observation of justice is one of the most important indexes influencing satisfaction of the personnel of an organization so that perceiving injustice will result in the personnel dissatisfaction thereby leaving negative influence on their performance [38]. this situation also influences the customers’ satisfaction in the service organizations where the personnel have direct and face-to-face con...

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...

Purpose – The purpose of this paper is to examine quality satisfaction between transactional and relational customers in e-commerce, and it also explores the moderating effect of perceived control and perceived enjoyment on quality satisfaction. Design/methodology/approach – Multivariate analysis of variance and two-way ANOVA were conducted to test the study hypotheses. The samples include 470 ...

The purpose of this study is to examine the possible link between employee and customer satisfaction. The service provided by employees, help to build a good relationship with customers and can help at increasing their loyalty. Published data for job satisfaction and indicators of customer services of banks were gathered from relevant published works which included data from five different coun...

electronic banking has many benefits for government, banks’ stakeholders and customers. many banks in many countries such as iran increasingly develop their infrastructures to provide e-banking services. also, there are many researches that have been conducted to explain how we can encourage people to use e-banking services. in this paper, we explore the effects of various factors on both custo...

introduction: nowadays, organizations perform segmentation of their customers in order to maximize profits and minimize costs. however, in addition to segmentation, an optimal combination of the customers, i.e. the number of the customers or their percentage, is required to be specified in order to invest on development of products and services. in this study, by maximizing the customers’ satis...

This study aimed at examining the factors that influence and impact employees’ performance levels within Jordanian Banks. This study is based on quantitative research to test the research hypotheses and reveal the important factors that impact loyalty programs. A convenient sample of 377 employees was selected to represent the population which includes all employees working in the banking secto...

Observation of justice is one of the most important indexes influencing satisfaction of the personnel of an organization so that perceiving injustice will result in the personnel dissatisfaction thereby leaving negative influence on their performance [38]. This situation also influences the customers’ satisfaction in the service organizations where the personnel have direct and face-to-face con...

The purpose of the present study is to highlight the impact of service quality on restaurant customers’ emotion and satisfaction. 217 undergraduate business students at a medium-sized Canadian university were randomly selected to participate in this study. The results emphasize the role of service quality in the formation of the customers’ emotion and satisfaction. Restaurants should monitor cu...

this study examined the impact of emotion on customer service and service output deals. the main objective of this study was to investigate the impact of physical environment and social services, the excitement, satisfaction and behavioral intentions of customers and ultimately service outputs. the study of the physical environment has two dimensions and design of physical and social environmen...