This study analyses the impact of customer satisfaction on economic success considering as an example the organic food retail trade. Furthermore, the influence of customer satisfaction on customer loyalty is examined. The study is based on 885 customer interviews and an analysis of management ratios of 11 organic food shops. The results show that customer satisfaction is a relevant key to econo...

Panel cointegration analysis is used to examine the links between customer satisfaction and its antecedents as well as satisfaction and consumer voice and loyalty for four firms in the limited service restaurant sector. The results suggest satisfaction and perceived value continually move to maintain a stable balance between perceived quality, expectations, perceived value, and satisfaction. Lo...

Firms in multiple industries collect customer satisfaction data to measure service performance. Increasingly, however, many firms are now able to collect objective service performance data as well. This raises the question of whether measuring customer satisfaction is valuable to firms when objective service performance data are available. The authors answer this question via the use of unique ...

The purpose of the research is to analyze factors of serviceability and reliability that could influence internet banking customer satisfaction in China. Moreover, the paper also tries to explain the relationship among serviceability, reliability and customer satisfaction, and to find some major variables for keeping high level internet banking customer satisfaction. The data demonstrated that ...

The extent to which actual (rather than perceived) performance influences customer satisfaction has received limited attention by researchers, yet it is important for managers to understand the extent to which customer perceptions and behavioral intentions are associated with actual service performance. This study investigates the links between actual and perceived performance, customer standar...

today, customer satisfaction as a factor of success of companies has a main importance in the marketing literature. this study has been done to identify factors affecting customer satisfaction with an emphasis on the social capital and the organizational justice. the statistical population of the study includes staff and customers of the commercial banks in tehran, qom and markazi provinces. to...

The goal of the study is to analyze factors of website quality that could influence e-banking customer satisfaction in the Chinese commercial banking industry. Moreover, the paper also tries to explain the relationship between website quality and customer satisfaction, and to find some major variables for keeping high level e-banking customer satisfaction. The data demonstrated that website qua...

The objective of this study was to develop a research model that examines direct effects of customer satisfaction and switching costs on customer retention as well as the moderating effect of switching costs on the relationship between customer satisfaction and customer retention on basic and advanced retail Internet banking users in Hong Kong. An online questionnaire was employed as the means ...

From the customer perspective, Business-to-Customer (B2C) is to be defined as a channel. In order to survive, grow, and succeed, IS managers should design B2C channels with attributes that maximize customer satisfaction. The authors investigate B2C channel attributes as antecedents for customer satisfaction. The relationship between the attribute-level performance and overall satisfaction is al...