Retailers’ websites are an important interface between retailers and their customers. The various features and elements that retailers include on their websites play a critical role in attracting customers and ensuring their satisfaction with the online shopping process. By conducting a three-phased study, we eywords: ustomer satisfaction alient beliefs eb elements tructural equation modeling e...

Customer satisfaction is the result of product quality and viability. The place of the perceived satisfaction of users/customers for a software product cannot be neglected especially in today competitive market environment as it drives the loyalty of customers and promotes high profitability and return on investment. Therefore understanding the importance of requirements as it is associated wit...

Universities as provides of educational service must always provide quality services to meet the needs and desires customers. This is get a sense satisfaction from customers with that have been provided. One way measure determine level customer conduct survay. Customer surveys can be carried out using measurement instruments, one which questionnaire. To able find how provided, quesionnaire used...

We analyze the determinants of online customers’ reviews through the latent semantic analysis (LSA) method. We find that the products and communication are the determinants for both satisfaction and dissatisfaction. Operational factors are more influential on satisfaction while post-service affects dissatisfaction more. Dissatisfied customers are more emotional than satisfied customers.

We extend Schmittlein et al.’s model (1987) of customer lifetime value to include satisfaction. Customer purchases are modeled as Poisson events and their rates of occurrence depend on the satisfaction of the most recent purchase encounter. Customers purchase at a higher rate when they are satisfied than when they are dissatisfied. A closed-form formula is derived for predicting total expected ...

Customer Satisfaction Index (CSI) employs a model for measuring and quantifying the satisfaction of customers who have used particular products and services. CSI provides a uniform measure of customer satisfaction that allows for comparison across industries and it illustrates how customer satisfaction is embedded in a system of cause–effect relationships. Despite discussions of nonlinear relat...

This study examines some major variables moderating the relationships of service quality, customer satisfaction, and customer loyalty in mobile phone services. The study employed statistical analyses, such as reliability analysis, factor analysis, and hierarchical regression analysis. The results of the study reveal that service quality and customer satisfaction positively affect customer loyal...

Visum et Repertum (VeR) service is one of the health services in hospitals. Measuring satisfaction police investigators as main customers VeR important to assess and evaluate quality. This study aims obtain a valid reliable instrument for measuring investigator satisfaction, quality, VeR’s waiting time services. Descriptive research was conducted on Pekanbaru city investigators, from April May ...

Firms involved in international logistics must develop a system of service attributes that give them a way to be profitable and to satisfy customers’ needs at the same time. How customers trade-off these various attributes in forming satisfaction with competing international logistics providers has not been explored well in the literature. This study explores the ocean freight shipping sector t...