Purpose – In the GSM mobile telephony sector, the main condition for protecting the subscriber base is to win customer loyalty, a key necessity for the maintenance of a brand's life in the long term. To achieve this aim, customer satisfaction and trust must be measured and “switching...

Purpose – To build a National Consumer Satisfaction Index for Turkey, drawing on models already in existence in Sweden, the USA, Norway and the European Union. In so doing, to remedy observed practical shortcomings of those indices. Design/methodology/approach – Structural equation modelling...

This study employs six dimensions of service quality scale that is developed by Carman (2000) and Kara et al. (2005) to better understand the factors underlying healthcare customers' perceptions of service quality. These dimensions investigated are namely tangibility, reliability,...