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  1. 1. An Exploratory Study of Customer Satisfaction Based on ACSI Model : an application to the No.2 bus service in Gävle of Sweden

    Magister-uppsats, Institutionen för teknik och byggd miljö; Ämnesavdelningen för industriell ekonomi

    Författare :chun yang; le xue; [2009]
    Nyckelord :Customer Satisfaction CS ; ACSI model; customer expectation; perceived quality;

    Sammanfattning : This thesis used ACSI model as a theoretical basis, which is a cause-and-effect model, to measure the quality of goods or service that starts from “customer expectations” to “customer satisfaction”. The purpose of this thesis is to find a suitable model for developing the customer satisfaction of No. LÄS MER