Measuring the key attributes of your service is necessary, but it is not sufficient for improving
customer satisfaction. This study developed and empirically tested a model examining the …

This article describes an exploratory study, based on 259 interviews, examining whether it is
meaningful to segment customers by the relative importance they place on the interpersonal …

There is a concept known as the information technology paradox–where many senior
managers in organisations recognise the worth of an effective information technology (IT) …

In addition to technical documentation, face-to-face helpdesks and telephonic helplines are
a powerful means for supporting users of technical products and services. This study …

Purpose–The purpose of this article is to develop a model for examination of the relations
among attributes, benefits, customer satisfaction, trust, commitment, and customer …

In the original service-oriented view of software provision, loosely-coupled services are
brought together at the time of need and unbound immediately following execution, allowing …

This study attempted to determine the level of customer satisfaction of the fulltime faculty and
staff with the Information Technology department of Houston Community College (HCC) …

[spa] La calidad del servicio en la formación superior ha recibido una atención creciente
desde la última década del siglo pasado (O'Neill y Palmer, 2004). Esa atención abarca una …

A actividade bancária vem sofrendo várias mudanças, marcadas, nomeadamente pela
perda de rentabilidade e por dificuldades de liquidez. Entre as alterações no modelo de …

The importance of an IS unit's level of service to its internal customers (ie, end-users) is well
recognized (Kettinger and Lee, 1994; Pitt, Watson and Kavan, 1995; Kang and Bradley …