customer satisfaction
This topic currently groups 21 published articles across 19 issues.
The effect of customer satisfaction in the betting shop on service quality: A UK perspective
Shaheda Akther • Palto Datta
Volume 19 Issue 02 · 08 May 2025
Purpose: This study aims to investigate the relationship between service quality and customer satisfaction within the context of betting shops in the United Kingdom. It does this by outlining the stringent regulations t…
Corporate Social Responsibility (CSR) and consumer purchase intention in the UK fashion industry
Thu Kywe Khant Soe • Palto Datta
Volume 19 Issue 01 · 02 Nov 2024
As consumers become more aware of their purchasing decisions' social and environmental impacts, fashion businesses in the UK increasingly turn to corporate social responsibility (CSR) strategies to gain a competitiv…
Seaport marketing strategies and its impact on customer satisfaction
Dalia Fahmy Amara • Eiman Medhat Negm
Volume 17 Issue 01 · 31 Oct 2022
In the world today, seaports play a crucial role in the economic and environmental sustainability of tourism destination. Seaports and their related facilities of different types and sizes are competing to capture marke…
The impact of service quality drivers on customer satisfaction in internet provision services of Zimbabwe
Morelight Virima • Maxwell Sandada • Tinashe TR Ndoro • Tinashe Chuchu
Volume 14 Issue 01 · 29 Sep 2019
The purpose of the research was to examine the impact of service quality on customer satisfaction amongst customers in the internet service provision sector of Zimbabwe. In the study, service quality consisted of six di…
Promoting responsible service policy: The impact of complaint invitation on perceived service recovery performance
Phimai Nuansi • Piya Ngamcharoenmongkol
Volume 13 Special Edition · 27 May 2019
Given that developing effective, accountable and transparent institutions are the targets of sustainable development goals (SDGs), a shift toward more responsible actions are required for service providers. The present…
The influence of loyalty programs on South African Youth’s repeat purchase behaviour
Siphiwe Dlamini • Nathalie Beatrice Chinje
Volume 13 Issue 03 · 01 Apr 2019
Despite the substantial interest in loyalty programs amongst marketing scholars and professionals, few studies have been conducted amongst the youth within emerging markets. The purpose of the study was to examine the m…
Customer satisfaction and loyalty drivers in the Zambian mobile telecommunications industry
Mlenga G. Jere • Alick Mukupa
Volume 13 Issue 02 · 07 Dec 2018
This paper explores the extent to which customer satisfaction, service quality, customer service, price, corporate image, and network coverage influence customer loyalty in the mobile…
How interactions influence customer empowerment and satisfaction in the retail industry
Javier Castillo
Volume 12 Issue 4 · 04 Jul 2018
Interactions with consumers in a retail environment play a fundamental role to increase sales, improve satisfaction and promote loyalty among such consumers, at the same time of improve finan…
The relationship between internal marketing and employee job satisfaction: A study from retail shops in Bangladesh
Md. Atiqur Rahman Sarker • Dewan Mehrab Ashrafi
Volume 12 Issue 3 · 20 Apr 2018
A Retail store is now a prevalent concept in Bangladesh offering a wide range of necessity goods for household and daily living. Within the last one decade, superst…
The influence of educational e-services, advising support, available information, and knowledge acquired on customer satisfaction:The Egyptian private higher education
Hend Abd El Halim • Rasha Abd El Aziz
Volume 11 Issue 4 · 22 Jul 2017
Egypt is one of the significant nations in the district, particularly with its high populace. Although, the Egyptian Higher Education (HE) is the largest in the MENA region, and despite the clear investments in ICT, it…
The relationship between big five personality traits, customer empowerment and customer satisfaction in the retail industry
Javier Castillo
Volume 11 Issue 2 · 29 Jan 2017
Big Five Personality Dimensions are considered important to understand how consumers behave and tend to prioritize aspects in a retail business environment. This research provides evidence of how the Big Five Personalit…
A study of customer satisfaction on select service dimensions with reference to ATMs and CDMs services in Oman
Syed Ahsan Jamil • Khaliquzzaman Khan
Volume 10 Issue 3 · 17 Jul 2016
In order to provide better services to customers, banks have been using different types of online banking, ATMs, and CDMs. A very large proportion of bank customers use ATMs and CDMs for their routine operations. This s…
Assessing the implementation of TQM in the hospitality industry in Alexandria
Reem Bahaa El Masry • Reham Yassin Hamido • Hala Nabil Hilaly
Volume 10 Issue 1 · 04 Nov 2015
In today’s highly competitive, global marketplace, a company that excels is one that continually strives to identify and focus on factors critical to its customers and improve its processes in order t…
Analysing relationship between employee job satisfaction and motivation
Louise van Scheers • Johan Botha
Volume 09 Issue 1 · 09 Nov 2014
Customer service is an integral part of doing business today. Customer service providers must have adequate preparation to interact effectively with the customer. The preparation is a result of a commitment to increase…
An accounting reflection of quality cost and customer satisfaction of health products in Nigeria
Cletus O. Akenbor
Volume 08 Issue 2 · 02 Jun 2014
The purpose of this study was to examine the accounting reflection of quality cost and customer satisfaction of health products in Nigeria. To achieve this purpose, hypotheses were raised and a critical review of extant…
The impact of corporate image and reputation on service quality, customer satisfaction and customer loyalty: testing the mediating role. Case analysis in an international service company
Eman Mohamed Abd-El-Salam • Ayman Yehia Shawky • Tawfik El-Nahas
Volume 08 Issue 1 · 02 Jun 2014
The purpose of this paper is to explore the relationship among corporate image and reputation, service quality, customer satisfaction and customer loyalty through a case analysis on one of the biggest Egyptian company.…
Level of customer satisfaction: an analysis of Vodacom services in Gauteng province of South Africa.
Akhabue A. Okharedia
Volume 08 Issue 1 · 02 Jun 2014
The principal aim of this research paper is to investigate the factors that influence customer satisfaction in respect of the services rendered by Vodacom in Gauteng province of South Africa. In view of this, the resear…
Impact of a localized marketing strategy on an international fast food chain within the Central American Region
Javier Castillo
Volume 08 Issue 1 · 02 Jun 2014
The main interest of this document is to describe the importance of a localized marketing strategy and its implications when operating in the fast food industry within the Central America region, at the same time of ill…
Customer Services Quality and Customer Satisfaction in the Retail Banking Industry in Gahan
Yvonne Nimoh-Brema
Volume 04 Issue 1 · 09 Sep 2013
This study seeks to examine the quality of service delivery of retail banks in Ghana using the five SERVQUAL dimensions by Parasuraman et al 1990. It also ascertains the perception of quality service held by customers o…
Out of Stock conditions affecting Customer satisfaction and customer loyalty
Jayanthi Ranjan • Sandeep Puri
Volume 06 Issue 2 · 18 Jun 2012
In the retail industry, customer experience, satisfaction and service are going to become the limiting differentiators. Increasing competition is creating pressure on retailers to improve both inventory turnover and cus…
The Internet: a tool for Enhancing Customer's Shopping Satisfaction
Alex Addae-Korankye • Gladys Njoh
Volume 01 Issue 2 · 29 Feb 2012
Recent researches have predicted that the growth in Internet shopping will show an upward trend over the next few years although the factors that will determine or influence this growth are still uncertain. This paper e…