The impact of service delivery process on customer satisfaction and loyalty

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dc.contributor.authorSumaiah Muhamad
dc.date.accessioned2011-03-06T02:49:25Z
dc.date.available2011-03-06T02:49:25Z
dc.date.issued2001-01
dc.description.abstractThe purpose of this research is to investigate the service processes, customer satisfaction and loyalty in the bus express industry. Five components of the service processes (experience before travel, during travel, after travel, terminal facilities and bus operations) are assessed as a service measurement within the express bus industry This study also examines the relationship between service processes and customer satisfaction and the relationship between customer satisfaction and customer loyalty The study also focuses on the demographic characteristics, travel behaviour and the purpose of travel by respondents using the express coach transportation.en_US
dc.identifier.urihttp://hdl.handle.net/123456789/687
dc.language.isoenen_US
dc.publisherFakulti Pengurusan Ekonomien_US
dc.subjectHE 8.9 .S8 2001en_US
dc.subjectSumaiah Muhamaden_US
dc.subjectThe impact of service delivery process on customer satisfaction and loyaltyen_US
dc.subjecta research in the bus transportation industryen_US
dc.subjectTransportationen_US
dc.titleThe impact of service delivery process on customer satisfaction and loyaltyen_US
dc.title.alternativea research in the bus transportation industryen_US
dc.typeThesisen_US
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