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...

With the rapid growth and dissemination of mobile services, enhancement of customer satisfaction has emerged as a core issue. Customer reviews are recognized as fruitful information sources for monitoring and enhancing customer satisfaction levels, particularly as they convey the real voices of actual customers expressing relatively unambiguous opinions. As a methodological means of customer re...

This study is primarily intended to verify the effects of service quality on the customer loyalty using the customer satisfaction as a mediator. Focus on the population of Taiwan's Watsons Personal Care Stores, a total of 395, to adopt a Stratified Random Sampling for sampling with totally sending out 850 copies of mailed questionnaires with a receipt of 228 copies valid response questionnaires...

Customer satisfaction and loyalty on mobile information services have been investigated in academic literature. However, there are not many researches on the factors with a specific focus on multiple utilitarian services on a crossnational basis. This research examines the antecedents of customer satisfaction and loyalty through a survey of young adult mobile users in Japan and US, respectively...

The purposes of this study are to construct an instrument to evaluate service quality of mobile value-added services and have a further discussion of the relationships among service quality, perceived value, customer satisfaction, and post-purchase intention. Structural equation modeling and multiple regression analysis were used to analyze the data collected from college and graduate students ...

This study proposed a conceptual model to examine how customers’ perceptions of physical environment influence disconfirmation, customer satisfaction, and customer loyalty for first-time and repeat customers in upscale restaurants. Using a structural equation modeling analysis, this study showed that facility aesthetics, lighting, layout, and social factors had significant effects on disconfirm...

PurposeHotel Industry is one of the most substantial factors for Tourism Industry. It could provide the necessary substructures for Tourism. Therefore the growth in Tourism industry depends on growth in Hotel industry. Hotel industry had a major growth in recent years in Iran; therefore the purpose of this paper is to explore the customer satisfaction in hotel industry. This paper aims to ident...

This paper aims to contribute to current customer satisfaction and retailing literature by conceptualising the relationship between retail image, brand image and whether a congruent relationship between the two influences customer satisfaction. Whilst most literature pertaining to customer satisfaction tends to consider the concept in terms of an independent variable, this paper seeks to explor...

W investigate the association between information contained in the American Customer Satisfaction Index (ACSI) metric and future stock market performance. Some past research has provided results suggesting that the financial markets misprice customer satisfaction; i.e., firms advantaged in customer satisfaction are posited to earn positive future-period abnormal stock returns. We reexamine this...