Customer Experience Quality Scorecard of Heritage Hotels in Unesco World Heritage Cities

Abstract

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Customer Experiences and Continuance Intention in Malaysia E-Hailing Industry

“…Companies should always ensure that they understand their customers' demands and expectations; this is to make sure that the customers' continuance intention is improved. In addition, [6] have stated that service providers should strive to obtain exposure to the goal-oriented experience that encourages clients to continue purchasing or using the company's services. Other than that, service providers should always keep in mind that all customers tend to switch to other companies anytime, anywhere.…”

“…If customers are not motivated to stay with the same company only by reasonable advantages, they are likely to move. When clients stay with the same organisation, the legitimate benefits include better flexibility in service procedures and hassle-free processes that encourage them to utilise the service later [5]. It can be said that when the outcome focus of a customer is well taken care of, continuance intentions will be improved.…”