1 Background With the remarkable and ever increasing technology growth, we need various products and services from different vendors, such as: • Home appliances • Furniture • Mobile • Internet To deliver these products and provide services, representatives from concerned companies visit our place. We somehow need to ascertain if the person visiting is an authentic representative from the concer...

Most of previous studies on mobile banking focus on the initial adoption by drawing upon the technology acceptance theories, while the post-adoption issues (e.g., loyalty) have been rarely examined. To fill this research gap, based on brand equity theory and symbolic value theory, we propose a research model to articulate the relationship between technology leadership, brand equity, and custome...

The article proposes a conceptual model to examine the relationships between service attributes, brand associations, customer satisfaction, commitment, price of membership, and intention to repurchase in a fitness club. The results show that the services offered by the club, its security, and the promoted image of the club impact positively on satisfaction. The customer relations at the club, c...

Over the last decade, there is an increasing trend in the use of more and more mobile navigation devices. In order to make mobile navigation more intelligent, issues such as location and context awareness need to be addressed to offer location-based navigation services. For example, one might think of a scenario of a large commercial center where a customer with some mobile device in hand wishe...

To improve customer satisfaction in innovative product design, a topology structure of customer requirements is established and an innovative product approach is proposed. The topology structure provides designers with reasonable guidance to capture the customer requirements comprehensively. With the aid of analytic hierarchy process (AHP), the importance of the customer requirements is evaluat...

In the last few years Customer Relationship Management (CRM) has been the subject of considerable interest in the business world. This has sometimes resulted in exaggerated claims about the benefits on offer to organisations. This paper provides an insight to the underlying concepts of CRM, the technological changes, and the impact to the organisational structure, its processes and the three ma...

In many retail situations, customers today face vast assortments and often have limited ability to find exactly what they need. By implementing a need-based toolkit for assortment matching, retailers can limit this complexity of choice, increasing the satisfaction of consumers with the goods acquired. Building such a need-based system however is costly and time-consuming, as expert knowledge an...

The task requires that a classifier model can give high prediction accuracy over 3G customer, while keeping reasonable misclassification rate for 2G customer. In this report, we firstly learn a classification model with high AUC(The area under the ROC curve) based on our latest research result in classification algorithm, and then find a optimal decision threshold from the resulting ROC(Receive...

In e-commerce, customers have become Information System users. In this environment of nonmandatory usage, remote, untrained users need to quickly feel comfortable and satisfied with a site encounter. Throughout the literature for four decades, a commonly cited factor pertaining to system success has been user participation in the systems development process. Among other things this is likely to...

Viewing individuals in need of NHS care as customers has the potential to refocus the way their care is delivered. This article highlights some of the benefits of reframing the nurse-patient relationship in terms of customer care, and draws parallels between good customer care and the provision of high quality patient care in the NHS. It explores lessons to be learned from those who have studie...