Sökning: "Hummam Wasfi"

Hittade 1 uppsats innehållade orden Hummam Wasfi.

  1. 1. The Impact of Complaint Management on Customers Retention : Banking Industry in Sweden and Lebanon

    Magister-uppsats, Högskolan i Gävle/Avdelningen för ekonomi

    Författare :Hummam Wasfi; Olena Kostenko; [2014]
    Nyckelord :Complaint Management; Satisfaction; Loyalty; Retention; Banks; Sweden; Lebanon;

    Sammanfattning : Title: The Impact of Complaint Management on Customer Retention Level: Final assignment for Master Degree in Business Administration Authors: Hummam Wasfi, Olena Kostenko Supervisor: Ehsanul Huda ChowdhuryFiD Date: 2014 – June Aim: The purpose of this study is to examine or inspect the aftermath of effective complaint management structure in relevance to customer’s retention in banking industry. Design/methodology/approach: The framework is structured on the bases of determining the strength of the relationships between the following variables complaint management, customer’s satisfaction and loyalty. LÄS MER