Search for dissertations about: "thesis on customer satisfaction model"

Showing result 1 - 5 of 26 swedish dissertations containing the words thesis on customer satisfaction model.

2. 1. A mobile bank application loyalty model : The young bank customer perspective

   Author : Mustafa Nourallah; Peter Öhman; Pejvak Oghazi; Mittuniversitetet; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; loyalty antecedents; usability; service quality; customer satisfaction; loyalty; consequences of loyalty; young bank customers; mobile bank applications; Sweden.;

   Abstract : This thesis investigates young bank customer (YBC) perceptions of loyalty in the context of mobile bank applications (MBAs), including loyalty antecedents and the consequences of loyalty. A first study investigates the relationships between cognitive, affective, and conative antecedents, on one hand, and loyalty, on the other. READ MORE

4. 2. From Customer Satisfaction to Citizen Interaction : a cooperation model for community development based on Total Quality Management

   Author : Maria Fredriksson; Bengt Klefsjö; Lars Carlsson; Johnny Lindström; Luleå tekniska universitet; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; TEKNIK OCH TEKNOLOGIER; ENGINEERING AND TECHNOLOGY; Kvalitetsteknik;

   Abstract : Current problems with unemployment and the consequences of cut-down in the public sector need appropriate solutions, where private citizens perhaps take on more active roles than today, individually or in groups. The aim with this doctoral thesis is to contribute to one such solution, which is a cooperation model for societal development in local communities, based on Total Quality Management (TQM) and on the participation of many residents. READ MORE

5. 3. Real Estate Development : A Customer Perspective

   Author : Berndt Lundgren; Stellan Lundström; Kurt Psilander; magnus Söderlund; KTH; []
   Keywords : SAMHÄLLSVETENSKAP; SOCIAL SCIENCES; Residential development; customer satisfaction; means end chain theory; laddering; structural equation models; Business and economics; Ekonomi;

   Abstract : This doctoral thesis ‘Real Estate Development: a Customer Perspective’, mainly concerns questions that are related to why consumers make a choice and what they are looking for. The first part of this thesis is the result of the research project ‘Models for the Construction Sector’ (MoPo) and the second part is the result of a collaborative project between KTH Royal Institute of Technology, the Construction Sector Innovation Centre (BIC), five private companies[1] and four municipalities in Stockholm County. READ MORE

6. 4. Customer value in commercial experiences : Expecting the unexpected

   Author : Maria Eriksson; Håkan Wiklund; Ingela Bäckström; Pernilla Ingelsson; Su Mi Park-Dahlgaard; Mittuniversitetet; []
   Keywords : TEKNIK OCH TEKNOLOGIER; ENGINEERING AND TECHNOLOGY; Commercial Experience; Customer Value; Hedonic Value; Quality; Experiential quality; TQM; Kano model; Attractive Quality; Co-creation; Storytelling; Strong Engagement; Kommersiell upplevelse; Kundvärde; Njutnings- upplevelseinriktat värde; Kvalitet; Upplevelsekvalitet; TQM; Kano-modellen; Attraktiv kvalitet; Samskapa; Storytelling och Starkt engagemang;

   Abstract : To an ever greater extent, customers desire experiences that are highly emotional, personally designed and memorable. Today’s customer has an increasing need to be entertained and often searches for pleasurable offerings of hedonic value. READ MORE

7. 5. Drivers of customers' service experiences : a customer perspective on co-creation of restaurant services, focusing on interactions, processes and activities

   Author : Ute Walter; Åsa Öström; Bo Edvardsson; Tore Strandvik; Örebro universitet; []
   Keywords : customer service experience; experience driver; dynamic; restaurant; co-creation; critical incident technique; phone encounters; experience room; servicescape; social interaction; SOCIAL SCIENCES; SAMHÄLLSVETENSKAP; Culinary Arts and Meal Science; Måltidskunskap; Måltidskunskap; Culinary Arts and Meal Science;

   Abstract : It is essential for service companies to understand how their customer service experiences are formed. This is especially important since service experiences are highly subjective and involve customers cognitively, emotionally and behaviorally. READ MORE