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...

Researching and understanding customer needs and expectations. Ensuring that the objectives of the organization are linked to customer needs and expectations. Communicating customer needs and expectations throughout the organization. Measuring customer satisfaction and acting on the results. Systematically managing customer relationships. Ensuring a balanced approach between satisfying customer...

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...

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 measure the level of airport service, consumers can categorize their experiences into passenger and freight disposition, waiting areas, mobile facilities within airport, auxiliary facilities, accessible traffic equipment. If service delivery having issues not up expectation customers, it affect business. The SERVQUAL model, which is test in this study, widely approach measuring qual...