Generolo Jono Žemaičio Lietuvos karo akademija

Objective - This study was conducted to propose and test a conceptual model to resolve research gaps on customer satisfaction factors in the public sector of service companies, through the variable of corporate social responsibility (CSR), service experience, and customer company identification. Methodology/Technique - This study adopts the expectation theory of disconfirmation of customer satisfaction as a basis for resolving the research gap. Data was collected from 250 customers at a local enterprise water service in West Kalimantan, Indonesia, using a purposive sampling method. The analytical tool used is partial least square (PLS). Findings - The model is confirmed by the data collected and shows that customer satisfaction in local enterprise water services is influenced by services experiences and customer company identification, while CSR activities carried out by the company do not affect customer satisfaction, but CSR affects customer company identification.

Due to the rise and rapid growth in e-commerce in recent years, the use of payment cards for online purchases has dramatically increased the credit and debit cards market. This situation has led to an explosion in payment card fraud and it is causing billions of euros and dollars in losses in the card payment industry.

The aim of this article is to examine the selected attributes of commercial banks security in relation to customer satisfaction. We focused on electronic banking products as these represent a significant segment of today’s bank activities. We compared the opinions of different social groups (men and women, university educated respondents and the others, respondents under the age of 35 and the elders). Our empirical research in the banking sector of Slovakia showed that only 71.96% of the respondents think their bank takes proper care over their money. Electronic forms of banking are used by more than 90% of the respondents, particularly by university educated ones. The trust in security of electronic payments was found to be at quite a low level of 78.19%. At the same time, 12.77% of the respondents declared they had been a target for hackers, men being a more frequent target.