The impact of service delivery process on customer satisfaction and loyalty
The 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 mea...
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| Format: | Thesis |
| Language: | English |
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| Online Access: | http://umt-ir.umt.edu.my:8080/jspui/bitstream/123456789/687/1/HE8.9%20.S8%202001%20Abstract.pdf http://umt-ir.umt.edu.my:8080/jspui/bitstream/123456789/687/2/HE8.9%20.S8%202001.pdf |
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