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A framework for comparing customer satisfaction across individuals and product categories

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  1. Khondker Mohammad Zobair & Louis Sanzogni & Luke Houghton & Md Zahidul Islam, 2021. "Forecasting care seekers satisfaction with telemedicine using machine learning and structural equation modeling," PLOS ONE, Public Library of Science, vol. 16(9), pages 1-31, September.
  2. Claudia Bobâlcă, 2014. "Determinants Of Customer Loyalty. A Theoretical Approach," Economy & Business Journal, International Scientific Publications, Bulgaria, vol. 8(1), pages 995-1005.
  3. Birgelen, M. van & Ruyter, K. de & Jong, de A. & Wetzels, M., 2001. "Customer evaluations of after-sales service contact modes: An empirical analysis of national culture�s consequences," Working Papers 01.17, Eindhoven Center for Innovation Studies.
  4. Birgit Burböck, 2014. "Prospect Theory and SERVQUAL," Management, University of Primorska, Faculty of Management Koper, vol. 9(2), pages 155-168.
  5. Joy Lynn R. Legaspi, 2021. "Quality as Antecedent of Customer Satisfaction," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(2), pages 220-230.
  6. Deng, Zhaohua & Lu, Yaobin & Wei, Kwok Kee & Zhang, Jinlong, 2010. "Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China," International Journal of Information Management, Elsevier, vol. 30(4), pages 289-300.
  7. Shijie Sun & Ru Chen & Siyuan Qin & Lufan Liu, 2022. "Evaluating the Public Participation Processes in Community Regeneration Using the EPST Model: A Case Study in Nanjing, China," Land, MDPI, vol. 11(9), pages 1-19, August.
  8. Yonggui Wang & Hing-Po Lo & Yongheng Yang, 2004. "An Integrated Framework for Service Quality, Customer Value, Satisfaction: Evidence from China's Telecommunication Industry," Information Systems Frontiers, Springer, vol. 6(4), pages 325-340, December.
  9. Forgas-Coll, Santiago & Palau-Saumell, Ramon & Sánchez-García, Javier & Callarisa-Fiol, Luís J., 2012. "Urban destination loyalty drivers and cross-national moderator effects: The case of Barcelona," Tourism Management, Elsevier, vol. 33(6), pages 1309-1320.
  10. Xiaojuan Zhang & Zhengxi Yang, 2022. "Individual and Village Level Factors Affect Farmers’ Satisfaction with Sustainable Rural Development Practices: Evidence from Guangdong Province in China," Agriculture, MDPI, vol. 12(10), pages 1-18, October.
  11. Rouzaneh, Davoud & Yazdanpanah, Masoud & Jahromi, Arman Bakhshi, 2021. "Evaluating micro-irrigation system performance through assessment of farmers' satisfaction: implications for adoption, longevity, and water use efficiency," Agricultural Water Management, Elsevier, vol. 246(C).
  12. Ghalia Ammari & Barween Al Kurdi & Muhammad Alshurideh & Bader Obeidat & Al-Hareth Abu Hussien & Ala¡¯aldin Alrowwad, 2017. "Investigating the Impact of Communication Satisfaction on Organizational Commitment: A Practical Approach to Increase Employees¡¯ Loyalty," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 9(2), pages 113-133, April.
  13. Noor, Zulridah & Kasimin, Hasmiah & Aman, Aini & Sahari, Noraidah, 2011. "Evaluating End-User Satisfaction with an E-Government Service Electronic Labor Exchange (ELX)," Jurnal Ekonomi Malaysia, Faculty of Economics and Business, Universiti Kebangsaan Malaysia, vol. 45, pages 11-20.
  14. Bhardwaj, Pradeep & Chatterjee, Prabirendra & Demir, Kivilcim Dogerlioglu & Turut, Ozge, 2018. "When and how is corporate social responsibility profitable?," Journal of Business Research, Elsevier, vol. 84(C), pages 206-219.
  15. Elena Druică & Călin Vâlsan & Andreea-Ionela Puiu, 2022. "Voluntary Simplicity and Green Buying Behavior: An Extended Framework," Energies, MDPI, vol. 15(5), pages 1-17, March.
  16. Andreas Herrmann & Frank Huber & Martin Wricke, 1999. "Die Herausbildung von Zufriedenheits-urteilen bei Alternativenbetrachtung," Schmalenbach Journal of Business Research, Springer, vol. 51(7), pages 677-692, July.
  17. See Kwong Goh & Nan Jiang & Muhamad Faiz Abdul Hak & Pei Leng Tee, 2016. "Determinants of Smartphone Repeat Purchase Intention among Malaysians: A Moderation Role of Social Influence and a Mediating Effect of Consumer Satisfaction," International Review of Management and Marketing, Econjournals, vol. 6(4), pages 993-1004.
  18. Munawwer Husain, 2015. "The Role of Brand Loyalty: The Case Study of Telekom Malaysia," International Review of Management and Marketing, Econjournals, vol. 5(3), pages 173-179.
  19. Rizwan Raheem Ahmed & Jolita Vveinhardt & Dalia Streimikiene & Muhammad Awais, 2016. "Mediating and Marketing Factors Influence the Prescription Behavior of Physicians: An Empirical Investigation," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 18(41), pages 153-153, February.
  20. World Bank, 2012. "Quality Perception in Utility Provision : A Conceptual and Empirical Approach," World Bank Publications - Reports 13007, The World Bank Group.
  21. János Kövesi & Tamás Jónás & Zsuzsanna Eszter Tóth, 2010. "Separating the Measurement and Evaluation of Intellectual Capital Elements with Evaluator Functions," Theory Methodology Practice (TMP), Faculty of Economics, University of Miskolc, vol. 6(02), pages 37-47.
  22. G. Tomas M. Hult & Forrest V. Morgeson & Neil A. Morgan & Sunil Mithas & Claes Fornell, 2017. "Do managers know what their customers think and why?," Journal of the Academy of Marketing Science, Springer, vol. 45(1), pages 37-54, January.
  23. Humaidi Norshima & Shahrom Melissa & Jaafar Muhamad Sukor & Shariff Siti Halijjah, 2019. "SAIS Service Quality and Student’s Satisfaction Towards the Implementation of Student Activity Information System (SAIS): The Moderating Role of SAIS Service Convenience," Foundations of Management, Sciendo, vol. 11(1), pages 155-164, January.
  24. Wentao Wu & Ran Hu & Ruxuan Tan & Hehai Liu, 2022. "Exploring Factors of Middle School Teachers’ Satisfaction with Online Training for Sustainable Professional Development under the Impact of COVID-19," Sustainability, MDPI, vol. 14(20), pages 1-18, October.
  25. Mohamed Ali Barakat, 2021. "Factors Affecting Brand Equity in Fast Food Restaurants Industry in Egypt," International Journal of Business and Management, Canadian Center of Science and Education, vol. 15(5), pages 117-117, July.
  26. Jose A Martínez, 2016. "The magic of ‘great’ linked to product names," Journal of Brand Management, Palgrave Macmillan, vol. 23(2), pages 179-196, March.
  27. Sunil Mithas & M. S. Krishnan & Claes Fornell, 2016. "Research Note—Information Technology, Customer Satisfaction, and Profit: Theory and Evidence," Information Systems Research, INFORMS, vol. 27(1), pages 166-181, March.
  28. Johnson, Michael D. & Nader, Georg & Fornell, Claes, 1996. "Expectations, perceived performance, and customer satisfaction for a complex service: The case of bank loans," Journal of Economic Psychology, Elsevier, vol. 17(2), pages 163-182, April.
  29. Mujahid Mohiuddin Babu & Panuel Rozario Prince, 2011. "Factors Influencing the Overall Customer Satisfaction of the Wireless Internet Service Users: An Empirical Study in Bangladesh," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 2(6), pages 14-24, September.
  30. Kirchler, Erich & Holzl, Erik, 2006. "Twenty-five years of the Journal of Economic Psychology (1981-2005): A report on the development of an interdisciplinary field of research," Journal of Economic Psychology, Elsevier, vol. 27(6), pages 793-804, December.
  31. Sahin, Izzet & Zahedi, Fatemeh (Mariam), 2000. "Optimal policies under risk for changing software systems based on customer satisfaction," European Journal of Operational Research, Elsevier, vol. 123(1), pages 175-194, May.
  32. David Schindl & Nicolas Zufferey, 2015. "A learning tabu search for a truck allocation problem with linear and nonlinear cost components," Naval Research Logistics (NRL), John Wiley & Sons, vol. 62(1), pages 32-45, February.
  33. Shalini Srivastava & Sushama Vishnani, 2021. "Determinants of mobile bank usage among the bank users in North India," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 26(1), pages 34-51, March.
  34. Dong Pan & Bao Wang & Jun Li & Fei Wu, 2024. "Exploring the User Adoption Mechanism of Green Transportation Services in the Context of the Electricity–Carbon Market Synergy," Energies, MDPI, vol. 17(1), pages 1-19, January.
  35. Forgas Coll, Santiago & Palau Saumell, Ramon & Sánchez García, Javiér & Garrigos Simon, Fernando J., 2016. "Análise comparativa das atitudes comportamentais de passageiros de cruzeiro norte-americanos e espanhóis," RAE - Revista de Administração de Empresas, FGV-EAESP Escola de Administração de Empresas de São Paulo (Brazil), vol. 56(1), January.
  36. Jae-Bin Cha & Mi-Na Jo, 2019. "The Effect of the Corporate Social Responsibility of Franchise Coffee Shops on Corporate Image and Behavioral Intention," Sustainability, MDPI, vol. 11(23), pages 1-16, December.
  37. Joy Lynn R. Legaspi, 2020. "What Business Strategy Does and what Management Accounting is Pursuing: A Logistic Regression Analysis," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(1), pages 124-133.
  38. Tournois, Laurent, 2015. "Does the value manufacturers (brands) create translate into enhanced reputation? A multi-sector examination of the value–satisfaction–loyalty–reputation chain," Journal of Retailing and Consumer Services, Elsevier, vol. 26(C), pages 83-96.
  39. Kowoon Kim & Hong-Youl Ha, 2023. "Do Changes in Attribute Weights between Two Platforms Alter Interplay Effects in the O2O Era? Two Time-Lag Intervals in the Tourism Sector," Sustainability, MDPI, vol. 15(14), pages 1-16, July.
  40. Stefan Meinzer & Johann Prenninger & Patrick Vesel & Johannes Kornhuber & Judith Volmer & Joachim Hornegger & Björn M. Eskofier, 2016. "Translating satisfaction determination from health care to the automotive industry," Service Business, Springer;Pan-Pacific Business Association, vol. 10(4), pages 651-685, December.
  41. Ji, Chunli & Prentice, Catherine, 2021. "Linking transaction-specific satisfaction and customer loyalty – The case of casino resorts," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
  42. James Agyei & Shaorong Sun & Emmanuel Kofi Penney & Eugene Abrokwah & Richmond Ofori-Boafo, 2021. "Linking CSR and Customer Engagement: The Role of Customer-Brand Identification and Customer Satisfaction," SAGE Open, , vol. 11(3), pages 21582440211, August.
  43. Yaoyang Zhao & Scott Cloutier & Hongqing Li, 2020. "Farmers’ Economic Status and Satisfaction with Homestead Withdrawal Policy: Expectation and Perceived Value," IJERPH, MDPI, vol. 17(19), pages 1-16, September.
  44. See Kwong Goh & Nan Jiang & Pei Leng Tee, 2016. "The Impact of Brand trust, Self-image Congruence and Usage Satisfaction toward Smartphone Repurchase Intention," International Review of Management and Marketing, Econjournals, vol. 6(3), pages 436-441.
  45. Mohammed Belal Uddin & Bilkis Akhter, 2012. "Customer Satisfaction In Mobile Phone Services In Bangladesh: A Survey Research," Management and Marketing Journal, University of Craiova, Faculty of Economics and Business Administration, vol. 0(1), pages 20-36, May.
  46. Pablo Gutiérrez Rodríguez & José Vázquez Burguete & Roger Vaughan & Jonathan Edwards, 2009. "Quality dimensions in the public sector: municipal services and citizen’s perception," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 6(1), pages 75-90, June.
  47. Fuyong Lu & Xintao Wang & Xian Huang, 2023. "Counseling for Health: How Psychological Distance Influences Continuance Intention towards Mobile Medical Consultation," IJERPH, MDPI, vol. 20(3), pages 1-21, January.
  48. Widha Kusumaningdyah & Benjamin McLellan & Tetsuo Tezuka, 2019. "Designing and Evaluating Energy Product-Service Systems for Energy Sector (EPSS) in Liberalized Energy Market: A Case Study in Space Heating Services for Japan Household," Challenges, MDPI, vol. 10(1), pages 1-28, February.
  49. Ajimon George & Jobin Sahadevan, 2019. "A Conceptual Framework of Antecedents of Service Loyalty in Health Care: Patients’ Perspective," IIM Kozhikode Society & Management Review, , vol. 8(1), pages 50-59, January.
  50. Yan, Min & Filieri, Raffaele & Raguseo, Elisabetta & Gorton, Matthew, 2021. "Mobile apps for healthy living: Factors influencing continuance intention for health apps," Technological Forecasting and Social Change, Elsevier, vol. 166(C).
  51. Evrard, Yves & Aurier, Philippe, 1996. "Identification and validation of the components of the person-object relationship," Journal of Business Research, Elsevier, vol. 37(2), pages 127-134, October.
  52. Bodo Möslein-Tröppner & Michael Stros & David Říha, 2020. "Customer Loyalty-Related Marketing Measures in Fashion Markets," Central European Business Review, Prague University of Economics and Business, vol. 2020(1), pages 43-55.
  53. Richard Adam & Andreas Herrmann & Frank Huber & Martin Wricke, 2002. "Kundenzufriedenheit und Preisbereitschaft — Empirische Erkenntnisse aus der Hotelbranche," Schmalenbach Journal of Business Research, Springer, vol. 54(8), pages 762-778, December.
  54. Ardvin Kester S. Ong & Yogi Tri Prasetyo & Kate Nicole M. Tayao & Klint Allen Mariñas & Irene Dyah Ayuwati & Reny Nadlifatin & Satria Fadil Persada, 2022. "Socio-Economic Factors Affecting Member’s Satisfaction towards National Health Insurance: An Evidence from the Philippines," IJERPH, MDPI, vol. 19(22), pages 1-24, November.
  55. Benyamin Moghaddasi & Amir Salar Ghafari Majid & Zahra Mohammadnazari & Amir Aghsami & Masoud Rabbani, 2023. "A green routing-location problem in a cold chain logistics network design within the Balanced Score Card pillars in fuzzy environment," Journal of Combinatorial Optimization, Springer, vol. 45(5), pages 1-33, July.
  56. RADIMAN & Ade GUNAWAN & Sri Fitri WAHYUNI & JUFRIZEN, 2018. "The Effect of Marketing Mix, Service Quality, Islamic Values and Institutional Image on Students’ Satisfaction and Loyalty," Expert Journal of Marketing, Sprint Investify, vol. 6(2), pages 95-105.
  57. Mo Ran Yi, 2023. "Corporate Reputation and Users’ Behavioral Intentions: Is Reputation the Master Key That Moves Consumers?," SAGE Open, , vol. 13(1), pages 21582440231, February.
  58. Grigoroudis, E. & Siskos, Y., 2004. "A survey of customer satisfaction barometers: Some results from the transportation-communications sector," European Journal of Operational Research, Elsevier, vol. 152(2), pages 334-353, January.
  59. Johnson, Michael D. & Herrmann, Andreas & Gustafsson, Anders, 2002. "Comparing customer satisfaction across industries and countries," Journal of Economic Psychology, Elsevier, vol. 23(6), pages 749-769, December.
  60. Jorge Vera & Andrea Trujillo, 2017. "Searching most influential variables to brand loyalty measurements: An exploratory study," Contaduría y Administración, Accounting and Management, vol. 62(2), pages 28-29, Abril-Jun.
  61. Mark Andrew & Fabrice Larceneux, 2019. "The role of emotion in a housing purchase: An empirical analysis of the anatomy of satisfaction from off-plan apartment purchases in France," Environment and Planning A, , vol. 51(6), pages 1370-1388, September.
  62. See Kwong Goh & Nan Jiang & Muhamad Faiz Abdul Hak & Pei Leng Tee, 2016. "Determinants of Smartphone Repeat Purchase Intention among Malaysians: A Moderation Role of Social Influence and a Mediating Effect of Consumer Satisfaction," International Review of Management and Marketing, Econjournals, vol. 6(4), pages 993-1004.
  63. Khosroshahi, Hossein & Dimitrov, Stanko & Hejazi, Seyed Reza, 2021. "Pricing, greening, and transparency decisions considering the impact of government subsidies and CSR behavior in supply chain decisions," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
  64. Mensah, Ishmael & Dei Mensah, Rebecca, 2018. "Effects of Service Quality and Customer Satisfaction on Repurchase Intention in Restaurants on University of Cape Coast Campus," MPRA Paper 88449, University Library of Munich, Germany.
  65. Hollebeek, Linda D. & Glynn, Mark S. & Brodie, Roderick J., 2014. "Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation," Journal of Interactive Marketing, Elsevier, vol. 28(2), pages 149-165.
  66. Thakur, Rakhi, 2016. "Understanding Customer Engagement and Loyalty: A Case of Mobile Devices for Shopping," Journal of Retailing and Consumer Services, Elsevier, vol. 32(C), pages 151-163.
  67. M. F. Mpwanya, 2022. "An Empirical Examination of the Overall Customer Satisfaction with the Service Delivery of Mobile Network Operators in South Africa," Global Business Review, International Management Institute, vol. 23(1), pages 20-36, February.
  68. Hartmann, Patrick & Apaolaza Ibanez, Vanessa, 2007. "Managing customer loyalty in liberalized residential energy markets: The impact of energy branding," Energy Policy, Elsevier, vol. 35(4), pages 2661-2672, April.
  69. Zijun Mao & Qi Zou & Tingting Bu & Ying Dong & Rongxiao Yan, 2023. "Understanding the Role of Service Quality of Government APPs in Continuance Intention: An Expectation–Confirmation Perspective," SAGE Open, , vol. 13(4), pages 21582440231, October.
  70. Adeel Mehmood & Muhammad Yousaf Zain Ul Abedin, 2017. "Does Knowledge Management Influence the Customer's Satisfaction and Intention to Quit? Mediating Role of Customer Relationship Management," Post-Print hal-01599100, HAL.
  71. Thomas Poufinas & Dimitrios Zygiotis, 2017. "How transparency affects investment-linked insurance products," International Advances in Economic Research, Springer;International Atlantic Economic Society, vol. 23(4), pages 405-418, November.
  72. Ng, Sylvia C. & Sweeney, Jillian C. & Plewa, Carolin, 2020. "Customer engagement: A systematic review and future research priorities," Australasian marketing journal, Elsevier, vol. 28(4), pages 235-252.
  73. Kateryna Lysenko-Ryba & Dominik Zimon, 2021. "Customer Behavioral Reactions to Negative Experiences during the Product Return," Sustainability, MDPI, vol. 13(2), pages 1-14, January.
  74. de Ruyter, Ko & Bloemer, Jose & Peeters, Pascal, 1997. "Merging service quality and service satisfaction. An empirical test of an integrative model," Journal of Economic Psychology, Elsevier, vol. 18(4), pages 387-406, June.
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