Service quality, customer satisfaction and customer loyalty : an SMRT perspective.

• المؤلفون الرئيسيون: Chan, Huah Jer., Chua, Ai Teng., Heng, Yih Wei.
• مؤلفون آخرون: Nanyang Business School
• التنسيق: Final Year Project
• منشور في: 2008
• الموضوعات: DRNTU::Business::Marketing::Customer services
• الوصول للمادة أونلاين: http://hdl.handle.net/10356/9883
• المؤسسة: Nanyang Technological University

An analysis of the relationships between service quality and customer satisfaction, as well as customer satisfaction and customer loyalty, using the Singapore Mass Rapid Transit System (SMRT) as a case study.