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Determinants of customer satisfaction of banking industry in Bangladesh

Uddin, Mohammed Belal; Akhter, Bilkis - In: Pakistan Journal of Commerce and Social Sciences (PJCSS) 6 (2012) 2, pp. 242-256

This study aims to investigate, through the development and operationalized constructs of service quality, service charge, perceived value, and customer satisfaction; customer satisfaction and its determinants of the banking industry in Bangladesh. An exploratory factor analysis and structural...

Persistent link: https://www.econbiz.de/10011938313

Guilt from promise-breaking and trust in markets for expert services: Theory and experiment

Beck, Adrian; Kerschbamer, Rudolf; Qiu, Jianying; … - 2010

We examine the influence of guilt and trust on the performance of credence goods markets. An expert can make a promise … to a consumer first, whereupon the consumer can express her trust by paying an interaction price before the expert …'s provision and charging decisions. We argue that the expert's promise induces a commitment that triggers guilt if the promise is …

Persistent link: https://www.econbiz.de/10010269892

Guilt from Promise-Breaking and Trust in Markets for Expert Services - Theory and Experiment

Beck, Adrian; Kerschbamer, Rudolf; Qiu, Jianying; … - 2010

Persistent link: https://www.econbiz.de/10010294816

Measuring service quality: The opinion of Europeans about utilities

Ferrari, Pieralda A.; Salini, Silvia - 2008

This paper provides a comparative analysis of statistical methods to evaluate the consumer perception about the quality of Services of General Interest. The evaluation of the service quality perceived by users is usually based on Customer Satisfaction Survey data and an ex-post evaluation is...

Persistent link: https://www.econbiz.de/10010270942

Loyalty rewards and monopoly pricing

Ackermann, Philipp - 2010

argue that loyalty discounts for repeat customers constitute a commitment device beneficial to suppliers rather than …

Persistent link: https://www.econbiz.de/10010316045

Switching costs, firm size, and market structure

Loertscher, Simon; Schneider, Yves - 2005

In many markets, homogenous goods and services are sold both by large global frms and small local frms. Surprisingly, the large frms charge, often substantially, higher prices. Examples include hotels, airlines, and coffee shops. This paper provides a parsimonious model that can account for...

Persistent link: https://www.econbiz.de/10010315515

Estimating the Lock-in Effects of Switching Costs from Firm-Level Data

Kézdi, Gábor; Csorba, Gergely - 2011

This paper proposes a simple method for estimating the lock-in effects of switching costs from firm-level data. We compare the behavior of already contracted consumers to the behavior of new consumers as the latter can serve as contrafactual to the former. In panel regressions on firms' incoming...

Persistent link: https://www.econbiz.de/10010494463

Trust, communication and contracts: Experimental evidence

Ben-Ner, Avner; Putterman, Louis - 2006

We introduce opportunities for pre-play communication and to enter binding or non-binding contracts in trust games, and …

Persistent link: https://www.econbiz.de/10010318895

Lavish returns on cheap talk: Non-binding communication in a trust experiment

Ben-Ner, Avner; Putterman, Louis; Ren, Ting - 2007

We let subjects interact with anonymous partners in trust (investment) games with and without one of two kinds of pre …

Persistent link: https://www.econbiz.de/10010318961

Relationship marketing estimation model in emerging economies: Dyadic versus non-dyadic approach

Setyawan, Anton Agus; Purwanto, Bernardinus M.; … - In: Organizations and Markets in Emerging Economies 10 (2019) 2, pp. 174-195

The purpose of this study is to analyze two estimation models related to relationship marketing in business-to-business interactions in the context of emerging economies. We compare two estimation models - one based on a dyadic approach and another based on a non-dyadic approach. We estimate...

Persistent link: https://www.econbiz.de/10015401388