The NPS index is used in the hotel industry to measure customer loyalty and, by extension, customer satisfaction. Many hotel companies set their annual budget based on this index and include it, together with annual economic results, for evaluation w...
This study explores the link between brand image and Net Promoter Score (NPS) in Iceland’s banking sector using data from three survey waves (2021, 2023, and 2025). While NPS is widely used to track customer loyalty, its relationship with brand...
This study proposes a predictive framework that integrates machine learning techniques with Transactional Net Promoter Score (tNPS) data to enhance sustainable Human Resource management. A synthetically generated dataset, simulating real-world employ...
The Net Promoter Score (NPS) is a widely used metric for customer loyalty in business. However, the current theoretical gaps in the literature suggest practical refinements for real-world applications. In this simulation study, we use an unbiased est...
User experience has garnered increasing interest from researchers in the field of sustainable human–computer interaction (HCI) design. One of the key pillars to building sustainable user experience for digital applications is to be able to iden...
Customer Experience (CX) is monitored through market research surveys, based on metrics like the Net Promoter Score (NPS) and the customer satisfaction for certain experience attributes (e.g., call center, website, billing, service quality, tariff pl...
Customer loyalty has become a critical factor for the sustainability of fitness centers amid growing industry competition, yet limited research has examined recommendation patterns across user profiles in mid-cost facilities. This study aimed to anal...
Background: Understanding patient experience is key to optimize access and quality of outpatient cancer rehabilitation (physical or occupational therapy, PT/OT) services. Methods: We performed a retrospective mixed-method analysis of rehabilitation m...
This article explores teachers’ perceptions of a self-assessment tool designed to guide the integration of mobile devices into teaching and learning processes. Using the Educational Design Research (EDR) methodology with a quantitative analysis...
(1) Background: Veterinary virtual care holds the potential to alleviate some barriers to accessing care, yet concerns within the profession exist. Understanding veterinarians’ perspectives and identifying the potential opportunities and challe...
Despite the growing use of machine learning (ML) for analyzing service quality and customer satisfaction, empirical studies based on Brazilian broadband telecommunications data remain scarce. This is especially true for those who leverage publicly av...
This research proposes a novel strategy for constructing a knowledge-based recommender system (RS) based on both structured data and unstructured text data. We present its application to improve the services of heavy equipment repair companies to bet...
University orientation programmes are a primary mechanism through which new students become familiar with campus facilities, academic spaces, and institutional procedures. However, many orientation activities are delivered as single in-person session...
Treat-to-target (T2T) is a main therapeutic strategy in rheumatology; however, patients and rheumatologists currently have little support in making the best treatment decision. Clinical decision support systems (CDSSs) could offer this support. The a...
Background/Objectives: Delirium, an acute cognitive disturbance, is often unrecognized by family or friend care partners, contributing to delayed interventions and negative health outcomes. UnderstandingDelirium.ca is an e-learning lesson developed t...
Passenger satisfaction is a key component of sustainable urban mobility, influencing public transport use, customer loyalty, and the attractiveness of railway systems. However, evidence from Latin American commuter rail services remains limited. This...
Due to the increasing severity of global warming and climate change, more attention is being paid to environmental problems caused by human activities. Although energy saving and carbon reduction have become a global ambition, the implementation of e...
Background/Objectives: Medicine acceptability is crucial for paediatric drug development, yet its assessment remains challenging due to the multifaceted nature of sensory attributes like taste, smell, and mouthfeel. Traditional methods of acceptabili...
Background: Malnutrition or its risk is common among patients with cancer (from 15% to 90%) and can negatively impact treatment outcomes and quality of life. Early detection and nutritional intervention are essential to improve clinical, health, and...
Diminished health-related quality of life (HRQOL) is common among cancer survivors but often amendable to rehabilitation. However, few access real-world rehabilitation services. Hybrid delivery modes (using a combination of in-clinic and synchronous...
In digital retail, where competition intensifies and customer expectations evolve rapidly, understanding the interplay among customer experience metrics is critical for strategic decision-making. Despite widespread adoption of feedback programmes, pr...
Adolescents increasingly engage with digital technologies, yet understanding patterns of smartphone use and fostering reflective awareness remain challenging. Traditional assessments in clinical or school settings may limit participation and self-ref...
Mild cognitive impairment (MCI), also known as mild neurocognitive disorder, represents a transitional stage between normal cognitive aging and dementia and often signals early neurodegenerative change. Despite its clinical importance, MCI remains po...
This study examines how gamification can improve the satisfaction level of foreign learners studying the Indonesian language using the innovative multiplatform application named Belajar Indo. In consideration of the Indonesian government’s heig...
E-learning is currently at the center of interest in the educational community, in a situation of global pandemics that forces us to reduce attendance in all aspects of our lives. Online courses have had a bad reputation due to the distance between t...
(1) Background: Age-related Macular Degeneration (AMD) is a critical condition leading to blindness, necessitating lifelong clinic visits for management, albeit with existing challenges in monitoring its long-term progression. This study introduced a...
This study introduces a novel tool for classifying user needs in user experience (UX) design, specifically tailored for beginners, with potential applications in education. The tool employs the Kano model, text analysis, and deep learning to classify...
This paper demonstrates that the application of innovation methodologies and business models, such as Design Thinking (DT) and the Business Model Canvas (BMC), enables virtual reality (VR)-based training to address a training need that is difficult t...
As artificial intelligence advances, source code completion assistants are becoming more advanced and powerful. Existing traditional assistants are no longer up to all the developers’ challenges. Traditional assistants usually present proposals...