The rationale of this study is to look at the association between services quality of Pakistani hotel and to scrutinize cause on customer satisfaction, brand image and customer loyalty. The primary data was collected from 5 and 8 star hotels of Pakistan. The response rate was 86%. Structural equation modeling (SEM) technique was used to analyze the data. The findings suggested that high quality...

the purpose of this paper is to identify the factors of customer satisfaction in export development bank of iran (edbi). in this study, purposive sampling technique was employed to recruit 50 customers classified as government service holder, private service holder and businessmen from all edbi branches. we have done kaiser-meyer-olkin measure of sampling adequacy, bartlett's test of sphericity...

Background and objectives: In the increasingly competitive market of the healthcare industry, the organizations providing health care services are highly in need of systems that will enable them to meet their clients' needs in order to achieve a high degree of patient satisfaction. To this end, health managers need to identify the factors affecting patient satisfaction focus. T...

One of the crucial trends in business is to offer one-to-one personalized services. In this context, companies try to build customer relationship management systems based on the customer social relations and behavioral patterns. The key issue is predicting to which products or services a particular customer is likely to respond. Additionally, identifying peer-to-peer influence on social network...

Mobile Customer Relationship Management (mCRM) system is one of the recent advancements in CRM systems. Recent years, customers using mobile phone have presented a very fast growing on value added services, SMS and information services. Advances in technology have changed the way in which the retail sector conducts business and are increasingly providing customer with greater conveniences. The ...

Marketing literature states that it is more costly to engage a new customer than to retain an existing loyal customer. Churn prediction models are developed by academics and practitioners to effectively manage and control customer churn in order to retain existing customers. As churn management is an important activity for companies to retain loyal customers, the ability to correctly predict cu...

background and objectives: services quality has become the major concern of policy-makers in the present rapidly growing consumer-oriented health industry. however, there is a major gap in the relevant literature in malaysia in this particular field. thus, this research attempted to narrow this gap by conducting a qualitative study to gain insight into quality of healthcare services in the mala...

In this study, we investigate how IT-enabled service augmentation influences customer satisfaction for cell phone services in Base-of-the-Pyramid (BOP) markets. We conceptualize value added service and customer care as two components of service augmentation. In spite of the acknowledged competitive significance of digital services, the impact of service augmentation on customer satisfaction rem...