2001 QUANTIFYING CUSTOMER SATISFACTION WITH E-COMMERCE WEBSITES Hubert Graja and Jennifer McManis1 Abstract E-commerce is an increasingly significant part of the global economy. Users of E-commerce Web sites often have high expectations for the quality of service‚ and if those expectations are not met‚ the next site is only a click away. A number of performance problems have been observed for E-commerce Web sites‚ and much work has gone into characterising the performance of Web servers and Internet
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perspectives and implications [28] Naser‚ K.‚ Jamal‚ A.‚ & Al-Khatib‚ K. (1999). Islamic banking: a study of customer satisfaction and preferences in Jordan [29] Ndubisi‚ N. O.‚ & Guriting‚ P. (2006). Borneo online banking: evaluating customer perceptions and behavioural intention [30] Okumu‚ H. (2005). Interest-free banking in Turkey: a study of customer satisfaction and bank selection criteria [31] Poon‚ W.-C. (2008). Users ’ adoption of e-banking services: the Malaysian perspective. Journal
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An Analysis of the Satisfaction of late night Grocery Shoppers: The Case of Tesco ABSTRACT The research aims to have a deeper understanding of the factors that influence customer satisfaction at Tesco especially at night shifts. It also tries to erect a framework for the understanding of the physical and mental hazard that the shift workers have to encounter in their night shift work. It starts with the general discussion about the customer satisfaction‚ marketing process and other general
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Applied H.R.M. Research‚ 2010‚ Volume 12‚ Number 1‚ pages 17-39 An Investigation of Country Differences in the Relationship Between Job Satisfaction and Turnover Intentions Lap Luu California State University‚ Long Beach Keith Hattrup San Diego State University The relationship between job satisfaction and turnover is important due to the extensive costs of turnover in most organizations. Unfortunately‚ little is known about how cultural differences at the national level‚ such as differences
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seeks to understand why people behave the way they do. The intention is to produce goal-oriented behavior. It aims at influencing good result and arises from within the individual. The inner feeling balances the perception of an individual and satisfaction of his needs that influence the direction‚ volume‚ behavior limitation and efforts of an individual. Hence motivation is an inducement of inner feeling of an individual. It cannot be forced upon from the outside. According to Steers and Porter
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develop appropriate scale for measuring customer satisfaction in leisure industry. Earlier researchers found that there has been a close association between research on consumer satisfaction and quality measurement‚ therefore‚ the SERVQUAL model is chosen to apply in this context with some modifications. 2.1 Customer satisfaction A variety of researcher has devoted to define the nature of customer satisfaction. Kotler (2000) defined satisfaction as: “a person’s feeling of pleasure or disappointment
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PERFORMANCE APPRAISAL SYSTEM: IT’S EFFECTIVENESS AND IMPACT ON PERFORMANCE AND JOB SATISFACTION OF TECHNICAL EDUCATION AND MANPOWER TRAININDEPARTMENT’S FACULTY‚ (N.W.F.P). By Ayaz Khan ------- DEPARTMENT OF MANAGEMENT SCIENCES -------Qurtuba University of Science & Information Technology D. I. Khan‚ (PAKISTAN) 2009 APPROVAL SHEET ADISSERTATIONENTITLED“PERFORMANCE APPRAISAL SYSTEM: ITS EFFECTIVENESS & IMPACT ON PERFORMANCE AND JOB SATISFACTION”. A CASE STUDY OF THE TECHNICAL EDUCATION
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Performance Measurement in a Modern Business Environment________________________________________ In the past‚ performance measures were primarily based on financial measures (Bruns‚ 1998) where the double entry accounting systems was used to avoid disputes and settle trades between traders (Johnson‚ 1983). As businesses began to grow‚ their nature and structure also began to change‚ reducing the control and the close relationship that existed between the owners and management. Consequently‚ the
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A STUDY ON ABSENTEEISM AMONG THE EMPLOYEES OF E.I.D. PARRY (INDIA) LTD.‚ NELLIKUPPAM. SUMMER PROJECT REPORT Submitted by S.SUNDARRAJ REGISTER NO: 27348348 Under the Guidance of Mrs. M. JANAKIRAMA‚ M.B.A‚ P.G.D.C.A.‚ Faculty‚ Department of Management Studies in partial fulfillment for the award of the degree of MASTER OF BUSSINESS ADMINISTRATION DEPARTMENT OF MANAGEMENT STUDIES SRI MANAKULA VINAYAGAR ENGINEERING COLLEGE PONDICHERRY UNIVERSITY PUDUCHERRY-605
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Merrian-webster online dictionary. (2007). Retrieved August 10‚ 2007‚ from http://www.merriamwebster.com/dictionary/problem Nunamaker‚ J O ’Connor‚ B. N. (2000). Letter from the editor: The research problem. Information Technology‚ Learning‚ and Performance Journal‚ 18(2)‚ i-ii. Sekaran‚ U. (2003). Research methods for business (4th ed.). Hoboken‚ NJ: John Wiley & Sons. Sharp‚ D. (2002). Kipling’s guide to writing a scientific paper. Croatian Medical Journal‚ 43(3)‚ 262-267. Tracy‚ S. J. (2007). Taking
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