This paper presents a fundamental research on customer requirements modelling and propagation throughout the whole product development lifecycle. A theoretical mapping model, from customer requirements to quality characteristics, is established. It covers three processes, i.e., the qualification and classification of customer requirements, the generation and transformation of product quality ch...

The purpose of this paper is to verify the relationships among service quality, perceived value, customer satisfaction, and customer loyalty in mobile phone service. The study conducted an empirical research. A total of 384 mobile phone users’ responses were collected from Seoul in Korea. The findings show that service quality positively influences customer loyalty. In addition, perceived value...

current research examines the impact of perceived justice (including distributive justice, procedural justice and interactional justice) on perceived service quality and customer behavioral intentions (including word of mouth, trust and revisit intention).statistical sample comprises 120 customers of iran insurance company in shiraz holding automobile insurance and have record of visiting the c...

Quality function deployment (QFD) is a customer-driven approach, widely used to develop or process new product to maximize customer satisfaction. Last researches used linear physical programming (LPP) procedure to optimize QFD; however, QFD issue involved uncertainties, or fuzziness, which requires taking them into account for more realistic study. In this paper, a set of fuzzy data is used to ...

Service quality has been viewed as a determinant of customer satisfaction. Different dimensions of service quality have been considered by various researchers. This study identifies components of service quality of Indian Railways at railway platforms. The study is exploratory in nature and uses factor analysis to identify the most important factors of customer satisfaction with service quality...

This paper explores the online customer experience (OCE) in relation to a utilitarian search for government provided business support services. The aim of this research is to understand the variables that can influence customers searching for business support services online and to explore the potential role of online customer support via social interaction during a customer’s online experience...

Purpose – This study attempts to examine the relationship between service quality perception and customers’ satisfaction in Malaysian Islamic banking using the SEM approach. Design/methodology/approach – This model starts with SERVQUAL measurement scales consisting of six dimensional structures: tangibles, reliability, responsiveness, assurance, and empathy, and plus the compliance dimensions t...

Products are now developed based on what customers desire, and thus attractive quality creation has become crucial. In studies on customer satisfaction, methods for analyzing quality attributes and enhancing customer satisfaction have been proposed to facilitate product development. Although substantial studies have performed to assess the impact of the attributes on customer satisfaction, litt...

Customer loyalty is a key driver of financial performance in service organizations. We investigate whether or not online customer loyalty can be increased through enhancing the perceived service quality, reducing perceived sacrifice and improving the perceived service outcome in the online service context with the possible availability of live help service technology. We also investigate the mo...