Explore the differences between perceived service quality and customer satisfaction based on customer expectation of service attributes.
Xian-Ying XuShi-Yu WuHao JingPublished in: Int. J. Serv. Technol. Manag. (2017)
Keyphrases
- customer satisfaction
- service quality
- user satisfaction
- internet shopping
- service providers
- customer service
- online shopping
- information quality
- electronic commerce
- information systems
- customer data
- competitive advantage
- marketing strategies
- quality of service
- customer support
- perceived usefulness
- technology acceptance
- product design
- call center
- customer retention
- customer requirements
- statistically significant
- customer loyalty
- subjective norm
- competitive environment
- internet banking
- end users
- job satisfaction
- incident management
- customer behavior
- database systems