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Table Of Contents

1.1 Introduction and reason for research
1.2.1 Justification of customer satisfaction research
1.2.2 Preliminary analysis
1.2.3 Problem definition
1.2.4 Central questions
1.2.5 Research limitations
1.3 Conceptual research model
1.4 Structure and classification
2.1.1 Academic papers, thesis and dissertations reviewed
2.1.2.1 Effect of customer satisfaction on profitability
2.1.2.2 Consequences of customer satisfaction and Dissatisfaction
2.1.3 Customer loyalty and customer retention
2.1.4 Customer expectations
2.1.5.2 Definitions of perceived value
2.1.5.3 Context-dependent nature of perceived value
2.1.5.4 Multi-dimensional nature of perceived value
2.1.5.5 Consumers' formation of expected value
2.1.5.6 Classification of purchase-related costs and benefits
2.1.5.7 Antecedents of perceived value and purchase intentions
2.1.5.8 Product value and product choice
2.1.5.9 Conclusion perceived value
2.1.6 Corporate brand image
2.2.1.1 Which general characteristics of customer satisfaction can be defined?
3.1 Research strategy and method
3.2 Research objectivity and reliability
3.3 Research data collection
4 Data gathering
5.1.1 The Swedish Customer Satisfaction Barometer (SCSB)
5.1.2 The American Customer Satisfaction Index (ACSI)
5.1.3 The Norwegian Customer Satisfaction Barometer (NCSB)
5.1.4 The European Customer Satisfaction Index (ECSI)
5.2 Comparison of customer satisfaction models
6 Conclusion
7.1 Implement a causal customer satisfaction model
7.2 Standardize multi lingual survey questionnaire
7.3 Secure process ownership and process managers
7.4 Customer satisfaction survey on a monthly base
7.5 Standardize process flow and reporting structures
7.6 Critical success factors and pitfalls
8 Literature list
9.1 Customer Satisfaction Process
9.2.1.1 Image of Rovaha Engineering
9.2.1.2 Customer Expectations of Rovaha Engineering
9.2.1.3 Customer Perceived Product Quality of Rovaha Engineering
9.2.1.4 Customer perceived service quality of Rovaha Engineering
9.2.1.5 Customer perceived value of Rovaha Engineering
9.2.1.6 Customer Satisfaction
9.2.1.7 Customer Loyalty
9.3.3 The Mode
9.3.4 The range
9.3.5 The score per latent variable
9.3.6 The Net Promotor Score
9.3.7 The standard deviation
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Customer Satisfaction

Customer Satisfaction

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Published by SarangPanchal

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Published by: SarangPanchal on Sep 21, 2011
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02/27/2013

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