Visualitzant per matèria "Consumer satisfaction"
Ara mostrant els elements 1-6 de 6
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Assessing e-service quality: the current state of E-S-QUAL
(Total Quality Management & Business Excellence, 2012)Purpose: this study seeks to holistically undertake a comprehensive review of the current state of the E-S-QUAL scale including methodology used, suggestions, and limitations associated with the adoption ... -
Assessing learner satisfaction by simultaneously measuring learner attitude, motivation, loyalty, and service quality in English academies
(Innovations in Education and Teaching International, 2015-09-30)The aims of this study are threefold in their approach to English academy teaching: (i) to assess learner satisfaction, (ii) to assess the impact of satisfaction on loyalty and (iii) to assess the three ... -
The contest determinant of delight and disappointment: a case study of online banking
(Total Quality Management & Business Excellence, 2013-05-07)Purpose: This study considers perceived online service quality and online service recovery as antecedents to online satisfaction for the purposes of investigating which factor has the most significant ... -
Critical factors in the evaluation of online media: creation and implementation of a measurement scale (e-SQ-Media)
(Universal Access in the Information Society, 2017-03)This paper seeks to develop and validate a measurement scale of perceived quality in the online media (e-SQ-Media), and to explore the influence of perceived quality on satisfaction and loyalty in the ... -
Fulfilment of expectations mediating quality and satisfaction: the case of hospital service
(Total Quality Management & Business Excellence, 2017-11-15)Many attempts have been conducted during the last decades to define a quality measurement scale in the health sector; however, there is not yet a complete agreement on which dimensions impact satisfaction. ... -
Investigating discrepancies between e-services implementing or not ISO 9001: customers' outlook in the backdrop of e-services in Catalonia (Spain)
(International Journal for Quality research, 2011)This paper seeks to investigate from customers´ perspective, if the implementation of ISO 9001 with the scope directly related to customers (offices, claims, etc.), spawn any discrepancies on service ...