About this document
Customer Satisfaction in TQM Analysis by Muhammad Yusufa is a document available to read on EtoBox.
This document summarizes previous research on how product quality and service quality influence customer satisfaction and complaint levels. It reviews literature that found: 1) Product quality positively affects customer satisfaction; 2) Service quality positively affects customer satisfaction; 3) Product quality positively affects complaint levels; 4) Service quality positively affects complaint levels; and 5) Customer satisfaction negatively affects complaint levels. The document aims to build hypotheses
- Author
- Muhammad Yusufa
- Language
- EN