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Understanding the relationship between service convenience and customer satisfaction in home delivery by Kano model
16 references·16 citing·28 second hopsampled
Understanding the relationship between service convenience and customer satisfaction in home delivery by Kano model (2011)Understanding the relationship between se…The Motivation to Work (2017)The Motivation to WorkSatisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Self-Service Technologies: Un…The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)The Different Roles of Satisf…The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)The American Customer Satisfa…Customer Switching Behavior in Service Industries: An Exploratory Study (1995)Customer Switching Behavior i…Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Servicescapes: The Impact of …Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …A National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…Zero defections: quality comes to services. (1990)Zero defections: quality come…Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions (1990)Consumer perceptions of servi…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Attractive Quality and Must-Be Quality (1984)Attractive Quality and Must-B…An Investigation into the Determinants of Customer Satisfaction (1982)An Investigation into the Det…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Evaluation of sustainable strategies for urban parcel delivery: Linguistic q-rung orthopair fuzzy Choquet integral approach (2023)Evaluation of sustainable str…The Role of Online Experience in the Relationship Between Service Convenience and Future Purchase Intentions (2022)The Role of Online Experience…Applying the Kano model to investigate the quality of transportation services at mega events (2021)Applying the Kano model to in…CUSTOMER SATISFACTION EVALUATION FOR ONLINE FOOD SERVICE DELIVERY SYSTEM IN MALAYSIA (2020)CUSTOMER SATISFACTION EVALUAT…Service Quality and Customer Satisfaction in Pharmaceutical Logistics: An Analysis Based on Kano Model and Importance-Satisfaction Model (2019)Service Quality and Customer …Predicting the Use of Brand Application Based on a TRAM (2019)Predicting the Use of Brand A…Exploring the synergy effect of trust with other beliefs in television shopping (2019)Exploring the synergy effect …A study of factors affecting word of mouth (WOM) towards Islamic banking (IB) in Jordan (2019)A study of factors affecting …In-flight NCCI management by combining the Kano model with the service blueprint: A comparison of frequent and infrequent flyers (2018)In-flight NCCI management by …Antecedents of switching intention in the mobile telecommunications industry (2018)Antecedents of switching inte…A Decision-Making Framework for Subcontractor Selection in Construction Projects (2018)A Decision-Making Framework f…Online Store Service Convenience, Customer Satisfaction and Behavioural Intentions: A Focus on Utilitarian Oriented Shoppers (2015)Online Store Service Convenie…Applying Kansei engineering to design logistics services – A case of home delivery service (2015)Applying Kansei engineering t…Service quality, customer satisfaction and loyalty among industrial customers of a public electricity utility in Malawi (2013)Service quality, customer sat…Ensuring the quality of e-shopping specialty foods through efficient logistics service (2013)Ensuring the quality of e-sho…A structural approach to examine the quality attributes of e‐shopping malls using the Kano model (2012)A structural approach to exam…Strategic Management and Marketing in the Service Sector (1984)Evolving to a New Dominant Logic for Marketing (2003)Advertising as Information (1974)Breaking Free from Product Marketing (1977)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Understanding Customer Experience Throughout the Customer Journey (2016)Atmospherics as a Marketing Tool (1974)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Customer Engagement (2011)Structural equation modeling in practice: A review and recommended two-step approach. (1988)The Commitment-Trust Theory of Relationship Marketing (1994)The Behavioral Consequences of Service Quality (1996)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Model (2003)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)Marketing management: analysis. planning. implementation and control (2000)\nThe use of partial least squares path modeling in international marketing (2009)Significance tests and goodness of fit in the analysis of covariance structures. (1980)On the Evaluation of Structural Equation Models (1988)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)When to use and how to report the results of PLS-SEM (2018)Whence Consumer Loyalty? (1999)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Workplace spirituality and employee work attitudes (2003)Positive Psychology in Clinical Practice (2004)Media, Tasks, and Communication Processes: A Theory of Media Synchronicity1 (2008)
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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees7,267 cited
  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,637 cited
  • 2017The Motivation to Work5,564 cited
  • 1990Zero defections: quality comes to services.5,373 cited
  • 1999The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships4,897 cited
  • 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
  • 1984Attractive Quality and Must-Be Quality3,436 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
  • 1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions2,908 cited
  • 2000Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters

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2,906 cited
  • 1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
  • Cited by

    • 2022The Role of Online Experience in the Relationship Between Service Convenience and Future Purchase Intentions72 cited
    • 2018Antecedents of switching intention in the mobile telecommunications industry69 cited
    • 2015Applying Kansei engineering to design logistics services – A case of home delivery service68 cited
    • 2018In-flight NCCI management by combining the Kano model with the service blueprint: A comparison of frequent and infrequent flyers66 cited
    • 2019A study of factors affecting word of mouth (WOM) towards Islamic banking (IB) in Jordan62 cited
    • 2023Evaluation of sustainable strategies for urban parcel delivery: Linguistic q-rung orthopair fuzzy Choquet integral approach58 cited
    • 2013Service quality, customer satisfaction and loyalty among industrial customers of a public electricity utility in Malawi55 cited
    • 2019Service Quality and Customer Satisfaction in Pharmaceutical Logistics: An Analysis Based on Kano Model and Importance-Satisfaction Model55 cited
    • 2012A structural approach to examine the quality attributes of e‐shopping malls using the Kano model52 cited
    • 2021Applying the Kano model to investigate the quality of transportation services at mega events47 cited
    • 2018A Decision-Making Framework for Subcontractor Selection in Construction Projects47 cited
    • 2015Online Store Service Convenience, Customer Satisfaction and Behavioural Intentions: A Focus on Utilitarian Oriented Shoppers42 cited
    • 2020CUSTOMER SATISFACTION EVALUATION FOR ONLINE FOOD SERVICE DELIVERY SYSTEM IN MALAYSIA40 cited
    • 2013Ensuring the quality of e-shopping specialty foods through efficient logistics service40 cited
    • 2019Predicting the Use of Brand Application Based on a TRAM34 cited
    • 2019Exploring the synergy effect of trust with other beliefs in television shopping32 cited