Comparing practices for capturing bank customer feedback ‐ Internet versus traditional banking

Wisner, Joel D.; Corney, William J.

doi:10.1108/14635770110396647

Cited by 36 publications

(33 citation statements)

References 10 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…An important theoretical approach for investigating the service quality is SERVQUAL analysis (Wisher and Corney 2001). Wisher and Corney defined service quality as a 'global judgment or attitude, relating to the superiority of the service', and explicated it as involving of the outcome and process of service act.…”

Section: Literature Reviewmentioning

confidence: 99%

A customer oriented systematic framework to extract business strategy in Indian electricity services

Satapathy

Mishra²

2013

J Ind Eng Int

View full text Add to dashboard Cite

Competition in the electric service industry is highlighting the importance of a number of issues affecting the nature and quality of customer service. The quality of service(s) provided to electricity customers may be enhanced by competition, if doing so offers service suppliers a competitive advantage. On the other hand, service quality offered to some consumers could decline if utilities focus their attention on those customers most likely to exercise choice, while reducing effort and investment to serve customers less likely to choose alternatives. Service quality is defined as the way in which the utility interacts with and responds to the needs of its customers. To achieve maximum consumer satisfaction in electricity service, This paper has designed a framework by QFD by measuring service quality of electricity utility sector in ANN and also find interrelationship between these design requirements by ISM.

show abstract

Section: Literature Reviewmentioning

confidence: 99%

A customer oriented systematic framework to extract business strategy in Indian electricity services

Satapathy

Mishra²

2013

J Ind Eng Int

View full text Add to dashboard Cite

show abstract

“…Heung and Lam (2003) pointed out that effective handling of guest feedback can facilitate customer loyalty. Collecting and monitoring feedback allow hotels to assess and upgrade their services and product capabilities as needed to maintain and improve competitiveness (Wisner & Corney, 2001). Also, guests in the hotel industry gain strategic importance when they contribute to the effectiveness and creativity of the management.…”

Section: Journal Of China Tourism Research 297mentioning

confidence: 98%

Evaluation of Guest Feedback Channels in China Hotels

Heung

Küçükusta

Ekiz

2010

Journal of China Tourism Research

View full text Add to dashboard Cite

Through systematically collecting, analyzing, and disseminating guest feedback information about their ever changing needs and wants as well as about any service failures that occur, the guest feedback system can be a very useful tool for hotel management. The data collected can be utilized by hotels to enhance quality, locate quality problems, and develop improvement procedures. This study attempts to explore guests' evaluations of guest feedback channels in China's hotels. Data were collected from 248 hotel guests at six hotels in China. Results reveal that the guest comment card is the most commonly used feedback channel by hotel guests and guest contact staff is perceived to be the most effective among all feedback channels. The results could have important implications for China's hotels when they try to develop successful guest feedback systems for their respective hotels.

show abstract

“…An important theoretical approach for investigating the service quality is SERVQUAL analysis (Wisher and Corney, 2001). They defined service quality as a 'global judgment or attitude, relating to the superiority of the service', and explicated it as involving evaluations of the outcome and process of service act.…”

Section: Literature Reviewmentioning

confidence: 99%

Discriminate analysis and neural network approach in water utility service

Satapathy

Patel

Mishra

2012

IJSOM

View full text Add to dashboard Cite

The conflicting preferences amongst stakeholders and the incomplete, uncertain and contradictory understanding about water service by the Indian consumers, it is recognised that managing water resources sustain ably is a wicked problem. In India customer, satisfaction and service care are every day pushing professionals in the water industry to seek to improve their performance, lowering costs and increasing the provided service level the actual water supply available to the residents is intermittent and inequitable. Despite concerted efforts the demand-supply gap is on the rise. This imbalance is further exacerbated by the high level of non-revenue water -including both technical and commercial losses. This paper develops a systematic assessment of the sustainability of water services provided to the consumers in rural, urban and municipality area in India by neural network method and also consumer wise perception is calculated by linear discriminant method.

show abstract

Comparing practices for capturing bank customer feedback ‐ Internet versus traditional banking

Cited by 36 publications

References 10 publications

A customer oriented systematic framework to extract business strategy in Indian electricity services

A customer oriented systematic framework to extract business strategy in Indian electricity services

Evaluation of Guest Feedback Channels in China Hotels

Discriminate analysis and neural network approach in water utility service

Contact Info

Product

Resources

About