In this research we develop, operationalize and empirically test a model for explaining/predicting the satisfaction of customers with Internet-based services. We argue and empirically demonstrate the need for considering not only the expectations of customers but also their desires in order to enhance customer satisfaction. The empirical results show the superiority of the proposed model to tho...

This paper develops an MILP model, named Satisfactory-Green Vehicle Routing Problem. It consists of routing a heterogeneous fleet of vehicles in order to serve a set of customers within predefined time windows. In this model in addition to the traditional objective of the VRP, both the pollution and customers’ satisfaction have been taken into account. Meanwhile, the introduced model prepares a...

With the intense competition in banking systems, customer satisfaction has become more important issue in customer marketing. In existing studies, customer satisfaction has examined based on customers’ viewpoint. This study investigates customer satisfaction based on viewpoint of bank managers who understand their customers’ needs. This study aims to examine importance of various strategies tha...

Because the cost of attracting new customers is much higher than the cost of retaining old customers, keeping customers loyal is a crucial issue for service firms. This research explores how relationship quality and switching barriers influence customer loyalty. Relationship quality consists of two aspects: satisfaction and trust. Antecedents of satisfaction and trust are explored. To test the ...

highly competitive, dynamic and complex environment of banking industry and increasing growth of customers’ demand has led to lots of changes in this industry. therefore, e-loyalty has changed to a considerable subject in e-business environment to preserve customers. this study is conducted in order to identify and study the factors affecting e-loyalty of e-banking services’ users. the methodol...