Propose of the paper is to analyze factors of customer service quality that could influence internet banking customer satisfaction in the Chinese commercial banking sector. Moreover, the paper also tries to explain the relationship between customer service quality and customer satisfaction, and to find some major facts for keeping high level internet banking customer satisfaction. The data demo...

Service quality is often conceptualized as the comparison between service expectations and the actual performance perceptions. It enhances customer satisfaction, decreases customer defection, and promotes customer loyalty. Substantial literature has examined the concept of service quality, its dimensions, and measurement methods. We introduce the perceived service quality index (PSQI) as a sing...

Despite significant recent research attention to service failures and service recovery, few efforts investigate preemptive strategies as a means to avoid service failures. Drawing on equity theory, we introduce the concept of conflict handling, which refers to a service firm’s capability to anticipate and equitably resolve conflicts in service interactions. In a survey of two service contexts i...

banking and financial services are important parts of the service industry. quality of service in the banking industry has a close relationship with customer satisfaction service system. banks could create competitive advantage by increasing customer satisfaction and reduce costs in today's competitive environment. this paper presents a decision-making model to obtain optimum tasks assigne...

this article develops a theoretical structural model representing the repurchase behavior so that it can measure the repurchase index. the basic model was the european customer satisfaction index that is developed here by adding two latent variables: advertisement as an independent variable and repurchase intention as a dependent variable. data from a questionnaire survey of 150 respondents fro...

the purpose of this paper is to identify the factors of customer satisfaction in export development bank of iran (edbi). in this study, purposive sampling technique was employed to recruit 50 customers classified as government service holder, private service holder and businessmen from all edbi branches. we have done kaiser-meyer-olkin measure of sampling adequacy, bartlett's test of sphericity...

Business response to customers’ need for service (before, during, and after purchase) is mixed –from investing significantly to not investing at all or even to de-investing – indicating an ambiguity regarding customer service’s impact on performance. In this paper we test the impact of god and bad customer service on key business variables such as customer satisfaction, perceived relative attra...

Competition in the service industry is intense. To deliver value-added services, more companies are focusing on consumers as a powerful means of establishing firm performance through dialog, participation, and engagement. However, scant research has been conducted to examine whether customer value co-creation can boost brand equity, particularly among SMEs. To address these shortcomings in the ...

In today’s increasingly competitive markets, greater emphasis is being placed on customer service as a means of achieving competitive advantage. Many organizations believe that ebusiness can provide opportunities to improve customer service operations by enabling them to get closer to the customer and enhance the organization-to-customer contact experience. However, use of the Internet fundamen...