Listando por materia "Fidelización del cliente"
Mostrando ítems 1-10 de 10
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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 ... -
Behavioral profiles of consumers of online travel agencies
(International Journal for Quality Research, 2018)The aim of the article is threefold: analyzing (1) the antecedents of satisfaction of online travel agencies (OTAs)' customers, and the mediating role of loyalty, and word of mouth; (2) the different ... -
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 ... -
Determinants of on-line booking loyalties for airline ticket purchasing
(Tourism Management, 2013-04)The aim of the present study is to understand the impact of e-quality on costumer’s loyalty in the context of the online airplane ticket purchase. For this purpose, quality is divided in two dimensions: ... -
Functional quality and hedonic quality: a study of the dimensions of e-service quality in online travel agencies
(Information and Management, 2012-11)We attempted to clarify the dimensions of e-service quality and their role in producing perceived value and loyalty among customers of e-commerce websites. We particularly examined whether e-quality ... -
Impact of e-quality and service recovery on loyalty: a study of e-banking in Spain
(Total Quality Management & Business Excellence, 2012-01-18)The purposes of this study are twofold: (i) to propose and apply scales to measure service quality and service recovery in the setting of electronic banking (e-banking) services; and (ii) to examine the ... -
La influencia de la calidad percibida en el sector de la distribución alimentaria por internet: perspectiva multidimensional aplicada a un supermercado online
(Revista de Estudios Empresariales. Segunda época, 2012-07-02)Desde la publicación de los primeros trabajos para evaluar la calidad en los servicios durante los años 80 han aparecido nuevos instrumentos de medición especializados en ámbitos concretos. Así, con la ... -
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 ...