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Mobile services become more pervasive and complex, customer experience is becoming a key competitive differentiator. Given that intense rivalry in the mobile telecommunication service industry, customer experience and customer satisfaction have become a vital concern for the mobile service providers. However, determinants of behavioural intention such as customer experience and customer satisfaction...
Service characteristic of intangible, concurrency and heterogeneity, which make it quite normal that service error appear in the process of companies management. Despite the virtual nature of e-commerce, online retailers also have service failures. Taking group-buying websites as an example, this paper explores the factors influencing the customer satisfaction from the perspective of service quality...
An ongoing problem facing all companies is how to continuously satisfy customers. Customer satisfaction has been generally determined to be an indicator utilized by companies to improve goods and services for customer retention. Since information and communication technology (ICT) is rapidly developing in every field, companies should adequately capture customers' changing mindset or the underlying...
This paper investigates the impact of the TQM implementation on financial performance of the firm by a sample of companies that have won China Quality Award from 2001 to 2015 in the mainland of China by using Event study and Regress analysis methods. Our results show that the market share enjoys a significant increase, the ratio of cost to sales is remarkably increased, the asset turnover rate does...
Omotenashi is attracted as Japan original high-service to the tourism industry particularly. Omotenashi in Japan is underlying traditional culture to the equal relationship base between hosts and guests, unlike hospitality in Europe and America in the provision of services based on a master-servant relationship. One of the characteristics of omotenashi in the Japan traditional inns, so called “Ryokan”...
This paper mainly considers a queueing model with abandonment and recurrent consumption behavior for call centers. As a general rule, customers determine their behavior mainly based on their perception of waiting time. We explicitly take into account customer satisfaction with waiting experience, and model that queueing system with endogenous customer arriving processes. The profit of call centers...
The purpose of this paper is to identify areas throughout a product's lifecycle processes where complexity can be reduced by implementing a product configuration system (PCS). As discussed in the literature, several benefits are realized by using a PCS in terms of product and process standardization. This also leads to control and reduce of complexity both in products and processes. To this end, this...
Timely identification of potentially dissatisfied customers enables us to take meaningful interventions to improve customer experience. The goal of this work is to create models that can predict customer satisfaction for active insurance claims at any point in time during the claim process. In order to capture relevant temporal information, we introduce the concept of a "journey-map": a...
Recently, the use of technology is growing fast and most of industries apply technology in their business including Airline Industry. The improvement of technology world has forced airline companies into hard competition among them. E-ticket help to ease the process of online transaction between company and customer. This study examines the e-satisfaction of using airlines e-ticketing system in Malaysia...
GO-JEK and Grab are two most popular online transportation service providers in Indonesia. The competition between the two is tight to acquire new customers and provide the best service. No official survey has been conducted in measuring customer satisfaction at both companies to give insight which company offers better service quality. This study aims to measure GO-JEK and Grab customer satisfaction...
The aim of this study was to determine the effect of e-marketing and e-service quality on e-satisfaction and its impact on e-loyalty. This research was conducted on customers in Jakarta. Data were collected from a sample of 100 respondents. The data were analyzed using path analysis. The result of this study found that e-marketing did not affect the e-satisfaction. E-marketing and e-service quality...
With people's increasing requirements for fresh products, how to improve logistics service quality becomes a key issue for logistics service provider. The cold chain logistics service provided by the enterprises varies considerably in quality. Considering the diversification of consumer requirements, logistics service providers see customer satisfaction as the important decision factors. This paper...
With globalization, commercial banks are facing increasingly strong competition, and their success now depends less on their hard power, but more on such soft powers as product ideas and moral orientation. Consequently, how to win customer with higher service quality, and to maintain and enlarge customer groups, becomes a central issue for them. By way of a customer questionnaire, this paper investigates...
This paper tries to do the research of analyzing the relation of the customer trust, the customer satisfaction and purchase intention under the electronic commerce shopping environment. Drawing on the theory of customer trust, customer satisfaction and purchase intention, based on a survey of 102 respondents from the University in China, the United Kingdom, and the United States, the results showed...
With the dramatic competition in the Information Technology (IT) industry, if the IT business wants to obtain a more stable marketplace and maintain a constant source of profits. How to maintain long-term and relatively stable trading relations with customers need to be considered. Further more, they should also encourage customers to generate repurchase intention and conduct buying behaviors. This...
The main objectives in implementing Total Quality Management (TQM) in any organizations are to ensure their products manufactured or services provided shall satisfy their customers' requirements and needs. Therefore, the level of awareness of TQM has increased considerably over the past few years. Due to this reason, the objectives of this research are carried out to investigate the level of TQM implementation...
Along with the activity of human on social media platform increasing, social media analysis has been widely used in various fields' research, including sentiment analysis. In this paper, we propose a framework to evaluate customer satisfaction on the basis of the data from social media platform and the technology of sentiment analysis. Evaluating customer satisfaction based on the comments from social...
As Social Media platforms have become increasingly popular among customers, Firms are still exploring ways to harness the potential of these platforms. The viralness of these platforms increases the reach of customer complaints and exacerbates the impact from follow-up comments by the dissatisfied customers. By analyzing complaint tweets and drawing from Justice theory, we explore how organizations...
Although cost-benefit analyses are an important aspect of information technology (IT) security (ITS) management, previous research focuses largely on the customer perspective and neglects the supplier side. However, since ensuring a high level of ITS in modern IT products is typically associated with a large investment, customers' willingness to pay is essential for decision making in the context...
Seminal article [14] on “Building theories from Case Study Research” has motivated researchers of diverse areas to adopt case study methodology to build concepts and theories and case research on TQM implementation concepts is no exception. The purpose of this paper is to identify the critical success & failure factors for TQM Implementation from the real case analysis. It has been found that...
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