The Effects Of Customer Experience And Customer Equity Dimensions In Building Service Loyalty In Private Hospitals Of Bangladesh

• Main Author: Nadia Farhana, Nadia Farhana
• Format: Thesis
• Language: English
• Published: 2017
• Subjects: HD28-70 Management. Industrial Management
• Online Access: http://eprints.usm.my/39165/1/THE_EFFECTS_OF_CUSTOMER_EXPERIENCE_AND_CUSTOMER_EQUITY_DIMENSIONS_IN.pdf; http://eprints.usm.my/39165/
• Institution: Universiti Sains Malaysia

Konsep ‘pengalaman pelanggan’ telah membangun sebagai bidang kajian besar dalam bidang pemasaran. Walaupun tumpuan lebih diberikan kepada penyelidikan berpengalaman sejak penghujung abad ke-20, terdapat kekurangan bukti empirikal ke atas pengalaman pelanggan dan kesannya ke atas persepsi pelanggan dan kelakuan terutama dalam sektor penjagaan kesihatan The concept of ‘customer experience’ has developed as an imperious area of study within the marketing discipline. In spite of increasing attention paid to experience research since the end of the 20th century, there is a dearth of empirical evidence on the customer experience and its consequences on customer perception and behavior especially in the healthcare sector