The expeditious development of technology and internet has diverted company direction to retain customer e-satisfaction. Customer satisfaction is becoming an area of great interest for companies and customer satisfaction has a direct impact on the profitability of a company. With regard to customer satisfaction’s importance, we investigate the impact of service quality dimensions on customer sa...

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 both the quality improvement and the design of a product, the engineering characteristics affecting product performance are primarily identified and improved to optimize customer needs (CNs). Especially, the limited resources and increased market competition and product complexity require a customer-driven quality management and product development system achieving higher customer satisfacti...

To succeed in the highly competitive e-commerce environment, it is vital to understand the impact of website quality in enhancing customer conversion and retention. Although numerous contingent website attributes have been identified in the extant website quality studies, there is no unified framework to classify these attributes and no comparison done between customer conversion and retention ...

Reliability is one of the most relevant software quality attributes. A common way to analyze software reliability is the use of software reliability growth models (SRGM). There is a variety of SRGMs that have been proposed across years, which aim at providing estimates of reliability at a given time, as well as predictions of reliability that will be achieved with the advancement of testing. On...

The aim of this paper is to investigate the determinants and consequences of customer satisfaction in hotel industry in Iran. A Confirmatory Factor Analysis (CFA) and Structural Equation Modeling have been utilized with information provided by a survey conducted in Iran (Kish Island).Results indicate that perceived value has a significant impact on customer satisfaction in hotel industry. Moreo...

Attaining customer satisfaction and loyalty is seen as a prerequisite for successful bank management. The purpose of the study to identify explain mechanism through which e-banking quality related by including mediating variable in South Africa. adopts descriptive research design quantitative mediation analysis. data collected SurveyMonkey comprised sample 310 participants who used online banki...