper also tries to explain the relationship among serviceability, reliability and customer satisfaction, and to find some major variables for keeping high level internet banking customer satisfaction. The data demonstrated that ...

The extent to which actual (rather than perceived) performance influences customer satisfaction has received limited attention by researchers, yet it is important for managers to understand the extent to which customer perceptions and behavioral intentions are associated with actual service performance. This study investigates the links between actual and perceived performance, customer standar...

today, customer satisfaction as a factor of success of companies has a main importance in the marketing literature. this study has been done to identify factors affecting customer satisfaction with an emphasis on the social capital and the organizational justice. the statistical population of the study includes staff and customers of the commercial banks in tehran, qom and markazi provinces. to...

The goal of the study is to analyze factors of website quality that could influence e-banking customer satisfaction in the Chinese commercial banking industry. Moreover, the paper also tries to explain the relationship between website quality and customer satisfaction, and to find some major variables for keeping high level e-banking customer satisfaction. The data demonstrated that website qua...

The objective of this study was to develop a research model that examines direct effects of customer satisfaction and switching costs on customer retention as well as the moderating effect of switching costs on the relationship between customer satisfaction and customer retention on basic and advanced retail Internet banking users in Hong Kong. An online questionnaire was employed as the means ...

With the advancement of technology, many aspects of the face-to-face interpersonal dynamics in service encounters between sellers and customers have been replaced with technology-based Web interfaces. This paper develops and tests a model of customer satisfaction with technology mediated service encounters utilizing the suggestions of Meuter et al. [43] and the factors proposed by Jarvenpaa and...