The idea of user satisfaction is not new. But how important it is in quality in use is new and under description. Satisfying the customers is an essential element to staying in business in this modern world of global competition. Software companies satisfy and even delight their customers with the value of their software products and services to gain their loyalty and repeat business. Customer...

This paper explores the online customer experience (OCE) in relation to a utilitarian search for government provided business support services. The aim of this research is to understand the variables that can influence customers searching for business support services online and to explore the potential role of online customer support via social interaction during a customer’s online experience...

This research presents a model that integrates trust, online risks and benefits, brand awareness/associations, perceived quality and explains how they impact on brand equity and brand loyalty in the context of internet banking. The research model estimation uses the PLS approach and applies FIMIX-PLS to segment the sample. The research findings show that the main difference characterizing the t...

In this paper, we present a model of lean supplier management between an OEM and its suppliers for the objectives of eliminating wastes, reducing cost and improvement continuously based on the lean production. This model includes supplier selection and categorization, supplier improvement, supplier certification and supplier evaluation. First, the supplier selection process and some basic princ...

The hotel industry is a new developing growing service with huge potential in India for next decade. So far, it has already been an industry of highly ripe development, and the orientation is served in hotel Industry. However, with the increase of the competition, hotel industry must offer good quality services to its customers It is commonly accepted that service industry is viewed as a gauge ...

The Software-as-a-Service (SaaS) product model provides clients to outsource software application processing requirements. Customer satisfaction is an important problem facing SaaS firms. Marketing theory suggests that customer satisfaction is affected by perceived value, but this relationship has not been examined in the SaaS context. This study argues for the mediating role of perceived value...

As the market competition becomes keen, constructing a customer relationship management system is coming to the front for winning over new customers, developing service and products for customer satisfaction and retaining existing customers. However, decisions for CRM implementation have been hampered by inconsistency between information technology and marketing strategies, and the lack of conc...

In this paper, we present work on enhancing the basic data resource of a context-aware system. First, we introduce a supervised approach to extracting geographical relations on a fine-grained level. Second, we present a novel way of using Wikipedia as a corpus based on self-annotation. A self-annotation is an automatically created high-quality annotation that can be used for training and evalua...

Online retailing has been an important channel or business model for many firms in China. How to win, satisfy and retain customers has become the urgent practical problem to solve in front of the online retailers. Based on the theory of reasoned action, an empirical study of factors influencing consumers’ repurchase is conducted by using the questionnaire survey method. The results indicate tha...

The collection and combination of assessment data in trustworthiness evaluation of cloud service is challenging, notably because QoS value may be missing in offline evaluation situation due to the time-consuming and costly cloud service invocation. Considering the fact that many trustworthiness evaluation problems require not only objective measurement but also subjective perception, this paper...