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This study aims to investigates customer satisfaction from the use of bank chatbots and the effect of perceived trust in chatbots and banks' reputation on customer satisfaction.

A survey is conducted in Turkey involving 240 customers who experienced banking transactions using a chatbot. Partial least squares structural equation modeling (PLS-SEM) is used to investigate the relationships between the variables. The data were analyzed using SPSS 21 and SmartPLS programs.

Perceived performance, perceived trust and corporate reputation significantly affect customer satisfaction with chatbot use. Customer expectations and confirmation of customer expectations have no direct impact on customer satisfaction, but customer expectations positively affect perceived performance. Customer expectations exert an indirect influence on customer satisfaction through perceived performance. Perceived performance has a positive impact on the confirmation of customer expectations, but customer expectations do not significantly impact the confirmation of customer expectations.

This study relies on a limited number of participants. Moreover, its sample is not representative of the target population due to the convenience sampling technique. Even if the results may not be generalized to the entire population of Turkey, they reflect the reality of emerging markets with relatively high technology sensitivity and a young population.

The results provide new insights regarding banking service delivery channels, which may be of interest to professionals, academics, banks' top management, product development teams, design teams and customer satisfaction units.

This study is believed to help the community make their lives easier by providing them with knowledge and awareness about chatbots.

This study extends expectations confirmation theory's predictions to chatbot use in banking.

Although word of mouth (WOM) affects customers’ purchasing intentions to a large extent, prior research has neglected the role of WOM as a driver of customer satisfaction.

Several scholars have suggested that WOM can not only affect customer expectation but also can influence perceived quality. Consistent with existing research results and the expectancy disparity model, this paper established a causal relation between WOM and customer satisfaction and confirmed it was drawing on an experimental study.

This paper indicates that positive or negative WOM affects customer satisfaction by promoting or lowering customers’ expectations. This relation is moderated by product type, rather than the source of the WOM. With experience goods, positive (negative) WOM will decrease (increase) customer satisfaction. However, with search goods, positive (negative) WOM will increase (decrease) customer satisfaction.

The results of this study have implications for academia and management. Academically, this study establishes the causal relation between WOM and customer satisfaction, expanding the research on the relation between WOM and satisfaction. From a managerial perspective, the promotion of WOM also can create certain service risks.

In this study, the service quality of an automobile authorized service center was investigated based on the European Customer Satisfaction Index (ECSI) model. The ECSI model includes image, customer expectations, perceived quality, perceived value, customer satisfaction, customer complaints and customer loyalty.

In the study, an attempt was made to improve the ESCI model by adding the trust factor as a moderating variable. After an extensive literature review, measurement questions were developed to best represent the factors in the research model. Partial least squares structural equation modeling (PLS-SEM) was used to test the fit of the research model and test the hypotheses.

As a result of the analysis, only one of the 13 hypotheses tested was not supported. According to the results of hypothesis testing, the highest effect was found in the relationship between customer satisfaction customer complaints, customer expectations and perceived quality. In addition, customer expectations affect customer satisfaction indirectly rather than directly. In this case, customer expectations, perceived value and perceived quality influence customer satisfaction.

The customer satisfaction quality index score of the authorized automobile service whose service quality was measured was calculated as 72.75. Although customers were generally satisfied with the authorized service, their expectations were not fully met.

In the study, an attempt was made to improve the ECSI model by adding a trust factor. Trust, which was added to the model as a moderator variable, fit the model. As a result, it was revealed that trust has an increasing regulatory effect on the relationship between perceived quality and customer satisfaction.

A study of the Spanish wine sector, in this case specifically the Designation of Origin (DO) Somontano, requires validation of the European Customer Satisfaction Index (ECSI), which also needs to be improved and adapted to obtain more information on customer satisfaction. The paper aims to discuss this issue.

In this paper the ECSI model was applied, based on structural equation modeling (SEM) using the partial least squares.

An empirical analysis shows that the importance of customers’ expectations and perceived quality are the most influential factors in achieving satisfaction. Also highlighted in the new model is the linkage between service and product qualities in a unique variable, total quality.

In addition to validating the ECSI model for DO Somontano, a new innovative implementation was developed and tested to improve the calculation of satisfaction.

Customer satisfaction is a tool for measuring providers’ service quality and may be evaluated based on measurement of perceived quality and customer expectations with respect to several aspects of service. The purpose of this study was to examine the relationships between various factors in the integrated model, including patient expectation (PE), total quality management (TQM), perceived service quality (PSQ), patient satisfaction (PS), patient complaint (PC) and patient loyalty (PL).

A self-administered questionnaire was distributed to inpatients who were treated in April 2018 at a tertiary-level hospital in Vietnam. The data set was analyzed using the Statistical Package of Social Sciences version 25.0 for descriptive statistics and AMOS 25.0 for structural equation modeling.

All hypotheses were supported by the results. TQM and PE positively influence PSQ; PE influences TQM; PE, PSQ and TQM influence PS; PC and PS influence PL; and PS influences PC.

These findings have implications for management, highlighting the importance of considering these factors in strategic planning aimed at improving customer satisfaction.

An integrated model was used to measure customer satisfaction and loyalty. The analyses indicate that TQM, PE and PSQ are the main factors that directly influence PS.

The purpose of this paper is to consider customer expectation, perceived service performance and customer satisfaction as issues of total quality management (TQM) in relationship marketing, and examines how these relate to students' anticipated loyalty to college after graduation.

It is a survey research. Participants are 467 college students of 18 years and above, in the USA. Standardized instruments are used for data collection.

Standard multiple regression analyses results show that customer satisfaction, expectation and perceived service performance jointly predict anticipated loyalty. The predictor variables correlate among themselves. Among seven services studied, academic and recreational/social services are the most important predictors of students' anticipated loyalty.

School administrators should closely assess students' expectations on academic and recreational/social services with the aim of improving school services. This could encourage students' loyalty to the school after graduation. This paper is conducted among undergraduate students only, and from just one institution; these limit the generalizability of the paper.

Customer expectations, perceived service performance and students' satisfaction serve as issues of TQM in school organisations.

Students are customers of school services, and research on TQM could be extended to the school setting.

The purpose of this paper is to investigate whether customer‐perceived service quality and expectation of service quality have causal impacts on overall customer satisfaction.

Data on all the variables were elicited from the American Customer Satisfaction Index (ACSI), and these were analyzed using the Granger causality method.

Satisfaction and perceived quality were positively related. Even though perceived quality did not Granger‐cause satisfaction in the short term, it did so in the long term. Likewise, even though satisfaction did not Granger‐cause perceived quality in the short term, it did so in the long term. But customer expectations Granger‐caused both satisfaction and expectation in the short‐term and the long term.

The findings are based on only one company. Extrapolation to other companies demands caution and the data may not satisfy asymptotic assumptions.

The study contributes to the literature by advising managers to extend their customer satisfaction tracking to overall customer satisfaction with its strategic implications.

With the rapid development of fresh food e-commerce, sustaining customer loyalty is becoming critical for fresh food e-tailers (FFE) to be competitive. This study aims to investigate how to sustain customer loyalty of FFE in China.

A comprehensive literature review leads to the development of a conceptual model using the American customer satisfaction index (ACSI). This model is then tested and validated through structural equation modelling (SEM) of the survey data in China.

The study reveals that trust and perceived product risk significantly affect customer loyalty. It states that trust is significantly influenced by customer satisfaction and perceived product risk. Furthermore, the study shows that perceived risk of online shopping does not significantly influence customer trust and loyalty.

This study is the first in China for exploring how to sustain customer loyalty of FFE. The findings are significant for FFE to develop customer loyalty by formulating appropriate policies and strategies.

In response to the call for research on customer experience across the customer journey, this study aims to analyze and compare the effects of perceived quality on customer satisfaction among the different stages of search, experience and credence services.

This paper constructs a formation model of customer satisfaction based on service stages. Data on perceived quality and customer satisfaction in different stages of search, experience and credence services was collected through experiments and practical survey and the model was empirically tested through multiple linear regression.

The results show that perceived quality in the preparation and departure stages of search and credence services has a greater influence on customer satisfaction than in the delivery stage. While compared to the preparation stage, the perceived quality in the delivery and departure stages of experience service has a greater influence on customer satisfaction.

This research will help service firms optimize the allocation of service resources according to the importance of different service stages within the three indicated service types, promoting customer satisfaction.

This is the first study of its kind to compare the effects of perceived quality on customer satisfaction among the stages of search, experience and credence services.

Customers increasingly use food delivery applications (FDAs) to place orders. Despite the popularity of FDAs, limited research has investigated the drivers of the continuance intention to use FDAs. This study aims to uncover the drivers of the continuance intention to use FDAs by integrating the “technology continuance theory” (TCT) with perceived task-technology fit, perceived value and perceived food safety.

Data were collected from 398 individuals in Thailand and evaluated using “partial least squares” (PLS) and “fuzzy-set qualitative comparative analysis” (fsQCA).

The PLS results supported the significance of all direct relationships, except the effects of perceived ease of use on attitude and perceived usefulness on continuance intention. Accordingly, perceived food safety positively moderated the impact of perceived ease of use on attitudes. The fsQCA uncovered seven solutions with various combinations of factors that predicted high continuance intention.

This study enables food delivery apps to develop effective strategies for retaining users and sustaining financial performance.

This research contributes to the literature by investigating the factors underlying the continuous use of FDAs with a new PLS-fsQCA technique and applying TCT in a new technological context, FDAs and enriching it by adding three variables: perceived task-technology fit, perceived value and perceived food safety.