Search Results - subject_exact:"Customer satisfaction"

The relationship between employee satisfaction and perceived organizational performance

Magnus Asgeirsson; Thorhallur Gudlaugsson; Gylfi … - 2026

Employee satisfaction remains a central theme in management, with substantial evidence linking it to organizational performance. This study examines the nature and strength of that relationship and investigates whether its magnitude varies across different performance indicators. Using existing...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015612255

Governance and service quality as drivers of organizational performance in the Portuguese telecommunications sector

Castro, Núria; Vilhena, Estela; Sousa, Barbosa Bruno; … - 2026

This study aims to assess the perceived quality of telecommunication services in Portugal and examine how governance practices influence organizational performance, addressing the lack of empirical evidence on service quality gaps in the Portuguese telecommunications sector. Specifically, it...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015612334

A refined Kano model approach to sustainable last-mile convenience services and customer satisfaction

Gyenge, Balázs; Póka, Viktor; Mészáros, Kornélia - 2026

Background: Last-mile logistics is one of the most complex and cost-intensive segments of supply chains, particularly in densely populated urban environments where rising customer expectations, sustainability requirements, and operational constraints increasingly intersect. Despite growing...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015647685

Service quality dimensions in Austrian food retailing : a text mining approach for physical retail stores

Falatouri, Taha; Brandtner, Patrick; Nasseri, Mehran; … - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015546810

Measuring customer experience in e-retail

Pires, Paulo Botelho; Perestrelo, Beatriz Martins; … - 2025

In digital retail, where competition intensifies and customer expectations evolve rapidly, understanding the interplay among customer experience metrics is critical for strategic decision-making. Despite widespread adoption of feedback programmes, practitioners struggle to interpret how...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015549141

Fifteen years of research on customer loyalty formation : a meta-analytic structural equation model

So, Kevin Kam Fung; Yang, Yang; Li, Xiang - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015371704

The effect of digital touchpoint usage experience on customer loyalty mediated by digital engagement and customer satisfaction

Nanta, Teuku Muda; Noermijati, Noermijati; Rohman, Fatchur - 2025

This study aims to determine the influence of digital touchpoint usage experience, specifically through the myIndiHome application, on customer loyalty, with digital engagement and customer satisfaction as mediating variables. The study used a quantitative method to survey 385 active IndiHome...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015334439

Modeling a sustainable decision support system for banking environments using rough sets : a case study of the Egyptian Arab Land Bank

Elnagar, Mohamed A.; Aty, Jaber Abdel; Elhady, … - 2025

This study addresses the vast amount of information held by the banking sector, especially regarding opportunities in tourism development, production, and large residential projects. With advancements in information technology and databases, data mining has become essential for banks to...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015338327

Towards societal satisfaction in a fifth generation of quality : the sustainability model

Deleryd, Mats; Fundin, Anders - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015338621

A systematic review of theoretical, methodological, contextual, and content-related foundations of customer delight research

Stange, Raphael; Scheffler, Paul; Henseler, Jörg - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015338778

Cybersecurity practices and supply chain performance : the case of Jordanian banks

Al-Khatib, Saleh Fahed; Ibrahim, Yara Yousef; Alnadi, … - 2025

This study explores the impact of cybersecurity practices on supply chain performance in the Jordanian banking sector. A survey was used to obtain data from managers and customers. Data from 40 managers' and 250 digital banking customers' surveys were collected, of which 220 were valid to be...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015192955

Effectiveness of customer relationship management in shopping malls : mall-retailer collaboration empirics

García-Nieto, Manuel; Ramón-Jerónimo, Juan Manuel; … - 2025

This study examines the collaborative impact of Customer Relationship Management (CRM) between shopping mall management and retailers on customer traffic. Through a multiple case study involving 30 interviews with managers from various traditional shopping malls and factory outlets, the research...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015193121

The future of work : understanding the effectiveness of collaboration between human and digital employees in service

Le, Khanh Bao Quang; Sajtos, Laszlo; Kunz, Werner H.; … - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015386519

On the drivers of customer needs and satisfaction in insurance : a small enterprises based study

Mussak, Pirmin; Stricker, Lukas - 2025

Das Segment der Kleinunternehmen, dem Unternehmen mit bis zu 49 Mitarbeitern angehören, wird von 70% der befragten Schweizer Schaden- und Lebensversicherungsunternehmen als wichtige strategische Zielgruppe in der Geschäftsentwicklung betrachtet. Trotz dieser Bedeutung wurde bisher...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015419471

Demographic capital and the conditional validity of servperf : rethinking tourist satisfaction models in an emerging market destination

Pérez-Campdesuñer, Reyner; Sánchez-Rodríguez, Alexander - 2025

Tourist satisfaction models typically assume that service performance dimensions carry the same weight for all travelers. Drawing on Bourdieu, we reconceptualize age, gender, and region of origin as demographic capital, durable resources that mediate how visitors decode service cues. Using a...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015436046

The hidden keys to customers satisfaction in the booming cloud kitchen industry of Bangladesh

Rahman, Md. Azizur; Akter, Salma; Ashrafi, Taj - 2025

Este estudio explora los factores más influyentes en la satisfacción del consumidor en el próspero negocio de la cocina en la nube en Bangladesh, teniendo en cuenta las percepciones cambiantes y los avances tecnológicos. Hemos analizado cómo afectan a la satisfacción en el mercado...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015438139

Receiving employee attention on the floor of the store and its effects on customer satisfaction

Söderlund, Magnus; Julander, Claes-Robert - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015456505

AI business applications training and business outcomes : an inclusive intervention for underrepresented entrepreneurs

Drydakis, Nick - 2025

This study investigates the associations between university-led training in AI business applications and business outcomes among small firms, with a focus on underrepresented entrepreneurs in England, Wales, and Scotland. A total of 121 non-native, disabled, and non-heterosexual entrepreneurs...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015461407

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AI Business Applications Training and Business Outcomes: An Inclusive Intervention for Underrepresented Entrepreneurs

Drydakis, Nick - 2025

Book / Working Paper

AI Business Applications Training and Business Outcomes: An Inclusive Intervention for Underrepresented Entrepreneurs

Drydakis, Nick - 2025

Book / Working Paper

AI business applications training and business outcomes : an inclusive intervention for underrepresented entrepreneurs

Drydakis, Nick - 2025

Book / Working Paper

Assessment of service quality of wholesale construction and finishing materials sales companies : case of Lithuania

Linkevič, Monika; Meidutė-Kavaliauskienė, Ieva - 2025

Customer service is one of the main factors influencing the success of a company's operations, as it directly determines customer satisfaction, loyalty and the company's image. High-quality service encourages customers to return and strengthens long-term cooperation. This article analyses...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015611281

The moderating role of FinTech in the relationship between customer satisfaction and retention in the banking sector

Ajouz, Mousa; Shehadeh, Maha; Issa, Sara; Nawawra, Haya - 2025

This study investigates the influence of banking service quality and customer trust on customer retention behavior, considering the mediating role of customer satisfaction and the moderating role of FinTech. In light of the growing digitalization in the banking sector, the study aims to...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015590748

Perceived value and customer satisfaction in the Nigerian airlines businesses

Adebayo, Adeyemi Abdulwasiu; Salau, Abdulazeez Alhaji - 2025

Manuscript type: Research Article. Research Aims: This study investigated the influence of customer perceived value proxy with customer experience and service quality in building satisfaction in the Nigerian Airline business. Design/methodology/approach: The study employed a quantitative...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015591894

Going beyond adoption : unveiling the drivers of customer continuance intentions to use FinTech in Ethiopia

Seyum, Abebe A.; Wang, Shuxiang; Zhang, Nana; Wang, Liya - 2025

Purpose: The purpose of this study is to explore the factors influencing customers' continuance intention to use financial technology (FinTech) by integrating the technology acceptance model (TAM) and the expectation-confirmation model (ECM). Design/methodology/approach: A self-administered...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015605572

Unlocking consumer behaviour : how satisfaction and/or delight, trust and perceived value drive behavioural intentions

Roberts-Lombard, Mornay; Jaiyeoba, Olumide Olasimbo - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015624614

The role of AI-powered chatbots on improving customer experience in e-commerce : a case study of pharmaceutical organisations in Shanghai

Jing, Ziyi; Tachakorn Wongkumchai - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015632914

The mediating roles of service experience and satisfaction : how servicescape influences loyalty and electronic word-of-mouth

Sareeya Wichitsathian; Adisak Suvittawat - 2025

Servicescape, the physical and social environment of a service setting, is a critical strategic tool for creating competitive advantage. While its influence on customer loyalty and electronic word-of-mouth (e-WOM) is established, the underlying psychological mechanisms remain inadequately...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015558425

Are smartphones moving toward commoditization? : evidence from the Italian market

Castaldi, Laura; Augurio, Alessandro; Mazzoni, Clelia; … - 2025

Framing of the research: The global smartphone market may be entering a phase of commoditization, where consumers are well-informed, perceive products as (almost) interchangeable, face low switching costs, and make rational choices. Purpose of the paper: This paper investigates whether the...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015559805

Self-promotion by non-human service agents : an examination of the impact on customer satisfaction

Söderlund, Magnus; Mårtensson, Maria - 2025

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015515883

Supply chain innovative practices and customer satisfaction : insights from manufacturing SMEs

Lelo, John Meku; Israel, Baraka - 2024

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014584061

NPS from the customer's perspective : the influence of the recent experience

Pechter, Jonna; Kuusik, Andres - 2024

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014584480

Conceptual framework for unlocking customer satisfaction drivers in digital vendor-managed inventory systems

Osarenkhoe, Aihie; Fjellström, Daniella; Gioeli, Tove; … - 2024

There are calls in the extant literature for further exploration into the factors influencing customer satisfaction in industrial vending solutions (IVS), a distinct vendor-managed inventory method. This study delves into these factors, identifying primary drivers of satisfaction, perceptions of...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015071516

Empirical examination of the relationship between supply chain effectiveness and a company's overall success

Bharadwaj, Prashanth Nagendra - 2024

The relationship between the effective management of supply chains and overall organizational success is not fully explained in the literature. The differences in the effectiveness of supply chains as well as the corporate social responsibility (CSR) of supply chain companies in North America,...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014527035

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Empirical examination of the relationship between supply chain effectiveness and a company's overall success

Bharadwaj, Prashanth Nagendra - 2024

Article

The impact of user preference and perceived value on customer satisfaction and marketability at traditional handicraft product

Liu, Haoran; Hassan Alli; Irwan Syah Md Yusoff - 2024

The main objective of this study is to investigate the impact of user preferences and perceived value on traditional handicraft products in terms of customer satisfaction and sales performance through empirical research. The study used a questionnaire to collect data from 299 customers in retail...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014528097

Customers' prior knowledge in the servitization of traditional handicrafts

Ho, Bach Quang - 2024

To enhance the competitiveness of the traditional handicraft industry, providers should offer service experiences using their products (i.e., servitization) instead of merely selling them. Effective management for servitization in the traditional handicraft industry must consider the differences...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014514077

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Customers' prior knowledge in the servitization of traditional handicrafts

Ho, Bach Quang - 2024

Article

Factors influencing user perception and adoption of e-government services

Ilieva, Galina; Yankova, Tania; Ruseva, Margarita; … - 2024

The objective of this study is to investigate and determine factors influencing user perception and acceptance of electronic government services in the context of technological advancements. The research focuses on classifying the main features of e-administrative systems with an emphasis on...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014505332

Exploring the importance of building strong customer relationships

Seturi, Maia - 2024

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014507363

Corporate governance, corporate social responsibility and bank performance in Vietnam with mediators

Quoc Trung Nguyen Kim - 2024

This study aims to estimate the effect of corporate governance on the performance of commercial banks in Vietnam. By using the qualitative method (interview and survey of experts) and the quantitative method (PLS-SEM data analysis using SmartPLS4), the findings confirm the direct effect of...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014521340

Contract fulfilment, quality management, ICT adoption, government, and co-worker support: a conceptual framework for student contentment in higher educational institutions

Koomson, Samuel - 2024

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015457229

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Contract fulfilment, quality management, ICT adoption, government, and co-worker support : a conceptual framework for student contentment in higher educational institutions

Koomson, Samuel - 2024

Article

The power of AI : enhancing customer loyalty through satisfaction and efficiency

Singh, Pragya; Singh, Vandana - 2024

In the rapidly evolving landscape of customer service, integrating AI-powered solutionshas emerged as a game-changer. This study delves into the intricate dynamics of AI-Powered Customer Service and its profound impact on customer loyalty, specifically focusing on the mediating roles played by...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10014526490

Chat marketing's impact on customer support satisfaction in financial startups

Justinas, Kisieliauskas; Anas, Shamsi Basha; Mantautas, … - 2024

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015152755

Financial re-engineering and customer performance of poultry business in Nigeria

Alawode, Olufemi Peter; Nwobodo, Helen; Ogunfowora, Afolake - 2024

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015094979

The role of a smile in customer-employee interactions : primitive emotional contagion and its boundary conditions

Hofmann, Verena; Stokburger-Sauer, Nicola; Wetzels, Martin - 2024

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015133713

Exploring the influence of service quality and perceived value on customer satisfaction and loyalty in a social commerce environment

Yum, Kyeongmin - 2024

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015323939

Customer perceptions of firm innovativeness and market performance : a nation-level, longitudinal, cross-industry examination

Keiningham, Timothy; Aksoy, Lerzan; Buoye, Alexander; … - 2024

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015375674

Affect-as-information : customer and employee affective displays as expeditious predictors of customer satisfaction

Ashtar, Shelly; Yom-Tov, Galit B.; Rafaeli, Anat; … - 2024

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015375820

Service quality, customer satisfaction and loyalty in the freight forwarding industry : the moderating role of animosity and CRM

Balaji, K.E.; Yoganandan, G.; Vasan, M. - 2024

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015358524

Generative AI's impact on customer satisfaction : a fintech perspective

Israfilzade, Khalil; Vlasenko, Danylo - 2024

Over several decades, artificial intelligence has evolved from the initial attempts to replicate human reasoning to the advanced applications that propel business innovation across various industries. This paper examines the capacity of Generative Artificial Intelligence to improve customer...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015472043

Reassessing customer trust and privacy concerns in omnichannel customer experience

Riaz, Hadiqa; Ahmed, Hassaan; Jibril, Abdul Bashiru - 2024

In today's retail landscape, omnichannel customer experience plays a crucial role in fostering long-term customer trust and satisfaction. However, there remains a gap in understanding the precise impact of omnichannel experiences on these key factors. This research addresses this gap by...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015448874

Perceived ease of use, perceived usefulness, and customer satisfaction as driving factors on repurchase intention : the perspective of the e-commerce market in Indonesia

Nuralam, Inggang Perwangsa; Yudiono, Nur; Fahmi, … - 2024

This research aims to investigate TAM as a theoretical framework for explaining customer behavior in online purchases through e-commerce, with customer satisfaction serving as a mediating variable towards repurchase intention. A quantitative approach was employed, utilizing statistical analysis...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015448950

Structural determinants of customer loyalty among long-term insurance consumers in Namibia

Tjizumaue, Bianca; Atiku, Sulaiman Olusegun - 2024

Customer satisfaction, retention, and loyalty are essential for a positive return on sales in the insurance industry. This study examines the key determinants of customer loyalty among long‑term insurance consumers in Namibia. The mediating role of customer satisfaction was also examined in...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015449032

Evaluating customer satisfaction with the quality of online banking services after COVID-19 : developing country perspective

Gazi, Md. Abu Issa; Al Masud, Abdullah; Amin, Mohammad Bin - 2024

This study aimed to assess customer satisfaction levels with the quality of online banking services in the Islamic banking sector of Bangladesh, particularly after the COVID-19 pandemic. Data were collected from 280 online banking customers using a modified questionnaire based on the SERVQUAL...

Persistent link: https://www.econbiz.de, ebvufind01.dmz1.zbw.eu/10015449130