Customer feedback capabilities and mechanisms were identified and evaluated in30 bank and credit union sites in Las Vegas, Nevada, USA. Additionally, 82 US Internet bank sites were identified and evaluated withrespect to their customer feedback capabilities. Comparisons were made between the...

This article presents the findings of a comprehensive, exploratory survey concerning transportation quality improvement programs. Various quality improvement program dimensions were compared among two groups of respondents: those who experienced market share increases or cost decreases...