Constructing a customer satisfaction model for a utility service industry using partial least squares approach

• Main Authors: Mohd Jamil, Jastini, Mohd Nawawi, Mohd Kamal, Ramli, Razamin
• 格式: Monograph
• 语言: English
• 出版: Universiti Utara Malaysia 2014
• 主题: HD28 Management. Industrial Management
• 在线阅读: http://repo.uum.edu.my/24783/1/12224.pdf; http://repo.uum.edu.my/24783/

The purpose of this research is to explore the effect of Image, Customer Expectation, Perceived Quality and Perceived Value on Customer Satisfaction, and to investigate the effect of Image and Customer Satisfaction on Customer Loyalty of mobile phone provider in Malaysia. The result of this research...