Stephen Jaros
Charles L. Martin, Charles A. Pranter
Describes how customers potentially influence the satisfaction and dissatisfaction of other customers in many service environments. Explains why service marketers and operations marketers should be aware of the impact of such customer‐to‐customer relations. Examines the issues of customer compatibil...
Kazi Omar Siddiqi
The main objective of this study is to find the interrelationships between service quality attributes, customersatisfaction and customer loyalty in the retail banking sector in Bangladesh. The study sought to identify themost important attributes in bank settings, which may be used to review charact...
Mohammad Muzahid Akbar, Noorjahan Parvez
This research has proposed a conceptual framework to investigate the effects of customers’ perceived service quality, trust, and customer satisfaction on customer loyalty. To test the conceptual framework, structural equation modeling (SEM) has been used to analyze the data collected from 304 custom...
Syed Saad Andaleeb, Nazlee Siddiqui, Shahjahan Khandakar
Concern over the quality of health care services in Bangladesh has led to loss of faith in public and private hospitals, low utilization of public health facilities, and increasing outflow of Bangladeshi patients to hospitals in neighbouring countries. Under the circumstances, assessment of the coun...
Nadim Jahangir, Noorjahan Begum
This research intends to propose a conceptual framework that will investigate the effects of perceived usefulness, ease of use, and security and privacy on customer adaptation mediated through customer attitude in the context of e-banking. To test the framework, structural equation modeling techniqu...
Musfiq Mannan Choudhury, Paul Harrigan
Customer relationship management (CRM) is a continually evolving domain and now social media technologies have revolutionized the way businesses and consumers interact. Hence, the new dimension of social CRM focuses on customer engagement domain, and now social media technologies have revolutionised...
Mahmud Akhter Shareef, Abdullah M. Baabdullah, Shantanu Dutta, Vinod Kumar et al.
Many seminal studies have explored consumers’ attitude and perception to adopt mobile banking as a general and unique service channel. However, no empirical studies have so far addressed consumers’ intentions to select mobile banking service delivery channel from behavioral, technological, social, c...
Erdener Kaynak, Orsay Kucukemiroglu, Akmal S. Hyder
In recent years, consumers worldwide have been having increased access to a wide variety of products and services from other countries. Furthermore, with advances in satellite communication, travel, television outreach and Internet access as well as increased education, consumers all over the world ...
Syed Saad Andaleeb
This study compares the quality of services provided by public and private hospitals in Bangladesh. The premise of the paper was that the quality of hospital services would be contingent on the incentive structure under which these institutions operate. Since private hospitals are not subsidized and...
Mohammad Zahedul Alam, Wang Hu, Md. Abdul Kaium, Md. Rakibul Hoque et al.
Due to the low adoption rate of mHealth apps, the apps designers need to understand the factors behind adoption. But understanding the determinants of mHealth apps adoption remains unclear. Comparatively less attention has been given to the factors affecting the adoption of mHealth apps among the yo...
Karen Flaherty, James M. Pappas
Leader-Member Exchange Theory (LMX) offers a way to better understand nuances of the salesperson-sales manager relationship. The study reported here employs leader-member exchange theory to evaluate how sales employees develop trust with their managers. Findings show that salespeople's perceptions o...
Amanuel G. Tekleab, Kathryn M. Bartol, Wei Liu
Abstract Two studies examined the relationship between actual pay and distributive and procedural justice, and the extent to which these perceptions were related to two important pay satisfaction dimensions, pay level and pay raise, and ultimately, impacted turnover. For each study the measures of p...
Selim Ahmed, Ahmed Al Asheq, Ezaz Ahmed, Ujjal Yaman Chowdhury et al.
Purpose The purpose of this study is to determine how consumers perceive restaurant service in Bangladesh. The goal of this study is to determine the impact of perceived service quality and price fairness on consumer satisfaction and loyalty toward restaurant services. Design/methodology/approach Th...
George Balabanis, Nina Reynolds
The study examines how different consumers evaluate online shopping sites set upby bricks-and-mortar retailers. In particular, it examines how differences in consumers' informationprocessing abilities and motivation as well as in their predispositionstowards a site's material affect their attitudes ...