Formulating direct sales customers' satisfaction strategies : Application of Importance-Performance Analysis (IPA) approach / Rosidah Musa

• Yazar: Musa, Rosidah (Yazar)
• Materyal Türü: Kitap
• Baskı/Yayın Bilgisi: Universiti Teknologi MARA Cawangan Pahang, 2005-06.
• Konular: Article; PeerReviewed
• Online Erişim: Link Metadata

In highly competitive markets, customer satisfaction is a key driver in realising positive outcomes such as customer loyalty, customer retention and, ultimately profitability, thus making its measurement and management crucial. Despite its importance, the attempt to understand what makes customers s...