Purpose – Global mobile communication is one of the most dynamic and important service markets. Several researchers suggest using a theoretical approach to develop a much deeper insight into key marketing constructs such as service quality, customer perceived value, customer satisfaction,...

Purpose – The purpose of this paper is to develop a new model – namely service quality enhancement – in the electricity utility sector of south India and to test this model's fitness. Design/methodology/approach – Effective customer satisfaction investigation is a very important...

Purpose – The purpose of this paper is to test some antecedents and outcomes of satisfaction in the banking sector in Malaysia. Design/methodology/approach – A research model based on the customer satisfaction index (CSI) was developed and tested using structural equation modeling technique...

Purpose – Considering the significance of customer satisfaction and commitment in the competitive banking industry of developing countries, the purpose of this paper is to investigate the alternative relationships of satisfaction with various types of commitment, benefits, quality and trust....