One of the determinants of a firm’s prosperity is the customers’ perceived service quality and satisfaction. While service quality is wide in scope, and consists of various dimensions, there may be differences in the relative importance of these dimensions in affecting customers’ overall satisfaction of service quality. Identifying the relative rank of different dimensions of service quality is...

information & communication technology(ict) is regarded as a means to rural sustainable development in order to reduce poverty, bridge the digital divide and prevent the migration of people from rural areas to cities. to achieve these goals and to deliver governmental services and other essential services needed by rural communities, ten thousand rural ict centers with an investment of $ 280 mi...

Based on accepted advances in the marketing, economics, consumer behavior, and satisfaction literatures, we develop a micro-foundations model of a firm that needs to manage the quality of a product that is inherently heterogeneous in the presence of varying customer tastes or expectations for quality. Our model blends elements of the returns to quality, customer lifetime value, and service prof...

In these economic times, most enterprises focus on their core competencies and understand that there is a close relationship between financial success, the efficiency of business operations and the satisfaction of their customers. True to the motto “What can’t be measured, can’t be optimized,” the ability to monitor and analyze organizational performance becomes more and more important. Compani...

The purpose of the study was to explore the impact of demography of online customers on e-satisfaction as well as on the determinants of e-satisfaction operating in e-retailing space in India. A theoretical model was derived in accordance with the literature and was tested empirically. Conveniently sampling technique was used. Primary data was collected through a structured questionnaire throug...

due to the importance of “service quality and customerssatisfaction” subject, this study seeks to investigate and prioritize thefactors which are effective on service quality and customers satisfactionusing grey relational analysis (gra) method. in the case of statisticalpopulations with large sizes, none of the other methods can competewith gra from the viewpoint of calculation accuracy. the s...

Location is an important factor in the activity of economic enterprises. Owing to the importance, location-based sciencesought/seeks to provide the methods in order to determine and select the optimal location in the activities of enterprises. Enterprises seek to use scientific methods to maximize the services and efficiency and minimize the costs. Suitable location plays an important role in m...