Sökning: "Lebo Emori"

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  1. 1. The Role Of Service Quality In Shaping Consumer Behaviour And It's Impact On Customer Base On Businesses

    Magister-uppsats, Blekinge Tekniska Högskola/Sektionen för management

    Författare :Lebo Emori; Seth Ackah; [2010]
    Nyckelord :service; quality; service quality; customer; customer service; banking; SERVQUAL; SERVPERF;

    Sammanfattning : This study aims to investigate the effect of service quality in shaping consumer behavior and the impact on the customer base of businesses from the perspective of retail banking customers in the United Kingdom. The study draws on customer behavior and attitude premised on the SERVQUAL and SERVPERF models originated by Parasuraman et al. LÄS MER