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In order to determine the innovative service attributes of the e-book service model, the study proposed the Kano model with the strategic experiential module (SEM). First, the study identified sixteen attributes that affect the innovative services of e-book through expert panel discussion and key customer interviews. These attributes were then grouped into the five elements of the experience marketing...
Importance-performance analysis (IPA) is a simple but effective technique applied in study of customer satisfaction. Since its proposition, it was widely used in the field such as retail, tourism, and health care, etc. Note that, in the traditional IPA, only the average ratings of the importance and performance were entered in the analysis, and the precision or the reliability of the estimation is...
This study aims to examine contractors' service quality performance and to explore the relationship between service quality and client satisfaction when undertaking refurbishment projects for public institutions of higher education in Malaysia. Data were collected through a structured questionnaire. The questionnaire was generated based on the five service quality determinants in SERVQUAL, namely,...
There are many indicators that can be used to evaluate the effectiveness of clinical pathway (CP). To choose a proper indicator, besides the characteristics of the disease, some social cultural factors have to be taken into consideration. According to the specialty of elective cesarean section and Chinese social and cultural characteristics, the measurement of "patient satisfaction" was...
This study aims to provide empirical evidence on the role of service quality and customer satisfaction as predictors of loyalty of Internet shoppers in Greece. Furthermore, the possible mediation effect of customer satisfaction on the service quality and customer loyalty relationship is also examined. Service quality is conceptualized by 5 dimensions: ease of use, e-scape, customization, responsiveness...
Customer loyalty has become an essential concern for service-provider, which is also a major theme in marketing research. By using a Logit economic model based on the survey of 487 local residents from three representative residential areas in Beijing, the determinants of customer loyalty are identified in the Beijing property service market. The probability that a owner intent to switch service-provider...
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