A compelling argument raised by Bolton and Oliver, states that only customers’ assessment of continuously provided services, which may depend on performance-only evaluation, deserves attention. As libraries are services provided continuously and considered in general to be a public service, it is important to research this issue. Thus this paper discusses four research problems based on quality...

PURPOSE The purpose of this study was to compare the effects of 2 different interventions on wait times at a hospital outpatient pharmacy: (1) giving feedback to employees about customer satisfaction with wait times and (2) giving a combined intervention package that included giving more specific feedback about actual wait times and goal setting for wait time reduction in addition to the custom...

We propose the ShareCam Problem: controlling a single robotic pan, tilt, zoom camera based on simultaneous frame requests from n online users. To solve it, we propose a new piecewise linear metric, Intersection Over Maximum (IOM), for the degree of satisfaction for each users. To maximize overall satisfaction, we present several algorithms. For a discrete set of m distinct zoom levels, we give ...

This study provides deeper insight in the link between service quality and customer satisfaction. The traditional assumption of a linear relationship is challenged by exploring asymmetries and dynamics. The simultaneous influence of service quality and customer experience on satisfaction is examined by means of nonlinear structural equation modeling. Results show that functional-utilitarian qua...

The purpose of this study is to investigate the efficacy of customer relationship management (CRM) benefits for customers in relation to customer satisfaction. A model has been developed and empirically tested through survey data collected from 150 customers of three Malaysian companies. The results indicate that the benefits of CRM for customers have had a significant positive effect on their ...

The Discrete Split Delivery Vehicle Routing Problem with Time Windows (DSDVRPTW) consists of designing the optimal set of routes to serve, at least cost, a given set of customers while respecting constraints on vehicles’ capacity and customer time windows. The delivery request of a customer consists of several discrete items which cannot be split further. The problem belongs to the class of spl...

This study aims to determine and analyze the effect of service quality customer relationship management on loyalty mediated through satisfaction. research was a survey with data collection is questionnaire. The population in this are customers who use IndiHome fixed broadband services Special Region Yogyakarta. used primary obtained from answers 130 respondents purposive sampling method. analys...

We study a class of vehicle-routing problems (VRP) with simultaneous pickup and delivery (VRPSPD). In VRPSPDs, each customer may require a certain quantity of goods delivered from the depot and a quantity of goods to be picked up and returned to the depot. Besides the standard VRPSPD, we address (i) the VRPSPD with time limit (VRPSPDTL), which imposes a time limit on the routes of the transport...

ABSTRAK Penelitian ini bertujuan untuk mengetahui pengaruh kualitas sistem informasi, harga dan pelayanan terhadap kepuasan pelanggan pada jasa Grab di Kota Palembang. Metode yang dalam penelitian adalah asosiatif jenis data digunakan kuantitatif dengan jumlah sampel diteliti 100 pelanggan. Teknik analisis regresi linier sederhana, berganda, koefisien korelasi, determinasi, uji t f menggunakan ...

today, electronic banking has essential role in banking industry. challenges facing banking industry led to banks make to use electronic banking and delivery services and products throughout electronic banking. moreover, they are trying to understand their customers' needs and everyday increase service quality throughout electronic banking. this research tries to investigate effect of cust...