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...

nowadays, managing the relations between customers is a fundamental necessity in activities leading to the promotion in the chain of an organization. in fact, customers satisfaction and quality of services are considered as the vital issues in most industries and services. after-sales services will also become more important in near future in iran and the survival of domestic automobile industr...

In order to achieve the maximum flexibility in adaptation to ever changing customer’s expectations in customer relationship management, appropriate measures of customer behavior should be continually monitored. To this end, control charts adjusted for buyer’s/visitor’s prior intention to repurchase or visit again are suitable means taking into account the heterogeneity across customers. In the ...

introduction: balanced scorecard (bsc) is regarded as one of the successful tools in performance measurement. however, it neither absolutely nor comparatively provides the weight of each perspective and indicators related to each perspective. in this study, we applied a fuzzy analytical hierarchy process (fahp) to weight the perspectives and bsc indicators in hospital. methods: this applied, de...

Abstract. Quality and safety of products services are very important factors influencing customers' decisions about the purchase. They affect level customer satisfaction, but also their during consumption. A great deal information perceptions can be inferred from complaints they file. Complaint indicators easily used to analyze quality available on market. The purpose research was filed by cust...

We formulate a theoretical model in which we postulate that if a customers' behavior is perceived as not optimal, customers will adjust this behavior based on their current satisfaction and payment equity. Furthermore, customers will also include new experiences. In our empirical study we particularly investigate customer referrals and the amount of services purchased. Our results show positive...

today, organizations continuously try to find the ways to gain loyal customers because of their advantages. customer to customer interactions has attracted more attention among marketers in which customer-to-customer interactions has been known as one of the most important methods of creating loyal customers. the present paper seeks to propose a service model developed in traveling and tourism ...

The telecom field has changed accordingly with the emergence of new technologies. This is case market in Saudi Arabia, which expanded 2003 by attracting investors. As a result, became viable [1] . prevalence mobile voice service among population Arabia for that, this...