For the special relationship between logistics service quality and customer loyalty under the environment of C2C, on the basis of the three dimensions of Operation Logistics Service Quality, Relationship Logistics Service Quality and Cost Logistics Service Quality, the paper analyzed the relationship between customer satisfaction for third-party logistics service quality and customer loyalty fo...

Taking Lushan Hot Springs Recreational Area as an example, this research explores the relationship between hot springs hotels’ service quality, customer satisfaction, customer loyalty and lifestyle. Research outcomes indicate that hot springs hotel operators need to enhance customer satisfaction in order to improve customer loyalty directly or enhance service quality in order to improve custome...

This research has proposed a conceptual framework to investigate the effects of customers’ perceived service quality, trust, and customer satisfaction on customer loyalty. To test the conceptual framework, structural equation modeling (SEM) has been used to analyze the data collected from 304 customers of a major private telecommunication company operating in Bangladesh. The results of the stud...

Research on the differences in customer satisfaction between product and service organizations has focused on an output perspective, or how customers evaluate performance. This study takes this research inside organizations to analyze and investigate how key internal quality practices of product versus service organizations (employee management, process orientation, and customer orientation) in...

The fierce competition in E-commerce has forced the companies to focus on providing customer satisfaction and gain customer loyalty. Thus, measuring the parameters which drive customer satisfaction is very important for the long-term growth of the businesses. This research work makes an attempt to identify the factors which influence the loyalty and satisfaction of customers in organized E-comm...

this research offers a comprehensive model to investigate the relationships between services quality, hedonic affect, perceived value and behavioral intentions. the purpose of this study is to build a broader understanding of the determinants of customer satisfaction and behavioral intentions throughout the restaurant services by incorporating the perceptions of hedonic affect in service delive...

INTRODUCTION Measurement errors and questionnaire effects in survey data can have substantial impact on estimates of statistical relationships. Although the customer satisfaction literature contains some discussion of scaling issues (Westbrook and Oliver 1981), statistical models of customer satisfaction have not explicitly recognized measurement issues. This paper enhances the traditional mode...

This paper explores the impact of customization on customer satisfaction for mobile commerce. Customer satisfaction is one of the essential goals of CRM. Prior research has identified various determinants of customer satisfaction. Customization contributes to customer satisfaction by shaping customers’ perception of the quality of products and services. In the context of mobile commerce, many t...

This research was designed to theoretically address and empirically examine research issues related to customer’s satisfaction with social commerce. To investigate these research issues, data were collected using a written survey as part of a free simulation experiment. In this experiment, 136 participants were asked to evaluate two social commerce websites using an instrument designed to measu...

Employees are the most important factor in the success and failure of any organization. The airline industry is a service industry that sells seats to its passengers therefore employees motivation towards their job plays a very important role in serving the customer’s needs. This study focuses on the impact of employee motivation and its components e.g. work environment, pay and benefits, manag...