Relevant bibliographies by topics / Customer Experience Quality

Contents

  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers
  6. Reports

Academic literature on the topic 'Customer Experience Quality'

Author: Grafiati
Published: 3 June 2025
Last updated: 31 July 2025

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Journal articles on the topic "Customer Experience Quality"

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Gao, Wei, and Hua Fan. "Omni-Channel Customer Experience (In)Consistency and Service Success: A Study Based on Polynomial Regression Analysis." Journal of Theoretical and Applied Electronic Commerce Research 16, no. 6 (2021): 1997–2013. http://dx.doi.org/10.3390/jtaer16060112.

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Drawing on expectation disconfirmation theory, this study explores the dyadic nature of omni-channel consistency on customer experience. Specifically, we propose a conceptual model that focuses on a brand’s offline channel customer experience relative to that of its online channel, and test the influences of customer experience (in)consistency on customer satisfaction, which then improves repurchase intention and word-of-mouth. The results of polynomial regressions on 265 survey respondents indicate that given omni-channel customer experience inconsistency, customers prefer consistent online a
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Budhi Danurdara, Ananta, and Anwari Masatif. "Assessing the customer experience quality and customer loyalty: The mediating role of customer satisfaction." Innovative Marketing 21, no. 2 (2025): 248–59. https://doi.org/10.21511/im.21(2).2025.20.

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Customer loyalty must be maintained and improved by the firm, including the hospitality sector. Customers determine the sustainability and the firm success. The research aims to examine the mediating role of customer satisfaction in the relationship between customer experience quality and customer loyalty in the Indonesian hospitality industry. Customer satisfaction is the variable that will be assessed as an intervening variable. The research method uses a quantitative approach. Respondents in this study were customers who had ever stayed at hotels, both 1, 2, 3, 4, 5 star hotels and non-star
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Samsa, Caglar. "The Mediating Role of Firm Prestige in the Relationship between Perceived Quality and Behaviour Intention in Customer Cafeteria Experiences." Marketing and Management of Innovations 14, no. 2 (2023): 87–100. http://dx.doi.org/10.21272/mmi.2023.2-09.

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Customer experience is viewed from different perspectives as an economic, marketing, management, and competitive strategy. Regardless of the perspective, customer experience is a business strategy and a critical concept that plays a key role in firm success in the 21st century. In recent years, there has been an increasing focus on customer experience as a way for companies to differentiate themselves and build strong relationships with their customers. This approach is based on the idea that companies can build emotional bonds with their customers by providing memorable and positive experienc
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Klaus, Philipp ‘Phil’, and Stan Maklan. "Towards a Better Measure of Customer Experience." International Journal of Market Research 55, no. 2 (2013): 227–46. http://dx.doi.org/10.2501/ijmr-2013-021.

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Defining and improving customer experience is a growing priority for market research because experience is replacing quality as the competitive battleground for marketing. Service quality is an outgrowth of the total quality management (TQM) movement of the 1980s and suffers from that movement's focus on the provider rather than the value derived by customers. Researchers today state that customer experience is generated through a longer process of company–customer interaction across multiple channels, generated through both functional and emotional clues. Our research with practitioners indic
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Кілісва, Ненсі Гатоні, and Шаме Мугова. "Customer Experience and Customer Loyalty in Retail Multichannel Banking: A Mediation Analysis." European Journal of Management Issues 33, no. 1 (2025): 14–22. https://doi.org/10.15421/192502.

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Purpose: This paper examines whether customer experience has an influence on customer loyalty in a multichannel banking environment. Design/Method/Approach: The study used a sample of 466 bank customers in Durban, South Africa. Data from the survey of the bank customers was analysed using Partial Least Squares Structural Equation Modelling (PLS-SEM), and a theoretical model was created and empirically tested. Findings: The study findings indicate that the relationship between customer experience and customer loyalty is mediated by service quality and customer satisfaction. The theoretical mode
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Eskiler, Ersin, and Furkan Safak. "Effect of Customer Experience Quality on Loyalty in Fitness Services." Physical Culture and Sport. Studies and Research 94, no. 1 (2022): 21–34. http://dx.doi.org/10.2478/pcssr-2022-0003.

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Abstract Customer experience quality is an important and relatively new concept for service businesses in gaining a sustainable competitive advantage. Although the literature on customer experience quality is expanding, there is a gap concerning the antecedent and consequences of customer experience in fitness services. In this context, we tested a model that explains the precursors and implications of customer experience quality in the context of fitness services. This study was based on a non-experimental, depictive, and descriptive design. Within the scope of this study, 287 participants (2
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Gao, Lily (Xuehui), Iguácel Melero-Polo, and F. Javier Sese. "Customer Equity Drivers, Customer Experience Quality, and Customer Profitability in Banking Services: The Moderating Role of Social Influence." Journal of Service Research 23, no. 2 (2019): 174–93. http://dx.doi.org/10.1177/1094670519856119.

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Financial service organizations are increasingly interested in ways to improve the service experience quality for customers, while customers progressively perceive the commoditization of banking services. This is no easy task, as factors outside the control of the service firm can influence customers’ perceptions of their experience. This study builds on the customer equity framework to understand the linkages between what the firm does (customer equity drivers: value equity, brand equity, and relationship equity), the social environment (social influence), the customer experience quality, and
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Chen, Ja-Shen, Hung-Tai Tsou, Cindy Yunhsin Chou, and Ciou-Hua Ciou. "Effect of multichannel service delivery quality on customers’ continued engagement intention." Asia Pacific Journal of Marketing and Logistics 32, no. 2 (2019): 473–94. http://dx.doi.org/10.1108/apjml-12-2018-0508.

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Purpose Drawing on the extant multichannel service quality literature and customer needs regarding the experiential value of online and offline shopping, the purpose of this paper is to examine the relationships among multichannel service delivery quality (MSDQ), customer experiences, continued engagement intentions and customer involvement. Design/methodology/approach A research model with five hypotheses was proposed. Data were collected from 911 Taiwanese consumers who had a minimum of two years of multichannel shopping experience. The consumers were asked to complete a survey about their e
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Suja, Suresh, and Krishnaveni Muthiah Dr. "Relationship of Customer Experience with Product-related and Market-related factors in Food Retailing Outlets." RESEARCH REVIEW International Journal of Multidisciplinary 03, no. 09 (2018): 70–74. https://doi.org/10.5281/zenodo.1409147.

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Customer experience is significant for every retailer as the strength of their business is dependent on the experiences provided for the customers. Experiences are unique as it varies from customer to customer, so the retailers are supposed to understand the nature of the experiences met by their customers. The article is focusing on the relationship of customer experience with product-related and market-related factors at food retailing outlets. The results have highlighted quality, price and assortment as important product-related factors and atmosphere, convenience and fast check-out as imp
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Nguyen, Minh Tuan. "Service Quality, Customer Experience and Commitment Affecting Customer Satisfaction in Vietnamese Hotel Industry." International Journal of Multidisciplinary Research and Analysis 04, no. 01 (2021): 68–75. https://doi.org/10.47191/ijmra/v4-i1-11.

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The purpose of this study was to find out about customer satisfaction at the hotels in Hanoi. The survey method was conducted to collect data on assessing the loyalty of customers in the hotels. The research results showed that the customers paid much attention to service quality, customer experience and commitment. Therefore, enterprises in the hospitality industry need to concentrate on factors affecting customer satisfaction and behaviors to maintain and develop their loyalty.  
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Dissertations / Theses on the topic "Customer Experience Quality"

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Abu, Snieneh Wafa' A. J. "An integrated model for the measurement of online customer experience. An empirical international study." Thesis, University of Bradford, 2009. http://hdl.handle.net/10454/4245.

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With the emergence of the internet as a new business channel and its impact on the overall role of today¿s customers, existing models for the measurement of perceived quality, satisfaction and loyalty are worth revisiting. This is specifically important in light of the prominent progress of some of the new business concepts, particularly customer experience management, and the rising emphasis on customers¿ hedonic and emotional needs. This study attempts to bridge the gap in existing literature by examining the online customer experience in its entirety, attending within the study to both
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Qu, Mengran, and Luqi Xu. "Have you ever had a terrible online shopping experience?" Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-98331.

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Background: Nowadays, the development of the internet makes online shopping more popularized . The appearance of online shopping brings considerable benefits to customers, however, there are still risks in the area. To maintain good relationship management between customers and companies, it is necessary to understand the online customer experience and its relevant important factors . Purpose: The purpose of this study is to explain the impact of three factors (low-quality delivery, low-quality online customer service, and low-quality website design) on online customer experience. Methodology:
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Snieneh, Wafa' Abdel Jalil Abu. "An integrated model for the measurement of online customer experience : an empirical international study." Thesis, University of Bradford, 2009. http://hdl.handle.net/10454/4245.

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With the emergence of the internet as a new business channel and its impact on the overall role of today's customers, existing models for the measurement of perceived quality, satisfaction and loyalty are worth revisiting. This is specifically important in light of the prominent progress of some of the new business concepts, particularly customer experience management, and the rising emphasis on customers' hedonic and emotional needs. This study attempts to bridge the gap in existing literature by examining the online customer experience in its entirety, attending within the study to both the
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Van, Bennekom Frederick C. "The boundary spanning activities of the customer support organization: hearing and articulating the customer's voice to improve software product quality." Thesis, Boston University, 1994. https://hdl.handle.net/2144/33583.

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Thesis (D.B.A.)--Boston University<br>PLEASE NOTE: Boston University Libraries did not receive an Authorization To Manage form for this thesis or dissertation. It is therefore not openly accessible, though it may be available by request. If you are the author or principal advisor of this work and would like to request open access for it, please contact us at open-help@bu.edu. Thank you.<br>Quality management has become a key competitive factor (Garvin, 1988). Product design quality requires incorporating the wants and needs of the customer base into new product development, and product conform
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Gyimothy, Szilvia. "The quality of visitor experience : a case study in peripheral areas of Europe." Thesis, Anglia Ruskin University, 2000. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.310607.

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TANNEEDI, NAREN NAGA PAVAN PRITHVI. "Customer Churn Prediction Using Big Data Analytics." Thesis, Blekinge Tekniska Högskola, Institutionen för kommunikationssystem, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-13518.

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Customer churn is always a grievous issue for the Telecom industry as customers do not hesitate to leave if they don’t find what they are looking for. They certainly want competitive pricing, value for money and above all, high quality service. Customer churning is directly related to customer satisfaction. It’s a known fact that the cost of customer acquisition is far greater than cost of customer retention, that makes retention a crucial business prototype. There is no standard model which addresses the churning issues of global telecom service providers accurately. BigData analytics with Ma
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Severt, Denver E. "The Customer's Path to Loyalty: A Partial Test of the Relationships of Prior Experience, Justice, and Customer Satisfaction." Diss., Virginia Tech, 2002. http://hdl.handle.net/10919/27191.

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The service sector is the fastest growing segment of the economy, responsible for 75% of the GNP, and still growing. Its success is important to the global economy. Nonetheless, throughout the 20-year evolution of services marketing literature, research that guides theory, methodology, and practice for service success has remained underrepresented. Published research regarding the effect of customers' justice perceptions on customer satisfaction is primarily experimental and focuses only on service recovery after a service failure, providing insufficient information about how the justice exp
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Klaus, Philipp. "EXQ : development and validation of a multiple-item scale for assessing customer experience quality." Thesis, Cranfield University, 2010. http://dspace.lib.cranfield.ac.uk/handle/1826/5778.

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Positioned in the deliberations related to service marketing, the conceptualisation of service quality, current service quality measurements, and the importance of the evolving construct of customer experience, this thesis develops and validates a measurement for customer experience quality (EXQ) in the context of repeat purchases of mortgage buyers in the United Kingdom. The thesis explores the relationship between the customer experience quality and the important marketing outcomes of customer satisfaction, repeat purchasing behaviour, loyalty and word-of- mouth intentions. The methodology f
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Bujisic, Milos. "Antecedents and Consequences of Customer Experience in Beverage Establishments." Doctoral diss., University of Central Florida, 2014. http://digital.library.ucf.edu/cdm/ref/collection/ETD/id/6250.

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It is estimated that there are approximately 42,000 beverage establishments in the U.S. whose annual revenue surpasses $20 billion (First Research, 2014). To facilitate discussion of beverage establishments, it is essential to recognize beverage establishments as businesses whose majority of sales come from alcoholic drinks (Moss, 2010a). In this research, beverage establishments are divided into beverage-only bars, bar/entertainment combinations, and food and beverage combinations. Even though they are a well-established industry, beverage establishments have received little academic attenti
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Le, Roux Abraham Albertus. "Integrated customer experience management at the North-West University / A.A. le Roux." Thesis, North-West University, 2011. http://hdl.handle.net/10394/6529.

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Higher education institutions (HEIs) are facing greater challenges in the modern era as a result of globalization, advancement in new technologies and the worldwide recession. As a result of these factors, as well as a decrease in government subsidies, marketing departments at HEIs find it more difficult to recruit and retain quality students. It is therefore necessary to establish what factors can contribute towards creating more satisfied and loyal students using the principles of relationship marketing, with the aim (in theory) to produce more customer advocates that will further their own
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Books on the topic "Customer Experience Quality"

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Mellouk, Abdelhamid, and Antonio Cuadra-Sanchez, eds. Quality of Experience Engineering for Customer Added Value Services. John Wiley & Sons, Inc., 2014. http://dx.doi.org/10.1002/9781118984352.

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Delivering Fantastic Customer Experience. Taylor & Francis Group, 2019.

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Lafrenière, Daniel. Delivering Fantastic Customer Experience: How to Turn Customer Satisfaction into Customer Relationships. Productivity Press, 2019.

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Martin, James William. Lean Six Sigma for the Office: Integrating Customer Experience for Enhanced Productivity. Productivity Press, 2021.

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Martin, James William. Lean Six Sigma for the Office: Integrating Customer Experience for Enhanced Productivity. Productivity Press, 2021.

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Jarvis, Alka. Achieving Customer Experience Excellence Through a Quality Management System. Quality Press, 2016.

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Gopal, Nagesh. An Examination of Customer Expectation & Experience of Service Quality. LAP LAMBERT Academic Publishing, 2016.

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Martin, James William. Lean Six Sigma for the Office: Integrating Customer Experience for Enhanced Productivity. Productivity Press, 2021.

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Operational Excellence: Breakthrough Strategies for Improving Customer Experience and Productivity. Productivity Press, 2021.

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Operational Excellence: Breakthrough Strategies for Improving Customer Experience and Productivity. Productivity Press, 2021.

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Book chapters on the topic "Customer Experience Quality"

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Carroll, Brian. "Customer Experience Management." In End-to-End Quality of Service over Cellular Networks. John Wiley & Sons, Ltd, 2006. http://dx.doi.org/10.1002/047001587x.ch7.

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Senthilmaran, Kandy. "Customer Experience Driving Quality Transformation." In Quality in the 21st Century. Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-21332-3_6.

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Silva e Sousa, Rita, Tiago Pinho, and David Simões. "How Can Customer Experience Improve Retail Operations Sustainability?" In Quality Innovation and Sustainability. Springer International Publishing, 2023. http://dx.doi.org/10.1007/978-3-031-12914-8_26.

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Cuadra-Sanchez, Antonio, Mar Cutanda-Rodriguez, Andreas Aurelius, et al. "An Ecosystem for Customer Experience Management." In Quality of Experience Engineering for Customer Added Value Services. John Wiley & Sons, Inc., 2014. http://dx.doi.org/10.1002/9781118984352.ch2.

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Alhassan, Seidu, Fuseini Abdul Basit, Sulemana Ibrahhim, and Gideon Awini. "Does E-Service Quality Heighten Customer Satisfaction and Loyalty?" In Digital Transformation in the Customer Experience. Apple Academic Press, 2024. https://doi.org/10.1201/9781003560449-4.

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Guyard, Frédéric, Martin Varela, Lea Skorin-Kapov, Antonio Cuadra-Sanchez, and Pedro J. Sevilla-Ramos. "Quality of Experience Estimators in Networks." In Quality of Experience Engineering for Customer Added Value Services. John Wiley & Sons, Inc., 2014. http://dx.doi.org/10.1002/9781118984352.ch11.

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Samuel, Juliana. "Improving Customer Service in the Caribbean Through the Implementation of Total Quality Management Principles." In Customer Experience Management in the Caribbean. CABI, 2024. http://dx.doi.org/10.1079/9781800626799.0009.

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Jain, Shubham, Thomas Schweiss, Simon Bender, and Dirk Werth. "Omnichannel Retail Customer Experience with Mixed-Reality Shopping Assistant Systems." In Advances in Visual Computing. Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-90439-5_40.

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AbstractMixed reality has been identified as one of the technologies that can be deployed in omnichannel retail to improve the customer shopping experience. The article presents a mixed reality based digital shopping assistant which aims to provide retail customers with a holistic shopping experience. Design science research methodology is used to develop this physical artifact that comprises of assisting elements: product information, reviews, recommendations and a buy button. A study was conducted with two different head-mounted displays (Microsoft HoloLens and HoloLens 2) where 29 participa
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de la Cruz Ramos, Pedro, Raquel Pérez Leal, Francisco González Vidal, and Luis Bellido Triana. "A Model for Quality of Experience Estimation Based on Quality of Service Parameter Monitoring for Multimedia Convergent Services (3-Play)." In Quality of Experience Engineering for Customer Added Value Services. John Wiley & Sons, Inc., 2014. http://dx.doi.org/10.1002/9781118984352.ch10.

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Mellouk, Abdelhamid, and Antonio Cuadra-Sanchez. "Challenges for Quality of Experience Engineering for Added Value Services." In Quality of Experience Engineering for Customer Added Value Services. John Wiley & Sons, Inc., 2014. http://dx.doi.org/10.1002/9781118984352.ch1.

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Conference papers on the topic "Customer Experience Quality"

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Mishra, Vaishali, Monojit Banerjee, Vasanth Rajendran, and Harshal Darade. "Optimizing Travel Through AI: The Intersection of Data Quality and Customer Experience." In 2025 International Conference on Artificial Intelligence and Data Engineering (AIDE). IEEE, 2025. https://doi.org/10.1109/aide64228.2025.10987462.

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Jankova, Liga, and Andrejs Lazdins. "CUSTOMER RELATIONSHIP MANAGEMENT IN LATVIA." In 24th SGEM International Multidisciplinary Scientific GeoConference 2024. STEF92 Technology, 2024. https://doi.org/10.5593/sgem2024/5.1/s21.58.

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Understanding the nature and role of customer relationship management (hereinafter CRM) is an important prerequisite for business success. A customer requires the company to adhere to certain quality standards as well as affects the performance and management of the company. Customer relationships could be managed and developed to attract new customers and increase business profitability and customer loyalty. The customer is the most valuable asset of a company that helps to achieve goals set by the company. In Latvia, the need to view customer relationships as important in business management
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Yapinski, James Junior, Tinjung Desy Nursanti, and Jeweluji Scoth. "Optimizing E-Service Quality and User Experience to Enhance Customer Loyalty via Satisfaction." In 2024 3rd International Conference on Creative Communication and Innovative Technology (ICCIT). IEEE, 2024. http://dx.doi.org/10.1109/iccit62134.2024.10701164.

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Agastya, Faris Ichsan, Maryani, and Hendry Hartono. "Analysis of the Influence Wakuliner.com Website Quality on Customer Trust, Experience, and Loyalty Using WebQual 4.0 Method." In 2024 6th International Conference on Cybernetics and Intelligent System (ICORIS). IEEE, 2024. https://doi.org/10.1109/icoris63540.2024.10903880.

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Avery, Richard E. "Fabrication Options for Nickel-Containing Alloys in FGD Service - Guidelines for Users." In CORROSION 1993. NACE International, 1993. https://doi.org/10.5006/c1993-93428.

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Abstract The fabrication and welding practices for nickel-containing flue gas desulfurization (FGD) systems are often new to many utilities and are different from practices used for other fossil fuel power plant components. Fabrication options used in construction include solid alloy, sheet lining, rolled clad plate, and explosion clad plate. Selection of the particular method is based primarily on the total project cost and customer preference based on previous experience. This discussion covers some areas of concern to utilities considering FGD projects. The presentation deals with the role
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Jian, Chen, Li Wen-wang, Zhou Wen-an, Guo Hai-sheng, Chen Zhang, and Meng Shao-fu. "Customer experience oriented service quality management." In 2012 IEEE Symposium on Robotics and Applications (ISRA). IEEE, 2012. http://dx.doi.org/10.1109/isra.2012.6219183.

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El-Sayed, Mohamed. "Quality and Affordability by Design in Vehicle Realization." In WCX SAE World Congress Experience. SAE International, 2024. http://dx.doi.org/10.4271/2024-01-2496.

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&lt;div class="section abstract"&gt;&lt;div class="htmlview paragraph"&gt;Vehicle quality and affordability will always be the most distinguishing summative characteristics in a fully saturated and highly competitive market. While vehicle quality differentiates between brands in any market segment, affordability remains the key decisive factor for many buyers in each segment. Equally important, affordability is a critical factor in achieving equity in transportation by providing reasonably priced vehicles with quality fitting the needs of different users. Keeping in mind that the cost of quali
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Wardaya Puspokusumo, R. A. Aryanti, Natasha Claudia Aristya, and Meiryani. "The Effect of Customer Experience and Service Quality on Customer Satisfaction on Customer Loyalty." In International Conference on Recent Innovations. SCITEPRESS - Science and Technology Publications, 2021. http://dx.doi.org/10.5220/0011243000003376.

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Maheshwari, Dr B. Geetha. "A STUDY ON SERVICE QUALITY IN SELECTED BANKS BASED ON CUSTOMER EXPERIENCE WITH SPECIAL REFERENCE TO THOOTHUKUDI DISTRICT." In Transforming Knowledge: A Multidisciplinary Research on Integrative Learning Across Disciplines. The Bhopal School of Social Sciences, 2025. https://doi.org/10.51767/ic250133.

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The importance of the service industry to economic growth has increased on a global scale. An essential component of commercial activity is the service sector. Unlike in the past, public sector banks now confront two significant challenges in the banking business: first, they must compete with private sector banks; second, they must manage their client base effectively by giving them high-quality service and keeping them as customers. Customer service in banks can be thought of as how a client feels about the services he receives from his bank. Every day, the bankers have to deal with rising c
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Tong, Yanzhang, Yan Liang, Ying Liu, Yulia Hicks, and Irena Spasic. "Integrating Hedonic Quality for User Experience Modelling." In ASME 2021 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. American Society of Mechanical Engineers, 2021. http://dx.doi.org/10.1115/detc2021-69781.

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Abstract Research on user experience (UX) has attracted much attention from designers. Additionally, hedonic quality can help designers understand user interaction (such as attractive, original and innovative) when they experience a product. Realising the user’s interaction state is a significant step for designers to optimise product design and service. Previous UX modelling lacks exploration in user interaction state. Also, the lack of user interaction state factor will reduce the accuracy of the UX modelling. In this paper, we explore the interaction value of online customer review and intr
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Reports on the topic "Customer Experience Quality"

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Aldrich, Susan. Monitor Your Quality of Customer Experience(SM). Patricia Seybold Group, 2005. http://dx.doi.org/10.1571/qce8-2-05cc.

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Seybold, Patricia. Design Your Quality of Customer Experience (QCE) Scorecard. Patricia Seybold Group, 2005. http://dx.doi.org/10.1571/bp3-24-05cc.

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Aldrich, Susan. Framework for Quality of Customer Experience (QCE) Management. Patricia Seybold Group, 2001. http://dx.doi.org/10.1571/fw12-20-01cc.

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Aldrich, Susan. High Tech Companies Grade themselves on the Quality of Customer Experience(SM) they Offer. Patricia Seybold Group, 2002. http://dx.doi.org/10.1571/sa9-27-02cc.

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Bonzi, Augusto, Eric Boeck, Michelle Hallack, et al. Electrokit: Power Utility Toolkit–Quality of Technical Service. Inter-American Development Bank, 2021. http://dx.doi.org/10.18235/0003782.

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The Electrokit is an initiative created by the IDB to strengthen transformation and continuous improvement of electric utilities in the LAC region. The Electrokit is organized in 16 activities that are common to most electricity utilities. This publication presents the indicators and best practices related to Quality of Technical Service. The aim of the toolkit is to provide power utilities, policy and decision-makers access to best practices, current trends, and expertise to: (i) identify challenges, develop a strategy and action plan for addressing them; and (ii) support utilities to be more
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Ferdous, Zannatul, and Wahid bin Ahsan. Customer Experiences with E-commerce Returns in Bangladesh: Effects on Satisfaction, Trust, and Loyalty. Userhub, 2024. http://dx.doi.org/10.58947/journal.nfqj67.

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The rapid expansion of e-commerce in Bangladesh has revolutionized consumer behavior, providing convenience while creating challenges in managing product returns. This study examines customer experiences and perceptions of e-commerce returns in Bangladesh, focusing on critical factors like product discrepancies, refund processing delays, return policy transparency, and customer service issues. Using a mixed-methods approach, data was collected from 151 survey respondents and 18 interviews with customers, e-commerce employees, and logistics personnel. The findings reveal that product misreprese
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Newmark, Gregory L. Assessing GTFS Accuracy. Mineta Transportation Institute, 2024. http://dx.doi.org/10.31979/mti.2024.2017.

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The promised benefits of the General Transit Feed Specification (GTFS) Schedule and Realtime standards are dependent on the underlying quality of the data. Despite this fundamental reliance, there has been relatively little research on techniques and strategies to assess GTFS accuracy. The need for such assessment is growing as federal and state governments increasingly require transit agencies to make these data available to the public. This research fills this gap by presenting a suite of methods and metrics to assess the temporal accuracy of GTFS Realtime and the spatial accuracy of GTFS Sc
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Niles, John S., and J. M. Pogodzinski. Steps to Supplement Park-and-Ride Public Transit Access with Ride-and-Ride Shuttles. Mineta Transportation Institute, 2021. http://dx.doi.org/10.31979/mti.2021.1950.

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Public transit ridership in California declined in the five years before the pandemic of 2020–21 and dropped significantly further after the pandemic began. A sharp downward step in the level of transit boarding occurred after February 2020, and continues to the date of this report as a result of the public-health guidance on social distancing, expanded work-at-home, and a travel mode shift from public transit to private cars. A critical issue has come to the foreground of public transportation policy, namely, how to increase the quality and geographic reach of transit service to better serve
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