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About Full Text Thesis
The document is a thesis submitted for a Doctor of Philosophy degree. It proposes a model to explain the relationship between customer satisfaction, retention, and loyalty based on service quality attributes. The thesis aims to establish a framework linking service attribute performance to customer satisfaction and then to customer retention and loyalty. It also aims to provide a model to assist decision makers in resource allocation. Empirical data was collected from the UK mobile telecommunications industry and analyzed using statistical methods like regression analysis and structural equation modeling. The results contribute to understanding how service attributes affect satisfaction and dissatisfaction, the relationship between attribute importance and performance, and the interrelationships between satisfaction, retention, and loyalty.
Detailed Information
| Author: | ['Hîmäñshû Thãkráñ'] |
|---|---|
| Publication Year: | 2015 |
| Pages: | 208 |
| Language: | English |
| Format: | |
| Price: | FREE |
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