due to the importance of “service quality and customerssatisfaction” subject, this study seeks to investigate and prioritize thefactors which are effective on service quality and customers satisfactionusing grey relational analysis (gra) method. in the case of statisticalpopulations with large sizes, none of the other methods can competewith gra from the viewpoint of calculation accuracy. the s...

i Based on theory from consumer behavior and cognitive psychology, the purpose of this paper is to discuss and test corporate image and customer satisfaction as two routes to customer loyalty. Based on data from 600 individual customers categorized as having high or low service expertise of three companies within the package tour industry, a conceptual model is proposed and tested empirically u...

The air cargo terminals (ACTs) recently focus on developing relationship with customers to meet their requirements and enhance loyalty in the competitive environments in Taiwan. The purpose of this study is to explore the effects of service quality, innovation capability and corporate image on customer’s satisfaction and loyalty of ACTs. After reviewing the literatures, the structural equation ...

with the advent of internet banking, new generation of customers appeared. banks also for having a larger share in the competitive market should try to attract more customers as well as their loyalty. the present study is focused on identifying and rating the effective factors on electronics loyalty of bank tejarat customers. the present research is a descriptive research in a survey method whi...

This paper examines satisfaction and loyalty in a virtual environment via an online survey of members of a frequent guest program of a major hotel chain. In contrast to the view that web customers are fickle and disloyal, the web does provide an additional channel to build relationships, deliver satisfaction and create or sustain loyalty. The results of this survey show that the more customers ...

This study proposed a conceptual model to examine how customers’ perceptions of physical environment influence disconfirmation, customer satisfaction, and customer loyalty for first-time and repeat customers in upscale restaurants. Using a structural equation modeling analysis, this study showed that facility aesthetics, lighting, layout, and social factors had significant effects on disconfirm...

This research has proposed a conceptual framework to investigate the effects of customers’ perceived service quality, trust, and customer satisfaction on customer loyalty. To test the conceptual framework, structural equation modeling (SEM) has been used to analyze the data collected from 304 customers of a major private telecommunication company operating in Bangladesh. The results of the stud...