Purpose–The purpose of this paper is to examine the internet banking service quality and its
implication on e-customer satisfaction and e-customer loyalty. Design/methodology …

Service failures represent temporary or permanent interruptions of the customer's regular
service experience. Although the literature identifies an extensive set of organizational …

With the increasing popularity of social media, understanding online consumer behaviors is
becoming increasingly important for researchers in this field and practitioners who manage …

The application of regulatory technology (RegTech) for monitoring comprehensive data
sources has gained increased importance. Nevertheless, previous research neglects that …

Purpose Banks in India are underperforming on customer-centric measures. The existing
mechanisms used by Indian banks for evaluating their customer interface are efficiency …

This study reviewed different country studies and noted that complaints in Brazil are more
concentrated in complaints about being attended to and receiving access to services, rather …

Purpose The purpose of this paper is to assess the degree of customer engagement
resulting from complaint-handling processes. The authors will also analyze the extent to …

The purpose of this study is to provide an overview of the success of the Banyumas
Complaint Outlet (Lapak Aduan Banyumas/LAB) in increasing public trust in the …

Dengan menyebut nama Allah SWT, Tuhan semesta alam, Yang Maha Pengasih, Maha
Penyayang dan pemilik Hari Pembalasan. Segala puji dan syukur kepada Allah SWT atas …

Today's generation functions on the concept of online platforms in all aspects. Customer
complaints are one of the sensitive areas the company focusses on, and they become one of …