In this paper, an index based on customer perspective is proposed for evaluating transit service quality. The index, named Heterogeneous Customer Satisfaction Index, is inspired by the traditional Customer Satisfaction Index, but takes into account the heterogeneity among the user judgments about the different service aspects. The index allows service quality to be monitored, the causes generat...

Organizations spend significant resources tracking customer satisfaction and managing service delivery. Although a great deal of effort is expended in understanding what goes on within each of these areas, little or no effort has been applied to identifying and quantifiing the relationships between the two. The objective of this research is to discover and establish potential relationships betw...

In this article a tool for measuring customer satisfaction in public transport is proposed. Specifically, a structural equation model is formulated to explore the impact of the relationship between global customer satisfaction and service quality attributes. The public transport service analyzed is the bus service habitually used by University of Calabria students to reach the campus from the u...

Evaluation of customer satisfaction differs from one study to another. Studies have been differing with their focus and coverage. Most of studies focused on evaluating factors influencing customer satisfaction or associate customer satisfaction and quality of services. This paper used logistic regression to develop customer satisfaction model for Precision Air. Five dimensions or variables have...

This study endeavors to focus on developing an evaluation method for comparative analysis of process performance before and after reengineering. Business Process Reengineering (BPR) is a relatively recent concept that has stemmed from management and computer science roots. Process performance evaluations are crucial to managers in identifying the benefit of new process after reengineering. Curr...

The purpose of this study is to empirically examine the relationship between service quality and customer satisfaction in Vietnamese hotels, survey questionnaire was constructed with 23 service quality items covering 5 service quality dimensions based on SERVQUAL model. Data were collected from 432 guests of 33 three-star hotels in Vietnam in 2013. Analysis results indicate that Reliability, Re...

Service quality and its relationship with customer satisfaction has received considerable academic and business attention in recent years. But the nature of the relationship between these two constructs is not well-explained in the literature. This study used the SERVPERF model as proposed by Cronin & Taylor (1992) to assess perceived service quality in a Vietnamese organization, and then studi...

The purpose of this study is to investigate the efficacy of customer relationship management (CRM) benefits for customers in relation to customer satisfaction. A model has been developed and empirically tested through survey data collected from 150 customers of three Malaysian companies. The results indicate that the benefits of CRM for customers have had a significant positive effect on their ...