The study of e-consumer behavior is getting more attention in e-commerce related literature. Acknowledging the importance of e-commerce, this study aims to investigate the influence of e-service quality dimensions (efficiency, requirement fulfilment, accessibility, privacy and responsiveness) on customer satisfaction and customer loyalty as well as to understand the mediating effect of customer...

With the economic intensification of a country is on accelerating mode, role of banking industry is also important in this growth. In a hyper-competitive market all commercial banks in Bangladesh are faced with challenges of retaining the existing and attracting new customers. The aim of the research is to take the opinions of different peoples in Rajshahi city, Bangladesh about the service qua...

The main objective of this study is to examine the influence of service quality dimensions on customer overall satisfaction. This study posits and develops an instrument of service quality and examines the relationship between perceived service quality dimensions and customer overall satisfaction. The results shows that the most important service quality practice on customer satisfaction is res...

Private karaoke rooms (known as “KTV” or karaoke television) are a special type of leisure space in Taiwan. The focus of this study is to show the relationship between service quality, brand image, customer satisfaction, and customer loyalty in the KTV industry. This study examines two chain KTV operations in Taiwan, with two locations for each chain; the study comprises a total of 255 valid qu...

The grocery industry is one of the largest and most important industries, with supermarkets and grocery stores being amongst the most popular and diverse businesses. This evolution would not have been possible without effective supply chain management. However, contemporary supply chains, especially those of Fast Moving Consumer Goods (FMCG), still conceal numerous inefficiencies, mainly in Pan...

Many research studies have been conducted in the area of retailing services, but there has been no research that takes into account both service quality and retail store features and identifies the factors that lead to customer satisfaction in food retail supermarkets. Customer satisfaction is defined as the extent to which a product or service meets or exceeds the customers’ expectations. The ...

Customer Relationship Management (CRM) is one important application for e-business. Two important factors influencing CRM performance are: customer profiles and customer participation. The result of this experimental study demonstrates that the use of customer profiles improves the customers’ perception of the quality of goods and increases the effectiveness of Customer Relationship Management ...

This non-experimental, causal study related to examine and explore the relationships among electronic service quality, customer satisfaction, electronics recovery service quality, and customer loyalty for consumer electronics e-tailers. This study adopted quota and snowball sampling. A total of 121 participants completed the online survey. Out of seven hypotheses in this study, five were suppor...

Service quality and its relationship with customer satisfaction has received considerable academic and business attention in recent years. But the nature of the relationship between these two constructs is not well-explained in the literature. This study used the SERVPERF model as proposed by Cronin & Taylor (1992) to assess perceived service quality in a Vietnamese organization, and then studi...