subject:(Customer satisfaction)

University of Nairobi

1. Wang’ondu, R Wamucii. Factors affecting customer satisfaction in airline industry .

Degree: 2009, University of Nairobi

URL: http://erepository.uonbi.ac.ke:8080/xmlui/handle/123456789/13169

► This study was conducted with the objective of finding out the factors affecting customer satisfaction in the airline industry and also determine attributes that passengers… (more)

Subjects/Keywords: Customer satisfaction

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APA (6^th Edition):

Wang’ondu, R. W. (2009). Factors affecting customer satisfaction in airline industry . (Thesis). University of Nairobi. Retrieved from http://erepository.uonbi.ac.ke:8080/xmlui/handle/123456789/13169

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Wang’ondu, R Wamucii. “Factors affecting customer satisfaction in airline industry .” 2009. Thesis, University of Nairobi. Accessed February 27, 2021. http://erepository.uonbi.ac.ke:8080/xmlui/handle/123456789/13169.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Wang’ondu, R Wamucii. “Factors affecting customer satisfaction in airline industry .” 2009. Web. 27 Feb 2021.

Vancouver:

Wang’ondu RW. Factors affecting customer satisfaction in airline industry . [Internet] [Thesis]. University of Nairobi; 2009. [cited 2021 Feb 27]. Available from: http://erepository.uonbi.ac.ke:8080/xmlui/handle/123456789/13169.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Wang’ondu RW. Factors affecting customer satisfaction in airline industry . [Thesis]. University of Nairobi; 2009. Available from: http://erepository.uonbi.ac.ke:8080/xmlui/handle/123456789/13169

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

University of Nairobi

2. Maingi, Benard M. Effect of in-store logistics operations practices on customer satisfaction in supermarkets in Mombasa county .

Degree: 2015, University of Nairobi

URL: http://hdl.handle.net/11295/94401

► The study focus was to establish the relationship between in-store logistics operations practices on customer satisfaction in supermarkets in Mombasa County. The objectives of the… (more)

▼ The study focus was to establish the relationship between in-store logistics operations practices on customer satisfaction in supermarkets in Mombasa County. The objectives of the study were as follows: determine the in-store logistics operations practices that have been adopted by supermarkets in Mombasa County, establish the effect of in-store logistics operations practices on customer satisfaction and to determine the challenges faced by the supermarkets when adopting in-store logistics operations practices. The study used descriptive cross sectional census survey design which describes people responses to questions about a phenomenon and perceptions. The study population was 10 supermarkets based on Mombasa County. The data collection was done by use of questionnaires that we administered to the respondents using drop and pick later method. The respondents were supermarket managers because they were deemed to be well versed with in-store logistics operations practices in their respective supermarkets. Descriptive statistics such as mean, standard deviation and frequency were used in the analysis. The study used correlation analysis to establish the relationship between independent variables (in-store logistics operations practices) and dependent variable (customer satisfaction). The study also used regression analysis to establish the association between independent variables and dependent variable. The study found out that supermarkets adopted a variety of in-store logistics operations practices in the areas of forward and reverse logistics, in-store activities, inventory management, multi-retail activities and data management and master store planning. The study also found out that customer satisfaction improved as a result of adopting in-store logistics operations practices. It was also established that the model had a moderate explanatory power of the relationship between in-store logistics operations practices and customer satisfaction. From the findings of the study, the researcher recommended that supermarkets should adopt forward and reverse logistics, in-store activities, inventory management, multi-channel retail activities and data management and store planning in-store logistics operations practices because they contribute to customer satisfaction. However, forward and reverse logistics operations practices was found to require careful management because it can easily lead to customer dissatisfaction if mismanaged. Policies and guided frameworks on integration of in-store logistics operations practices on routine operations of supermarkets were also recommended.

Subjects/Keywords: customer satisfaction

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APA (6^th Edition):

Maingi, B. M. (2015). Effect of in-store logistics operations practices on customer satisfaction in supermarkets in Mombasa county . (Thesis). University of Nairobi. Retrieved from http://hdl.handle.net/11295/94401

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Maingi, Benard M. “Effect of in-store logistics operations practices on customer satisfaction in supermarkets in Mombasa county .” 2015. Thesis, University of Nairobi. Accessed February 27, 2021. http://hdl.handle.net/11295/94401.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Maingi, Benard M. “Effect of in-store logistics operations practices on customer satisfaction in supermarkets in Mombasa county .” 2015. Web. 27 Feb 2021.

Vancouver:

Maingi BM. Effect of in-store logistics operations practices on customer satisfaction in supermarkets in Mombasa county . [Internet] [Thesis]. University of Nairobi; 2015. [cited 2021 Feb 27]. Available from: http://hdl.handle.net/11295/94401.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Maingi BM. Effect of in-store logistics operations practices on customer satisfaction in supermarkets in Mombasa county . [Thesis]. University of Nairobi; 2015. Available from: http://hdl.handle.net/11295/94401

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

California State Polytechnic University – Pomona

3. Shi, Jiaxin. Factors Influencing Customers Satisfaction in Event Planning Industry.

Degree: MS, The Collins College of Hospitality Management, 2020, California State Polytechnic University – Pomona

URL: http://hdl.handle.net/10211.3/216482

► As the hospitality industry has developed, enhancing customer satisfaction is seen as essential to improving overall performance. Previous research demonstrates several factors that could influence… (more)

Subjects/Keywords: customer satisfaction

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APA (6^th Edition):

Shi, J. (2020). Factors Influencing Customers Satisfaction in Event Planning Industry. (Masters Thesis). California State Polytechnic University – Pomona. Retrieved from http://hdl.handle.net/10211.3/216482

Chicago Manual of Style (16^th Edition):

Shi, Jiaxin. “Factors Influencing Customers Satisfaction in Event Planning Industry.” 2020. Masters Thesis, California State Polytechnic University – Pomona. Accessed February 27, 2021. http://hdl.handle.net/10211.3/216482.

MLA Handbook (7^th Edition):

Shi, Jiaxin. “Factors Influencing Customers Satisfaction in Event Planning Industry.” 2020. Web. 27 Feb 2021.

Vancouver:

Shi J. Factors Influencing Customers Satisfaction in Event Planning Industry. [Internet] [Masters thesis]. California State Polytechnic University – Pomona; 2020. [cited 2021 Feb 27]. Available from: http://hdl.handle.net/10211.3/216482.

Council of Science Editors:

Shi J. Factors Influencing Customers Satisfaction in Event Planning Industry. [Masters Thesis]. California State Polytechnic University – Pomona; 2020. Available from: http://hdl.handle.net/10211.3/216482

4. Khan, Rizwan. Examining factors affecting customer satisfaction : A case-study of a Swedish firm.

Degree: Technology and Society, 2011, University of Skövde

URL: http://urn.kb.se/resolve?urn=urn:nbn:se:his:diva-5386

► Customer satisfaction, are not just two words simply to be used in any businesscontext. Actually, these are the words that encapsulate the theme of… (more)

Subjects/Keywords: Customer satisfaction; Services; Factors affecting customer satisfaction.

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APA (6^th Edition):

Khan, R. (2011). Examining factors affecting customer satisfaction : A case-study of a Swedish firm. (Thesis). University of Skövde. Retrieved from http://urn.kb.se/resolve?urn=urn:nbn:se:his:diva-5386

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Khan, Rizwan. “Examining factors affecting customer satisfaction : A case-study of a Swedish firm.” 2011. Thesis, University of Skövde. Accessed February 27, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:his:diva-5386.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Khan, Rizwan. “Examining factors affecting customer satisfaction : A case-study of a Swedish firm.” 2011. Web. 27 Feb 2021.

Vancouver:

Khan R. Examining factors affecting customer satisfaction : A case-study of a Swedish firm. [Internet] [Thesis]. University of Skövde; 2011. [cited 2021 Feb 27]. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:his:diva-5386.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Khan R. Examining factors affecting customer satisfaction : A case-study of a Swedish firm. [Thesis]. University of Skövde; 2011. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:his:diva-5386

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Addis Ababa University

5. Desta, Tesfaw. Public Service Delivery Reform and Customer Satisfaction: The Case of Social Security Agency (SSA) And Document Authentication and Registration Office (Daro) .

Degree: 2008, Addis Ababa University

URL: http://etd.aau.edu.et/dspace/handle/123456789/5069

► Public service delivery has become the central focus of recent Public Sector Reforms (PSRs) throughout the world. The public service reform program is one of… (more)

Subjects/Keywords: Reform; Customer satisfaction

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APA (6^th Edition):

Desta, T. (2008). Public Service Delivery Reform and Customer Satisfaction: The Case of Social Security Agency (SSA) And Document Authentication and Registration Office (Daro) . (Thesis). Addis Ababa University. Retrieved from http://etd.aau.edu.et/dspace/handle/123456789/5069

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Desta, Tesfaw. “Public Service Delivery Reform and Customer Satisfaction: The Case of Social Security Agency (SSA) And Document Authentication and Registration Office (Daro) .” 2008. Thesis, Addis Ababa University. Accessed February 27, 2021. http://etd.aau.edu.et/dspace/handle/123456789/5069.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Desta, Tesfaw. “Public Service Delivery Reform and Customer Satisfaction: The Case of Social Security Agency (SSA) And Document Authentication and Registration Office (Daro) .” 2008. Web. 27 Feb 2021.

Vancouver:

Desta T. Public Service Delivery Reform and Customer Satisfaction: The Case of Social Security Agency (SSA) And Document Authentication and Registration Office (Daro) . [Internet] [Thesis]. Addis Ababa University; 2008. [cited 2021 Feb 27]. Available from: http://etd.aau.edu.et/dspace/handle/123456789/5069.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Desta T. Public Service Delivery Reform and Customer Satisfaction: The Case of Social Security Agency (SSA) And Document Authentication and Registration Office (Daro) . [Thesis]. Addis Ababa University; 2008. Available from: http://etd.aau.edu.et/dspace/handle/123456789/5069

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

NSYSU

6. Pan, Ching-Fen. Customer Participation in Tourism Marketing.

Degree: Master, Master of Business Administration Program in International Business, 2011, NSYSU

URL: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0713111-143646

► Recent tourism marketing development has highlighted the importance of customer participation. Owing to experience-seeking and use of internet, customers start to behave themselves as value… (more)

Subjects/Keywords: customer participation; communication; customer expertise; commitment; customer satisfaction; customer loyalty; tourism

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APA (6^th Edition):

Pan, C. (2011). Customer Participation in Tourism Marketing. (Thesis). NSYSU. Retrieved from http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0713111-143646

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Pan, Ching-Fen. “Customer Participation in Tourism Marketing.” 2011. Thesis, NSYSU. Accessed February 27, 2021. http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0713111-143646.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Pan, Ching-Fen. “Customer Participation in Tourism Marketing.” 2011. Web. 27 Feb 2021.

Vancouver:

Pan C. Customer Participation in Tourism Marketing. [Internet] [Thesis]. NSYSU; 2011. [cited 2021 Feb 27]. Available from: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0713111-143646.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Pan C. Customer Participation in Tourism Marketing. [Thesis]. NSYSU; 2011. Available from: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0713111-143646

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

7. Lu, Phuc Hong. Customer Satisfaction towards Retailers : ICA, ICA NÄRA and COOP FORUM .

Degree: the Humanities and Social Science, 2011, Gotland University

URL: http://urn.kb.se/resolve?urn=urn:nbn:se:hgo:diva-1005

► In the midst of stiff and fierce competition and increased number of grocery retail outlets providing a variety of products, customers have become accustomed… (more)

Subjects/Keywords: Customer Satisfaction; Dimensions of Satisfaction; Customer Satisfaction Levels

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APA (6^th Edition):

Lu, P. H. (2011). Customer Satisfaction towards Retailers : ICA, ICA NÄRA and COOP FORUM . (Thesis). Gotland University. Retrieved from http://urn.kb.se/resolve?urn=urn:nbn:se:hgo:diva-1005

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Lu, Phuc Hong. “Customer Satisfaction towards Retailers : ICA, ICA NÄRA and COOP FORUM .” 2011. Thesis, Gotland University. Accessed February 27, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hgo:diva-1005.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Lu, Phuc Hong. “Customer Satisfaction towards Retailers : ICA, ICA NÄRA and COOP FORUM .” 2011. Web. 27 Feb 2021.

Vancouver:

Lu PH. Customer Satisfaction towards Retailers : ICA, ICA NÄRA and COOP FORUM . [Internet] [Thesis]. Gotland University; 2011. [cited 2021 Feb 27]. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:hgo:diva-1005.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Lu PH. Customer Satisfaction towards Retailers : ICA, ICA NÄRA and COOP FORUM . [Thesis]. Gotland University; 2011. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:hgo:diva-1005

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

NSYSU

8. Tsai, Cheng-Hsien. A Study on Relationships among Service Quality, Customer Satisfaction and Customer Loyalty-The Post Exchange of Marine Corps School.

Degree: Master, EMPP, 2012, NSYSU

URL: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0813112-160703

► The purpose of this paper is to explore the consumers at Republic of China Marine Corps School Military 534 Camp Station and the relationship between… (more)

Subjects/Keywords: service quality; customer loyalty; customer satisfaction

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APA (6^th Edition):

Tsai, C. (2012). A Study on Relationships among Service Quality, Customer Satisfaction and Customer Loyalty-The Post Exchange of Marine Corps School. (Thesis). NSYSU. Retrieved from http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0813112-160703

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Tsai, Cheng-Hsien. “A Study on Relationships among Service Quality, Customer Satisfaction and Customer Loyalty-The Post Exchange of Marine Corps School.” 2012. Thesis, NSYSU. Accessed February 27, 2021. http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0813112-160703.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Tsai, Cheng-Hsien. “A Study on Relationships among Service Quality, Customer Satisfaction and Customer Loyalty-The Post Exchange of Marine Corps School.” 2012. Web. 27 Feb 2021.

Vancouver:

Tsai C. A Study on Relationships among Service Quality, Customer Satisfaction and Customer Loyalty-The Post Exchange of Marine Corps School. [Internet] [Thesis]. NSYSU; 2012. [cited 2021 Feb 27]. Available from: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0813112-160703.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Tsai C. A Study on Relationships among Service Quality, Customer Satisfaction and Customer Loyalty-The Post Exchange of Marine Corps School. [Thesis]. NSYSU; 2012. Available from: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0813112-160703

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

University of Pretoria

9. [No author]. The determinants of customer co-production and satisfaction in a compliance dependent service .

Degree: 2013, University of Pretoria

URL: http://upetd.up.ac.za/thesis/available/etd-05132013-161230/

► Customer compliance has become a pivotal consideration in the marketing strategies of lifestyle management programmes. Previous research has shown that the better customers comply with… (more)

▼ Customer compliance has become a pivotal consideration in the marketing strategies of lifestyle management programmes. Previous research has shown that the better customers comply with the directives of service providers, the higher their levels of customer satisfaction (Dellande, 1999). There are numerous lifestyle management programmes available on the market today. Many of these programmes have been linked to the usage of a nutritional product range as a pre-requisite for entering the programme. The investigation of customer compliance in lifestyle management programmes is very important because many of the major societal problems of today, such as high-fat diets, poor physical fitness, substance abuse and smoking, exist because people make poor health choices. Most of the leading causes of death could be reduced substantially if people at risk change five behaviours, namely non-compliance with beneficial health behaviours, poor diet, lack of exercise, smoking and alcohol and drug abuse. The many societal ills related to non-compliance with the aforementioned five behaviours and the dearth of knowledge about the determinants of customer compliance were the main motivations for this study. Another important goal, underlying the motivation for this study, was to understand the relationship between role clarity, role ability, motivation, customer satisfaction and goal attainment. Motivation, which for the purpose of this study has been divided into intrinsic and extrinsic motivation, proved to be the strongest predictor of customer compliance. An online self-administered questionnaire was used to gather quantitative data from 155 respondents who have successfully completed a lifestyle management programme. The results of the first regression model indicated that two of the four independent variables, namely “customers’ role ability” and “intrinsic motivation”, are statistically significant, positive predictors of the dependent variable “customer compliance”. The other two independent variables, “customer role clarity” and “extrinsic motivation”, are not statistically significant predictors of “customer compliance”. The results of the second regression model indicated that “customer compliance” and “customer goal attainment” are statistically significant positive predictors of the dependent variable “customer satisfaction” The most important construct of the study, highlighted in Chapter 6 as well as in the study by Dellande (1999), is customer motivation. If a customer is not motivated, compliance levels will not be sufficient to generate high levels of customer satisfaction. Customer motivation was divided into extrinsic motivation and intrinsic motivation with intrinsic motivation proving to have a stronger correlation with customer compliance than extrinsic motivation. The study was conducted across three different organisations. Research has also suggested that more than half of the customers who commence with a lifestyle management programme never complete the programme or revert to the original lifestyle they… Advisors/Committee Members: Kotze, Theuns G (advisor).

Subjects/Keywords: Customer satisfaction; Customers; Services; Customer compliance; UCTD

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APA (6^th Edition):

author], [. (2013). The determinants of customer co-production and satisfaction in a compliance dependent service . (Masters Thesis). University of Pretoria. Retrieved from http://upetd.up.ac.za/thesis/available/etd-05132013-161230/

Chicago Manual of Style (16^th Edition):

author], [No. “The determinants of customer co-production and satisfaction in a compliance dependent service .” 2013. Masters Thesis, University of Pretoria. Accessed February 27, 2021. http://upetd.up.ac.za/thesis/available/etd-05132013-161230/.

MLA Handbook (7^th Edition):

author], [No. “The determinants of customer co-production and satisfaction in a compliance dependent service .” 2013. Web. 27 Feb 2021.

Vancouver:

author] [. The determinants of customer co-production and satisfaction in a compliance dependent service . [Internet] [Masters thesis]. University of Pretoria; 2013. [cited 2021 Feb 27]. Available from: http://upetd.up.ac.za/thesis/available/etd-05132013-161230/.

Council of Science Editors:

author] [. The determinants of customer co-production and satisfaction in a compliance dependent service . [Masters Thesis]. University of Pretoria; 2013. Available from: http://upetd.up.ac.za/thesis/available/etd-05132013-161230/

Nelson Mandela Metropolitan University

10. Xaluva, Bongiwe Lumka. Improving customer retention at a selected medical fund through internal service quality and customer relationship management.

Degree: Faculty of Business and Economic Sciences, 2012, Nelson Mandela Metropolitan University

URL: http://hdl.handle.net/10948/d1008118

► In today’s competitive arena, organisations need strategically to shift their focus from primarily concentrating on new customer acquisitions and rather to realise the importance of… (more)

▼ In today’s competitive arena, organisations need strategically to shift their focus from primarily concentrating on new customer acquisitions and rather to realise the importance of improving customer defections, thus looking at strategically retaining the existing customer base. Customer retention to all intents and purposes reflects the core of any service offering organisation and drives the competitiveness and viability of the business. Customer retention is a concern for all sector organisations including the medical aid schemes industry. It has been proven that retaining customers is less costly than attracting new ones and through a satisfied customer a business can elevate its competitiveness in the market. The significance of the study hinges on the importance of each business having comprehensive knowledge of why customers remain loyal patrons or why they choose to defect. It is important to note that the financial resources and time the business expends on improving service to the customer become futile if not matched by the high performance of the internal business units’ strategies. Having an understanding of customer movement will assist the organisation in properly addressing such issues and employing strategic processes that will enable the business to improve its retention strategies and curb defections. The primary objective of the current study was to investigate the impact internal service quality and customer relationship management have on customer retention. The study employed the SERVQUAL model as a measuring tool in establishing the relationship. The study investigated how customer retention (the dependent variable) is influenced by the different elements of internal service quality, namely assurance, empathy, service reliability, responsiveness, tangibles and elationship management, which represented the independent variables. The sample comprised eighty-one (81) out of a possible 130 AA Medical Scheme participants through the organisation’s four national offices. The empirical results showed that of all the variables relationship management, responsiveness and the tangibles have a positive impact on customer retention in medical aid schemes.

Subjects/Keywords: Customer relations – Management; Customer services; Consumer satisfaction

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APA (6^th Edition):

Xaluva, B. L. (2012). Improving customer retention at a selected medical fund through internal service quality and customer relationship management. (Thesis). Nelson Mandela Metropolitan University. Retrieved from http://hdl.handle.net/10948/d1008118

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Xaluva, Bongiwe Lumka. “Improving customer retention at a selected medical fund through internal service quality and customer relationship management.” 2012. Thesis, Nelson Mandela Metropolitan University. Accessed February 27, 2021. http://hdl.handle.net/10948/d1008118.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Xaluva, Bongiwe Lumka. “Improving customer retention at a selected medical fund through internal service quality and customer relationship management.” 2012. Web. 27 Feb 2021.

Vancouver:

Xaluva BL. Improving customer retention at a selected medical fund through internal service quality and customer relationship management. [Internet] [Thesis]. Nelson Mandela Metropolitan University; 2012. [cited 2021 Feb 27]. Available from: http://hdl.handle.net/10948/d1008118.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Xaluva BL. Improving customer retention at a selected medical fund through internal service quality and customer relationship management. [Thesis]. Nelson Mandela Metropolitan University; 2012. Available from: http://hdl.handle.net/10948/d1008118

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Nelson Mandela Metropolitan University

11. Meyer, Warren Carlo. Investigating customer service excellence at Lakeside Spar.

Degree: MBA, Faculty of Business and Economic Sciences, 2009, Nelson Mandela Metropolitan University

URL: http://hdl.handle.net/10948/1016

► Service delivery is critical to the customer’s perception of value and is core to the success of an organisation. Excellent customer service incorporates the critical… (more)

▼ Service delivery is critical to the customer’s perception of value and is core to the success of an organisation. Excellent customer service incorporates the critical aspects of: expedient service delivery; open and honest communication; individual, personalised service; engendering customer loyalty; problem-solving; under-promising and over-delivering; meeting and exceeding expectations; efficient use of infrastructure, systems and procedures to facilitate efficient operations and, in particular, effective use of knowledge management with a focus on customer lifecycle care (Kingstone, 2004, 2005; Zarbock, 2006). Best-practice organisations now use Customer Relationship Management (CRM) programmes that are customer-centric based in order to ensure excellent customer service delivery. Recently, organisations such as Tesco and Nordstrom have adopted customer-centric CRM successfully, providing concrete proof that this CRM model is sustainable and that it produces the highly lucrative win-win benefits which organisations seek (Beasty, 2005; Hallberg, 2001:19; Gratehouse, 2002; Rowe, 2002). 5 Glossary • Continuous improvement: an approach to improving performance which assumes more and smaller incremental improvement steps (Pycraft, Singh, Phihlela, Slack, Chambers, Harland, Harrison, & Johnston, 2002); • Connectivity: the ability to communicate with another system or piece of hardware or software, or with an internet site (Encarta World English Dictionary); • Customer-centric: the use of every touch-point to stimulate interest, close business, satisfy a need or demonstrate commitment to the customer relationship (Gianforte, 2005); • Customer expectations: the customer's perception of the quality of service (LeBoeuf, 1991) and value (Thompson, 2004); • Customer Experience Management: managing customer interactions to build brand equity and long-term profitability (Thompson, 2006a); • Customer lifecycle care: to ensure that every touch-point fulfils its value-potential, regardless of whether the interaction happens in marketing, sales or customer service (Gianforte, 2005); • Customer loyalty: customer’s attitudes and behaviour relating to their perception of value at every touch-point where they feel welcome, important and valued (Thompson, 2004); • Customer Relationship Advisors/Committee Members: Groenewald, Wendy.

Subjects/Keywords: Consumer satisfaction; Customer services; Customer relations management

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APA (6^th Edition):

Meyer, W. C. (2009). Investigating customer service excellence at Lakeside Spar. (Masters Thesis). Nelson Mandela Metropolitan University. Retrieved from http://hdl.handle.net/10948/1016

Chicago Manual of Style (16^th Edition):

Meyer, Warren Carlo. “Investigating customer service excellence at Lakeside Spar.” 2009. Masters Thesis, Nelson Mandela Metropolitan University. Accessed February 27, 2021. http://hdl.handle.net/10948/1016.

MLA Handbook (7^th Edition):

Meyer, Warren Carlo. “Investigating customer service excellence at Lakeside Spar.” 2009. Web. 27 Feb 2021.

Vancouver:

Meyer WC. Investigating customer service excellence at Lakeside Spar. [Internet] [Masters thesis]. Nelson Mandela Metropolitan University; 2009. [cited 2021 Feb 27]. Available from: http://hdl.handle.net/10948/1016.

Council of Science Editors:

Meyer WC. Investigating customer service excellence at Lakeside Spar. [Masters Thesis]. Nelson Mandela Metropolitan University; 2009. Available from: http://hdl.handle.net/10948/1016

University of Johannesburg

12. Ehlers, L. Bestuurs- en klantpersepsie rakende dienslewering in die supermarkbedryf.

Degree: 2012, University of Johannesburg

URL: http://hdl.handle.net/10210/5873

►

M.Comm.

Gegewe die agtergrond en die probleemstelling kan die studie soos volg geformuleer word: Die primere doelwit van die studie is om die gaping tussen… (more)

Subjects/Keywords: Customer services; Consumer satisfaction; Supermarkets – Customer services

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APA (6^th Edition):

Ehlers, L. (2012). Bestuurs- en klantpersepsie rakende dienslewering in die supermarkbedryf. (Thesis). University of Johannesburg. Retrieved from http://hdl.handle.net/10210/5873

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Ehlers, L. “Bestuurs- en klantpersepsie rakende dienslewering in die supermarkbedryf.” 2012. Thesis, University of Johannesburg. Accessed February 27, 2021. http://hdl.handle.net/10210/5873.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Ehlers, L. “Bestuurs- en klantpersepsie rakende dienslewering in die supermarkbedryf.” 2012. Web. 27 Feb 2021.

Vancouver:

Ehlers L. Bestuurs- en klantpersepsie rakende dienslewering in die supermarkbedryf. [Internet] [Thesis]. University of Johannesburg; 2012. [cited 2021 Feb 27]. Available from: http://hdl.handle.net/10210/5873.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Ehlers L. Bestuurs- en klantpersepsie rakende dienslewering in die supermarkbedryf. [Thesis]. University of Johannesburg; 2012. Available from: http://hdl.handle.net/10210/5873

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

University of Pretoria

13. Heath, Eric Ernie. The determinants of customer co-production and satisfaction in a compliance dependent service.

Degree: MCom, Marketing Management, 2012, University of Pretoria

URL: http://hdl.handle.net/2263/24649

► Customer compliance has become a pivotal consideration in the marketing strategies of lifestyle management programmes. Previous research has shown that the better customers comply with… (more)

▼ Customer compliance has become a pivotal consideration in the marketing strategies of lifestyle management programmes. Previous research has shown that the better customers comply with the directives of service providers, the higher their levels of customer satisfaction (Dellande, 1999). There are numerous lifestyle management programmes available on the market today. Many of these programmes have been linked to the usage of a nutritional product range as a pre-requisite for entering the programme. The investigation of customer compliance in lifestyle management programmes is very important because many of the major societal problems of today, such as high-fat diets, poor physical fitness, substance abuse and smoking, exist because people make poor health choices. Most of the leading causes of death could be reduced substantially if people at risk change five behaviours, namely non-compliance with beneficial health behaviours, poor diet, lack of exercise, smoking and alcohol and drug abuse. The many societal ills related to non-compliance with the aforementioned five behaviours and the dearth of knowledge about the determinants of customer compliance were the main motivations for this study. Another important goal, underlying the motivation for this study, was to understand the relationship between role clarity, role ability, motivation, customer satisfaction and goal attainment. Motivation, which for the purpose of this study has been divided into intrinsic and extrinsic motivation, proved to be the strongest predictor of customer compliance. An online self-administered questionnaire was used to gather quantitative data from 155 respondents who have successfully completed a lifestyle management programme. The results of the first regression model indicated that two of the four independent variables, namely “customers’ role ability” and “intrinsic motivation”, are statistically significant, positive predictors of the dependent variable “customer compliance”. The other two independent variables, “customer role clarity” and “extrinsic motivation”, are not statistically significant predictors of “customer compliance”. The results of the second regression model indicated that “customer compliance” and “customer goal attainment” are statistically significant positive predictors of the dependent variable “customer satisfaction” The most important construct of the study, highlighted in Chapter 6 as well as in the study by Dellande (1999), is customer motivation. If a customer is not motivated, compliance levels will not be sufficient to generate high levels of customer satisfaction. Customer motivation was divided into extrinsic motivation and intrinsic motivation with intrinsic motivation proving to have a stronger correlation with customer compliance than extrinsic motivation. The study was conducted across three different organisations. Research has also suggested that more than half of the customers who commence with a lifestyle management programme never complete the programme or revert to the original lifestyle they… Advisors/Committee Members: Kotze, Theunis Johannes (advisor).

Subjects/Keywords: Customer satisfaction; Customers; Services; Customer compliance; UCTD

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6^th Edition):

Heath, E. E. (2012). The determinants of customer co-production and satisfaction in a compliance dependent service. (Masters Thesis). University of Pretoria. Retrieved from http://hdl.handle.net/2263/24649

Chicago Manual of Style (16^th Edition):

Heath, Eric Ernie. “The determinants of customer co-production and satisfaction in a compliance dependent service.” 2012. Masters Thesis, University of Pretoria. Accessed February 27, 2021. http://hdl.handle.net/2263/24649.

MLA Handbook (7^th Edition):

Heath, Eric Ernie. “The determinants of customer co-production and satisfaction in a compliance dependent service.” 2012. Web. 27 Feb 2021.

Vancouver:

Heath EE. The determinants of customer co-production and satisfaction in a compliance dependent service. [Internet] [Masters thesis]. University of Pretoria; 2012. [cited 2021 Feb 27]. Available from: http://hdl.handle.net/2263/24649.

Council of Science Editors:

Heath EE. The determinants of customer co-production and satisfaction in a compliance dependent service. [Masters Thesis]. University of Pretoria; 2012. Available from: http://hdl.handle.net/2263/24649

Halmstad University

14. Matagne, Sébastien. The role of Relationship Marketing for Customer satisfaction in the banking sector.

Degree: Business and Engineering (SET), 2013, Halmstad University

URL: http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-23706

► More and more companies are faced with fierce competition; ergo, companies are consistently trying to build a long term relationships with their customer. In… (more)

Subjects/Keywords: relationship marketing; customer satisfaction; customer trust

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APA (6^th Edition):

Matagne, S. (2013). The role of Relationship Marketing for Customer satisfaction in the banking sector. (Thesis). Halmstad University. Retrieved from http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-23706

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Matagne, Sébastien. “The role of Relationship Marketing for Customer satisfaction in the banking sector.” 2013. Thesis, Halmstad University. Accessed February 27, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-23706.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Matagne, Sébastien. “The role of Relationship Marketing for Customer satisfaction in the banking sector.” 2013. Web. 27 Feb 2021.

Vancouver:

Matagne S. The role of Relationship Marketing for Customer satisfaction in the banking sector. [Internet] [Thesis]. Halmstad University; 2013. [cited 2021 Feb 27]. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-23706.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Matagne S. The role of Relationship Marketing for Customer satisfaction in the banking sector. [Thesis]. Halmstad University; 2013. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-23706

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

15. Avogbedoh, Sowu. The Effects of Customer Relationship Marketing Practices on Customer Satisfaction among the Customers of Ghana Oil Company Limited.

Degree: 2011, , School of Management

URL: http://urn.kb.se/resolve?urn=urn:nbn:se:bth-1984

► The Ghanaian economy has recently received massive growth for various reasons. However, much of the growth is attributed to the recent discovery of crude… (more)

Subjects/Keywords: Customer Relationship Marketing; Customer Satisfaction; Tangibility; Responsiveness

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APA (6^th Edition):

Avogbedoh, S. (2011). The Effects of Customer Relationship Marketing Practices on Customer Satisfaction among the Customers of Ghana Oil Company Limited. (Thesis). , School of Management. Retrieved from http://urn.kb.se/resolve?urn=urn:nbn:se:bth-1984

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Avogbedoh, Sowu. “The Effects of Customer Relationship Marketing Practices on Customer Satisfaction among the Customers of Ghana Oil Company Limited.” 2011. Thesis, , School of Management. Accessed February 27, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-1984.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Avogbedoh, Sowu. “The Effects of Customer Relationship Marketing Practices on Customer Satisfaction among the Customers of Ghana Oil Company Limited.” 2011. Web. 27 Feb 2021.

Vancouver:

Avogbedoh S. The Effects of Customer Relationship Marketing Practices on Customer Satisfaction among the Customers of Ghana Oil Company Limited. [Internet] [Thesis]. , School of Management; 2011. [cited 2021 Feb 27]. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:bth-1984.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Avogbedoh S. The Effects of Customer Relationship Marketing Practices on Customer Satisfaction among the Customers of Ghana Oil Company Limited. [Thesis]. , School of Management; 2011. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:bth-1984

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Kansas State University

16. Montoya Nunez, Claudia. Measuring customer satisfaction of SiteOne Landscape Supply in Dallas/Fort Worth, Texas.

Degree: Master of Agribusiness, Department of Agricultural Economics, 2016, Kansas State University

URL: http://hdl.handle.net/2097/35747

► SiteOne Landscape Supply is the largest distributor of lawn care products for professionals of the landscape industry in U.S.A. and Canada. SiteOne is aware of… (more)

▼ SiteOne Landscape Supply is the largest distributor of lawn care products for professionals of the landscape industry in U.S.A. and Canada. SiteOne is aware of the importance of customer satisfaction and it is interested on increasing satisfaction by improving customer service. There is a high concentration of Latino landscapers in Texas, whom customer service needs may differ from non-Latino customers. Therefore the purpose of this project was to study customer satisfaction of Hispanic and non-Hispanic landscapers considering the following thirteen service attributes: competitive prices, available stock, cleanliness of facilities, business follow up, timely assistance, timely deliveries, accuracy of orders, helpful staff, approachable staff, knowledgeable staff, Spanish-speaking staff, training in Spanish, and labels in Spanish. The data was collected throughout a survey which was presented to SiteOne customers in the Dallas/Fort Worth area. A total of 224 surveys were collected. The methods used to analyze the data were importance-performance (I-P) and regression analyses. The major differences found in the I-P grids are related to the three Spanish language attributes. Spanish-speaking staff, training in Spanish and labels in Spanish are statistically significant more important to Hispanic than non-Hispanic landscapers. Available stock is the most important attribute for non-Hispanic, and it is the second most important for Hispanic customers. SiteOne has an opportunity to improve their stock availability, especially for nursery, fertilizers and pesticides. Other factors that are very important to customers and they perceive that SiteOne is doing an excellent job are: timely assistance, timely deliveries, accuracy of orders, and approachable, knowledgeable and helpful staff. The importance of competitive prices was rated as high as the previous six service attributes, however the mean of pricing performance was not as high as that group of attributes. From the multivariate regression analyses, it was found that pricing was the only variable with statistical significance to predict changes in customer satisfaction for the non-Hispanic group. No statistical significance was found in the regression model run for Hispanic clients. Some negative coefficients with statistical significance were found for stores199 and #220 in the models run to analyze branch performance. It is recommended that these results be compared with other measurements to determine the nature of the issues that may be present in these locations. Advisors/Committee Members: Kevin P. Gwinner.

Subjects/Keywords: Customer satisfaction; Customer service; Landscape industry

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APA (6^th Edition):

Montoya Nunez, C. (2016). Measuring customer satisfaction of SiteOne Landscape Supply in Dallas/Fort Worth, Texas. (Masters Thesis). Kansas State University. Retrieved from http://hdl.handle.net/2097/35747

Chicago Manual of Style (16^th Edition):

Montoya Nunez, Claudia. “Measuring customer satisfaction of SiteOne Landscape Supply in Dallas/Fort Worth, Texas.” 2016. Masters Thesis, Kansas State University. Accessed February 27, 2021. http://hdl.handle.net/2097/35747.

MLA Handbook (7^th Edition):

Montoya Nunez, Claudia. “Measuring customer satisfaction of SiteOne Landscape Supply in Dallas/Fort Worth, Texas.” 2016. Web. 27 Feb 2021.

Vancouver:

Montoya Nunez C. Measuring customer satisfaction of SiteOne Landscape Supply in Dallas/Fort Worth, Texas. [Internet] [Masters thesis]. Kansas State University; 2016. [cited 2021 Feb 27]. Available from: http://hdl.handle.net/2097/35747.

Council of Science Editors:

Montoya Nunez C. Measuring customer satisfaction of SiteOne Landscape Supply in Dallas/Fort Worth, Texas. [Masters Thesis]. Kansas State University; 2016. Available from: http://hdl.handle.net/2097/35747

University of Ghana

17. Ameke, V. Y. The Effect of Operational Efficiency on Customer Satisfaction: The Case of Port of Tema .

Degree: 2016, University of Ghana

URL: http://ugspace.ug.edu.gh/handle/123456789/8780

► Often managers are tempted to believe that the only effect of operational efficiency is cost reduction and improvement in profit. Operational efficiency is not just… (more)

Subjects/Keywords: Operational Efficiency; Customer Satisfaction; Effect

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APA (6^th Edition):

Ameke, V. Y. (2016). The Effect of Operational Efficiency on Customer Satisfaction: The Case of Port of Tema . (Masters Thesis). University of Ghana. Retrieved from http://ugspace.ug.edu.gh/handle/123456789/8780

Chicago Manual of Style (16^th Edition):

Ameke, V Y. “The Effect of Operational Efficiency on Customer Satisfaction: The Case of Port of Tema .” 2016. Masters Thesis, University of Ghana. Accessed February 27, 2021. http://ugspace.ug.edu.gh/handle/123456789/8780.

MLA Handbook (7^th Edition):

Ameke, V Y. “The Effect of Operational Efficiency on Customer Satisfaction: The Case of Port of Tema .” 2016. Web. 27 Feb 2021.

Vancouver:

Ameke VY. The Effect of Operational Efficiency on Customer Satisfaction: The Case of Port of Tema . [Internet] [Masters thesis]. University of Ghana; 2016. [cited 2021 Feb 27]. Available from: http://ugspace.ug.edu.gh/handle/123456789/8780.

Council of Science Editors:

Ameke VY. The Effect of Operational Efficiency on Customer Satisfaction: The Case of Port of Tema . [Masters Thesis]. University of Ghana; 2016. Available from: http://ugspace.ug.edu.gh/handle/123456789/8780

Rochester Institute of Technology

18. Karr, Jason. Post service customer satisfaction measurement.

Degree: School of Food, Hotel and Tourism Management (CAST), 1996, Rochester Institute of Technology

URL: https://scholarworks.rit.edu/theses/7442

► This study provides restauranteurs with information on how to create, implement and evaluate a strategy of customer satisfaction measurement after the service has been delivered… (more)

Subjects/Keywords: Customer satisfaction

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APA (6^th Edition):

Karr, J. (1996). Post service customer satisfaction measurement. (Thesis). Rochester Institute of Technology. Retrieved from https://scholarworks.rit.edu/theses/7442

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Karr, Jason. “Post service customer satisfaction measurement.” 1996. Thesis, Rochester Institute of Technology. Accessed February 27, 2021. https://scholarworks.rit.edu/theses/7442.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Karr, Jason. “Post service customer satisfaction measurement.” 1996. Web. 27 Feb 2021.

Vancouver:

Karr J. Post service customer satisfaction measurement. [Internet] [Thesis]. Rochester Institute of Technology; 1996. [cited 2021 Feb 27]. Available from: https://scholarworks.rit.edu/theses/7442.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Karr J. Post service customer satisfaction measurement. [Thesis]. Rochester Institute of Technology; 1996. Available from: https://scholarworks.rit.edu/theses/7442

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Rochester Institute of Technology

19. Kemp, Jon. Customer satisfaction measures as indicators of sevice performance.

Degree: School of Food, Hotel and Tourism Management (CAST), 1995, Rochester Institute of Technology

URL: https://scholarworks.rit.edu/theses/7403

► This document contains a study of customer satisfaction measures that indicate service performance. The study was performed with the customers of a facilities maintenance service… (more)

Subjects/Keywords: Customer satisfaction

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APA (6^th Edition):

Kemp, J. (1995). Customer satisfaction measures as indicators of sevice performance. (Thesis). Rochester Institute of Technology. Retrieved from https://scholarworks.rit.edu/theses/7403

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Kemp, Jon. “Customer satisfaction measures as indicators of sevice performance.” 1995. Thesis, Rochester Institute of Technology. Accessed February 27, 2021. https://scholarworks.rit.edu/theses/7403.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Kemp, Jon. “Customer satisfaction measures as indicators of sevice performance.” 1995. Web. 27 Feb 2021.

Vancouver:

Kemp J. Customer satisfaction measures as indicators of sevice performance. [Internet] [Thesis]. Rochester Institute of Technology; 1995. [cited 2021 Feb 27]. Available from: https://scholarworks.rit.edu/theses/7403.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Kemp J. Customer satisfaction measures as indicators of sevice performance. [Thesis]. Rochester Institute of Technology; 1995. Available from: https://scholarworks.rit.edu/theses/7403

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Rochester Institute of Technology

20. Hudspeth, Donald. Customer service goes to college.

Degree: School of Food, Hotel and Tourism Management (CAST), 1999, Rochester Institute of Technology

URL: https://scholarworks.rit.edu/theses/7365

► The purpose of this study was to determine if there is a feedback model that can be used to gather data from students that have… (more)

Subjects/Keywords: Customer satisfaction

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APA (6^th Edition):

Hudspeth, D. (1999). Customer service goes to college. (Thesis). Rochester Institute of Technology. Retrieved from https://scholarworks.rit.edu/theses/7365

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Hudspeth, Donald. “Customer service goes to college.” 1999. Thesis, Rochester Institute of Technology. Accessed February 27, 2021. https://scholarworks.rit.edu/theses/7365.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Hudspeth, Donald. “Customer service goes to college.” 1999. Web. 27 Feb 2021.

Vancouver:

Hudspeth D. Customer service goes to college. [Internet] [Thesis]. Rochester Institute of Technology; 1999. [cited 2021 Feb 27]. Available from: https://scholarworks.rit.edu/theses/7365.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Hudspeth D. Customer service goes to college. [Thesis]. Rochester Institute of Technology; 1999. Available from: https://scholarworks.rit.edu/theses/7365

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Rochester Institute of Technology

21. Guarno, Philip. Achieving customer delight through employee driven teams.

Degree: School of Food, Hotel and Tourism Management (CAST), 1996, Rochester Institute of Technology

URL: https://scholarworks.rit.edu/theses/7443

► This study shows the relationship between TQM and employee driven teams, and customer satisfaction and delight. The study explains the developmental stages of TQM leading… (more)

Subjects/Keywords: Customer satisfaction

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APA (6^th Edition):

Guarno, P. (1996). Achieving customer delight through employee driven teams. (Thesis). Rochester Institute of Technology. Retrieved from https://scholarworks.rit.edu/theses/7443

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Guarno, Philip. “Achieving customer delight through employee driven teams.” 1996. Thesis, Rochester Institute of Technology. Accessed February 27, 2021. https://scholarworks.rit.edu/theses/7443.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Guarno, Philip. “Achieving customer delight through employee driven teams.” 1996. Web. 27 Feb 2021.

Vancouver:

Guarno P. Achieving customer delight through employee driven teams. [Internet] [Thesis]. Rochester Institute of Technology; 1996. [cited 2021 Feb 27]. Available from: https://scholarworks.rit.edu/theses/7443.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Guarno P. Achieving customer delight through employee driven teams. [Thesis]. Rochester Institute of Technology; 1996. Available from: https://scholarworks.rit.edu/theses/7443

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Rochester Institute of Technology

22. Bottini, Carmen. Xerox early customer engagement process and documentation.

Degree: Hospitality and Tourism Management (CAST), 1999, Rochester Institute of Technology

URL: https://scholarworks.rit.edu/theses/513

► This paper focused on the Early Customer Engagement (ECE/ECAT) activity that should be utilized for every new product that Xerox develops. ECE is the practice… (more)

Subjects/Keywords: Customer satisfaction

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APA (6^th Edition):

Bottini, C. (1999). Xerox early customer engagement process and documentation. (Thesis). Rochester Institute of Technology. Retrieved from https://scholarworks.rit.edu/theses/513

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Bottini, Carmen. “Xerox early customer engagement process and documentation.” 1999. Thesis, Rochester Institute of Technology. Accessed February 27, 2021. https://scholarworks.rit.edu/theses/513.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Bottini, Carmen. “Xerox early customer engagement process and documentation.” 1999. Web. 27 Feb 2021.

Vancouver:

Bottini C. Xerox early customer engagement process and documentation. [Internet] [Thesis]. Rochester Institute of Technology; 1999. [cited 2021 Feb 27]. Available from: https://scholarworks.rit.edu/theses/513.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Bottini C. Xerox early customer engagement process and documentation. [Thesis]. Rochester Institute of Technology; 1999. Available from: https://scholarworks.rit.edu/theses/513

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Rochester Institute of Technology

23. Greene, Scott. Technology delivery: Are we doing all we can for the customer?.

Degree: School of Food, Hotel and Tourism Management (CAST), 1998, Rochester Institute of Technology

URL: https://scholarworks.rit.edu/theses/7353

► The purpose of this qualitative study is to identify key activities for Project Managers surrounding the delivery of new technologies to end-users. The study involved… (more)

Subjects/Keywords: Customer satisfaction

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APA (6^th Edition):

Greene, S. (1998). Technology delivery: Are we doing all we can for the customer?. (Thesis). Rochester Institute of Technology. Retrieved from https://scholarworks.rit.edu/theses/7353

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Greene, Scott. “Technology delivery: Are we doing all we can for the customer?.” 1998. Thesis, Rochester Institute of Technology. Accessed February 27, 2021. https://scholarworks.rit.edu/theses/7353.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Greene, Scott. “Technology delivery: Are we doing all we can for the customer?.” 1998. Web. 27 Feb 2021.

Vancouver:

Greene S. Technology delivery: Are we doing all we can for the customer?. [Internet] [Thesis]. Rochester Institute of Technology; 1998. [cited 2021 Feb 27]. Available from: https://scholarworks.rit.edu/theses/7353.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Greene S. Technology delivery: Are we doing all we can for the customer?. [Thesis]. Rochester Institute of Technology; 1998. Available from: https://scholarworks.rit.edu/theses/7353

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Rochester Institute of Technology

24. Sorgule, Paul. Developing career satisfaction for culinarians through the American restaurant 2000 A.D.

Degree: School of Food, Hotel and Tourism Management (CAST), 1995, Rochester Institute of Technology

URL: https://scholarworks.rit.edu/theses/7505

Not listed. Advisors/Committee Members: Marecki, Richard.

Subjects/Keywords: Customer satisfaction

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6^th Edition):

Sorgule, P. (1995). Developing career satisfaction for culinarians through the American restaurant 2000 A.D. (Thesis). Rochester Institute of Technology. Retrieved from https://scholarworks.rit.edu/theses/7505

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Sorgule, Paul. “Developing career satisfaction for culinarians through the American restaurant 2000 A.D.” 1995. Thesis, Rochester Institute of Technology. Accessed February 27, 2021. https://scholarworks.rit.edu/theses/7505.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Sorgule, Paul. “Developing career satisfaction for culinarians through the American restaurant 2000 A.D.” 1995. Web. 27 Feb 2021.

Vancouver:

Sorgule P. Developing career satisfaction for culinarians through the American restaurant 2000 A.D. [Internet] [Thesis]. Rochester Institute of Technology; 1995. [cited 2021 Feb 27]. Available from: https://scholarworks.rit.edu/theses/7505.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Sorgule P. Developing career satisfaction for culinarians through the American restaurant 2000 A.D. [Thesis]. Rochester Institute of Technology; 1995. Available from: https://scholarworks.rit.edu/theses/7505

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Rochester Institute of Technology

25. Bock, A. Timothy. Motorcoach carrier and motorcoach tour industry reviews.

Degree: School of Food, Hotel and Tourism Management (CAST), 1991, Rochester Institute of Technology

URL: https://scholarworks.rit.edu/theses/7506

Not listed. Advisors/Committee Members: Marecki, Richard.

Subjects/Keywords: Customer satisfaction

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6^th Edition):

Bock, A. T. (1991). Motorcoach carrier and motorcoach tour industry reviews. (Thesis). Rochester Institute of Technology. Retrieved from https://scholarworks.rit.edu/theses/7506

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Bock, A Timothy. “Motorcoach carrier and motorcoach tour industry reviews.” 1991. Thesis, Rochester Institute of Technology. Accessed February 27, 2021. https://scholarworks.rit.edu/theses/7506.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Bock, A Timothy. “Motorcoach carrier and motorcoach tour industry reviews.” 1991. Web. 27 Feb 2021.

Vancouver:

Bock AT. Motorcoach carrier and motorcoach tour industry reviews. [Internet] [Thesis]. Rochester Institute of Technology; 1991. [cited 2021 Feb 27]. Available from: https://scholarworks.rit.edu/theses/7506.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Bock AT. Motorcoach carrier and motorcoach tour industry reviews. [Thesis]. Rochester Institute of Technology; 1991. Available from: https://scholarworks.rit.edu/theses/7506

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

26. Lalitha, Sannidhanam. A Study of CRM Practices and Customer Satisfaction in services sector in India; -.

Degree: Management studies, 2013, Jawaharlal Nehru Technological University, Hyderabad

URL: http://shodhganga.inflibnet.ac.in/handle/10603/19007

►

Customer relationship and Customer Relationship Management are in forefront newlineof recent business arena gaining prominence in management profession. Since long businessmen and academicians relied on… (more)

Subjects/Keywords:

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6^th Edition):

Lalitha, S. (2013). A Study of CRM Practices and Customer Satisfaction in services sector in India; -. (Thesis). Jawaharlal Nehru Technological University, Hyderabad. Retrieved from http://shodhganga.inflibnet.ac.in/handle/10603/19007

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Lalitha, Sannidhanam. “A Study of CRM Practices and Customer Satisfaction in services sector in India; -.” 2013. Thesis, Jawaharlal Nehru Technological University, Hyderabad. Accessed February 27, 2021. http://shodhganga.inflibnet.ac.in/handle/10603/19007.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Lalitha, Sannidhanam. “A Study of CRM Practices and Customer Satisfaction in services sector in India; -.” 2013. Web. 27 Feb 2021.

Vancouver:

Lalitha S. A Study of CRM Practices and Customer Satisfaction in services sector in India; -. [Internet] [Thesis]. Jawaharlal Nehru Technological University, Hyderabad; 2013. [cited 2021 Feb 27]. Available from: http://shodhganga.inflibnet.ac.in/handle/10603/19007.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Lalitha S. A Study of CRM Practices and Customer Satisfaction in services sector in India; -. [Thesis]. Jawaharlal Nehru Technological University, Hyderabad; 2013. Available from: http://shodhganga.inflibnet.ac.in/handle/10603/19007

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

University of Kashmir

27. Tabasum Nazir. Relationship between customer satisfaction and financial performance of banks; A study of select Banks in Northern India.

Degree: 2015, University of Kashmir

URL: http://shodhganga.inflibnet.ac.in/handle/10603/39929

►

This chapter studies the relationship between the two variables that is customer satisfaction and financial performance and discusses how far customer satisfaction newlineis responsible for… (more)

Subjects/Keywords: Customer satisfaction-India; Relations-Banks

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6^th Edition):

Nazir, T. (2015). Relationship between customer satisfaction and financial performance of banks; A study of select Banks in Northern India. (Thesis). University of Kashmir. Retrieved from http://shodhganga.inflibnet.ac.in/handle/10603/39929

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Nazir, Tabasum. “Relationship between customer satisfaction and financial performance of banks; A study of select Banks in Northern India.” 2015. Thesis, University of Kashmir. Accessed February 27, 2021. http://shodhganga.inflibnet.ac.in/handle/10603/39929.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Nazir, Tabasum. “Relationship between customer satisfaction and financial performance of banks; A study of select Banks in Northern India.” 2015. Web. 27 Feb 2021.

Vancouver:

Nazir T. Relationship between customer satisfaction and financial performance of banks; A study of select Banks in Northern India. [Internet] [Thesis]. University of Kashmir; 2015. [cited 2021 Feb 27]. Available from: http://shodhganga.inflibnet.ac.in/handle/10603/39929.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Nazir T. Relationship between customer satisfaction and financial performance of banks; A study of select Banks in Northern India. [Thesis]. University of Kashmir; 2015. Available from: http://shodhganga.inflibnet.ac.in/handle/10603/39929

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

28. Sannidhanam, Lalitha. A Study of CRM Practices and Customer Satisfaction in services sector in India; -.

Degree: Management studies, 2013, Jawaharlal Nehru Technological University, Hyderabad

URL: http://shodhganga.inflibnet.ac.in/handle/10603/18890

►

Customer relationship and Customer Relationship Management are in forefront newlineof recent business arena gaining prominence in management profession. Since long businessmen and academicians relied on… (more)

Subjects/Keywords:

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6^th Edition):

Sannidhanam, L. (2013). A Study of CRM Practices and Customer Satisfaction in services sector in India; -. (Thesis). Jawaharlal Nehru Technological University, Hyderabad. Retrieved from http://shodhganga.inflibnet.ac.in/handle/10603/18890

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Sannidhanam, Lalitha. “A Study of CRM Practices and Customer Satisfaction in services sector in India; -.” 2013. Thesis, Jawaharlal Nehru Technological University, Hyderabad. Accessed February 27, 2021. http://shodhganga.inflibnet.ac.in/handle/10603/18890.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Sannidhanam, Lalitha. “A Study of CRM Practices and Customer Satisfaction in services sector in India; -.” 2013. Web. 27 Feb 2021.

Vancouver:

Sannidhanam L. A Study of CRM Practices and Customer Satisfaction in services sector in India; -. [Internet] [Thesis]. Jawaharlal Nehru Technological University, Hyderabad; 2013. [cited 2021 Feb 27]. Available from: http://shodhganga.inflibnet.ac.in/handle/10603/18890.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Sannidhanam L. A Study of CRM Practices and Customer Satisfaction in services sector in India; -. [Thesis]. Jawaharlal Nehru Technological University, Hyderabad; 2013. Available from: http://shodhganga.inflibnet.ac.in/handle/10603/18890

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Anna University

29. Sundharesalingam P. A study on customer retention strategy In public sector banks with reference to Erode district;.

Degree: A study on customer retention strategy In public sector banks with reference to Erode district, 2015, Anna University

URL: http://shodhganga.inflibnet.ac.in/handle/10603/38934

►

The Private sector banks in India have achieved a higher growth newlinerate compared with Public sector banks over a eight year period 2004 2011 newlineThis… (more)

Subjects/Keywords: Bank Branch attributes; Customer Satisfaction

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6^th Edition):

P, S. (2015). A study on customer retention strategy In public sector banks with reference to Erode district;. (Thesis). Anna University. Retrieved from http://shodhganga.inflibnet.ac.in/handle/10603/38934

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

P, Sundharesalingam. “A study on customer retention strategy In public sector banks with reference to Erode district;.” 2015. Thesis, Anna University. Accessed February 27, 2021. http://shodhganga.inflibnet.ac.in/handle/10603/38934.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

P, Sundharesalingam. “A study on customer retention strategy In public sector banks with reference to Erode district;.” 2015. Web. 27 Feb 2021.

Vancouver:

P S. A study on customer retention strategy In public sector banks with reference to Erode district;. [Internet] [Thesis]. Anna University; 2015. [cited 2021 Feb 27]. Available from: http://shodhganga.inflibnet.ac.in/handle/10603/38934.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

P S. A study on customer retention strategy In public sector banks with reference to Erode district;. [Thesis]. Anna University; 2015. Available from: http://shodhganga.inflibnet.ac.in/handle/10603/38934

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

University of Johannesburg

30. Hoko, Martin. The development of customer perceptions into multi-level regression-based impact measures for the improvement of customer loyalty.

Degree: 2012, University of Johannesburg

URL: http://hdl.handle.net/10210/6208

►

M.B.A.

Straddling the tropic of Capricorn, land-locked Botswana spans a vast 581,730 square kilometres in area. The country shares borders with Namibia to the north… (more)

▼

M.B.A.

Straddling the tropic of Capricorn, land-locked Botswana spans a vast 581,730 square kilometres in area. The country shares borders with Namibia to the north and west, Zambia and Zimbabwe to the north-east, and South Africa to the east and south. The Botswana Central Statistics Office (CSO) estimate a 2001 population of 1,68 million with an annual growth rate of 2.4% (Annual Economic Report, (2003)). The population is concentrated mainly in the fertile eastern and southern one third of the country. The remaining two thirds of the country's land is covered with the thick sands of the Kgalagadi Desert. Rainfall in the country is sporadic and erratic. According to the 2001 National Census the urban population of the country stands at 52.1% with the capital Gaborone accounting for 10.1% of the country's population. Francistown, the second and only other city, accounts for 4.9% of the country's population. The remainder of the urban population is distributed among 14 smaller urban centres. Gaborone accounts for 26.9% of the country's population between the ages of 25 and 54 years (Annual Economic Report, 2003.) 1.1.2. Communication The communication network is fairly sophisticated with 19.4% of the county's roads paved. The telephone network is fully digital, with Internet, e-mail, fax facilities available in all major centres of the country. Telex, data-switching, satellite-link and voice-mail service are also available nationwide. There are two cellular phone service provides and eleven internet service providers (ISPs). There are 27 Batswana to a telephone. (See Table 1: Botswana Social Statistics 2001 Table 1: Botswana Social Statistics: 2001 Life Expectancy 65.2 Population per Physician 3448 Persons per telephone 27 Persons per radio 95 Daily Newspapers 1 Persons per vehicle 21 Paved roads % 19.4 Primary School numbers 330,767 Tertiary education numbers 128,744 Literacy rate % 70 (Source: Annual Economic Report: 2003) 1.1.3. Economic performance Domestic output, as measured by Gross Domestic Product (GDP), is estimated to have grown, in nominal terms from P16.54 billion (SAR 25,47 billion) in 2000/2001 to P16.91 billion (SAR 26,04 billion) in 2001/2002, representing an increase of 2.3%. The increase for the previous year had been 17.2% (Annual Economic Report 2003) A slump in mining, with a growth rate of 3.1% (17.2% the previous year) was the major contributor to the slow growth. Banks, Insurance and Business services also shared significant growth among the non-mining sectors of the economy. (See Table 2: Economic Structure).

Subjects/Keywords: Consumer satisfaction; Customer loyalty

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6^th Edition):

Hoko, M. (2012). The development of customer perceptions into multi-level regression-based impact measures for the improvement of customer loyalty. (Thesis). University of Johannesburg. Retrieved from http://hdl.handle.net/10210/6208

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Hoko, Martin. “The development of customer perceptions into multi-level regression-based impact measures for the improvement of customer loyalty.” 2012. Thesis, University of Johannesburg. Accessed February 27, 2021. http://hdl.handle.net/10210/6208.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Hoko, Martin. “The development of customer perceptions into multi-level regression-based impact measures for the improvement of customer loyalty.” 2012. Web. 27 Feb 2021.

Vancouver:

Hoko M. The development of customer perceptions into multi-level regression-based impact measures for the improvement of customer loyalty. [Internet] [Thesis]. University of Johannesburg; 2012. [cited 2021 Feb 27]. Available from: http://hdl.handle.net/10210/6208.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Hoko M. The development of customer perceptions into multi-level regression-based impact measures for the improvement of customer loyalty. [Thesis]. University of Johannesburg; 2012. Available from: http://hdl.handle.net/10210/6208

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Open Access Theses and Dissertations