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The impact of perceived value, customer expectations, and patient experience on the satisfaction of contracted patients in hospitals [PDF]

BMC Health Services Research
Background There is a growing focus on researching healthcare services to identify factors associated with satisfaction in family contract services in China. However, previous satisfaction studies have mainly focused on the primary healthcare. Currently,
Xin Rao, Li Luo, Jie Xiang, Xingyue Wang
doaj   +2 more sources

Social Media Customer Expectations: Brand Engagement in Maintaining Customer Loyalty

JPBM (Jurnal Pendidikan Bisnis dan Manajemen), 2020
This study aimed to find out the description of the level of brand engagement and customer loyalty on Twitter social media users in Indonesia. The research design of this study was a cross-sectional method.
L. A. Wibowo, Lisnawati Lisnawati, R Adzimaturrahmah   +2 more
doaj   +5 more sources

The nature and determinants of customer expectations of service

Journal of the Academy of Marketing Science, 1993
A conceptual model articulating the nature and determinants of customer expectations of service is proposed and discussed. The model specifies three different types of service expectations: desired service, adequate service, and predicted service. Seventeen propositions about service expectations and their antecedents are provided.
Leonard L. Berry, Valarie Zeithaml, A Parasuraman   +2 more
exaly   +3 more sources

Aligning innovative banks’ sustainability strategies with customer expectations and perceptions: The CSR feedback framework

Journal of Innovation & Knowledge
In the ever-evolving banking landscape, effectively addressing sustainability concerns while meeting customer expectations is essential. This study introduces an innovative Corporate Social Responsibility (CSR) Feedback Framework designed to align the ...
Roberta Costa, Francesca Di Pillo
doaj   +3 more sources

Relationship Between Customer Expectations and Financial Performance of Food Industry Businesses in a Customer Satisfaction Model

Economic and Business Review, 2023
Research on customer satisfaction in repeat purchases shows that the relationship between customer expectations and customer satisfaction can be inverse to what is commonly reported.
Petr Suchanek, Maria Kralova
doaj   +1 more source

A hybrid approach based on MUlti-criteria Satisfaction Analysis (MUSA) and three-stage Network Data Envelopment Analysis (DEA) to evaluate the Relative Efficiency of Services in Iran Melli Bank branches [PDF]

Muṭāli̒āt-i Mudīriyyat-i Ṣan̒atī, 2016
The main goal of this paper is to evaluate the relative efficiency of each level of customer services in MELLI bank branches. A three stage process is defined as consecutive results of service provision to the customers.
Kaveh Khalili Damghani, Mohammad TaghaviFard, Kiaras Karbaschi   +2 more
doaj   +1 more source

Model to Predict Quality of Photovoltaic Panels Considering Customers’ Expectations

Energies, 2022
The perspective of reducing negative climate changes in the area of production of electricity is beneficial mainly for photovoltaic panels (PV). In this case, qualitative–ecological interactions arise, which should be verified to properly select PV.
Andrzej Pacana, Dominika Siwiec
doaj   +1 more source

EXPLORATION OF BANKING SECTOR QUALITY OF SERVICES AND CUSTOMERS SATISFACTION - A STUDY ON BANKS IN PRAKASAM DISTRICT OF ANDHRA PRADESH- INDIA [PDF]

ICTACT Journal on Management Studies, 2021
A strong and stable banking sector is vital for the development of an economy. An extraordinary development has been noticed in the banking system of India in the last few years. The scenario of the Indian banking sector has changed due to liberalization,
V Venkateswara Rao
doaj   +1 more source

Customer Experience and Satisfaction in Private Insurance Web Areas

Frontiers in Psychology, 2020
Digital transformation has allowed to offer additional services—which complement the main product—both in terms of use, emotional, and relationship terms. Focusing on a traditionally rational insurance customer offering a value that explores the customer’
M. Dolores Méndez-Aparicio, Ana Jiménez-Zarco, Alicia Izquierdo-Yusta, Juan Jose Blazquez-Resino   +3 more
doaj   +1 more source

A STUDY ON CUSTOMER OPINION AND CUSTOMER ACCEPTANCE ON MUTUAL FUNDS WITH SPECIAL REFERENCE TO RELIGARE SECURITIES LIMITED KUMBAKKONAM [PDF]

ICTACT Journal on Management Studies, 2018
The concept of customer opinion and customer acceptance is always seen as a widely accepted area of research amongst the academicians. Studies on customer opinion have showed that customer satisfaction is strongly dependent on the perceived experience ...
K Keerthi, A Arulraj, K Bharathipriya
doaj   +1 more source