Purpose This paper aims to review and discuss customer satisfaction and its application to
the hospitality and tourism industries. This paper defines the concept and analyzes its …

The goal of this research was to analyse the factors that are important to sailing tourists in
assuring satisfying marina destination experiences. The analysis applied Kano's model to …

Studies based on online textual data are increasingly used in the hospitality sector to gain
better consumer insights. Using text mining of TripAdvisor reviews and mapping it to hard …

The aim of this paper is to develop a reliable and valid CRM (Customer relationship
management) scale specifically catering to Indian banking sector. An exhaustive review of …

Abstract As of February 2020, Covid-19 has spread in Indonesia. Since then, people's
behavior started to change. The spread of the virus required people to do a physical …

The impact of eco-tourism service quality (ETSQ) and destination loyalty on beach tourism,
particularly Kuakata Beach in Bangladesh, was examined. The present study builds upon …

This study explores whether five market segmentation variables moderate the relationship
between the business tourist service quality scorecard (SQSC) and business tourist …

Purpose The purpose of the study is to explore and analyze m-car rental service quality
dimensions. Design/methodology/approach Exploratory factor analysis method is applied to …

With the emergence of the Web 2.0, it is possible with user-generated content (UGC) in
social media to express opinions about a customer experience related to a service or …

This study caters to developing a reliable and valid CRM (customer relationship
management) index specifically catering to Indian banking sector. An exhaustive review of …