this study focuses on a review of “Expectancy Disconfirmation Theory” (EDT) as a famous theory in measuring customer’s satisfaction. In today’s competitive e-marketplace, e-businesses that determine an efficient strategic think behind their e-commerce activities involve designing a qualified website and presenting good quality of products and services will be more successful in attracting custo...

A new method for measuring and analyzing customer satisfaction is presented in this paper. The mathematical model expresses the fundamental relationship between criteria and the overall utility which expresses the global customer satisfaction. The procedure used to estimate the basic model is dummy variable regression with constraints. The method can very simply consider nonmetric data by codif...

In today’s competitive e-marketplace, designing a qualified website and presenting good quality of products and services will be more successful in attracting customer satisfaction. Measuring customer’s satisfaction by an empowerment tool that has ability to cover and make relationship among all concepts that are explained above is imperative. This study focuses on a review of “Expectancy Disco...

With the rapid growth and dissemination of mobile services, enhancement of customer satisfaction has emerged as a core issue. Customer reviews are recognized as fruitful information sources for monitoring and enhancing customer satisfaction levels, particularly as they convey the real voices of actual customers expressing relatively unambiguous opinions. As a methodological means of customer re...