publication . Thesis . 2009

Three dimensional modelling of customer satisfaction, retention and loyalty for measuring quality of service

Pezeshki, Vahid;
Open Access English
  • Published: 01 Jan 2009
  • Publisher: Brunel University School of Engineering and Design PhD Theses
  • Country: United Kingdom
This thesis was submitted for the degree of Doctor of Philosophy and awarded by Brunel University. The aim of this thesis is to propose a model that explains the relationship between customer satisfaction, retention and loyalty based on service quality attributes. The three elements of satisfaction, retention and loyalty towards products represent ongoing challenges for the corporate financial performance. Customer behaviour analysis (known as business intelligence or customer relationship management or customer experience management) has become a major factor in the corporate decision making and strategic planning processes. Prevailing logic dictates that by im...
free text keywords: Consumer behaviour modelling, Customer relationship marketing, Customer insights analysis, Service quality, Indirect marketing
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