Accurate measurement of customer satisfaction is a prerequisite for developing effective
management strategies. Only with reliable customer feedback, gathered through an …

The marketing and consumer behavior literature has traditionally suggested that customer
satisfaction is a relative concept, and is always judged in relation to a standard (Olander …

This research empirically examines for the first time the determinants of customer
satisfaction or dissatisfaction (CS/D) in the context of business professional services. The …

This study develops a tourist satisfaction assessment system based on a dual-model
framework and demonstrates its general applicability. The first model concerns tourist …

Structural equation modeling (SEM) is widely used in various disciplines. In the tourism
discipline SEM has not been frequently applied. This paper explains the concept of SEM …

Presents a model of service encounter satisfaction offering conceptual and pragmatic
advantages over the dominant disconfirmation paradigm. Expectations are compared with …

Customer satisfaction is associated with numerous positive business outcomes and is
recognised as an important field of study. However, only limited research has addressed the …

Existing research reveals that there has been increasing community impatience related to
basic municipal service delivery in developing countries, for example, South Africa. Many …

Travel agencies play a fundamental role in the development of the tourist sector in Spain,
and they face intense change in their competitive environment. In this context, the main aim …

The disconfirmation of expectations paradigm has become the most widely accepted model
used in examining the issue of consumer satisfaction/dissatisfaction (CS/D). However, the …