Service quality importance-performance analysis as a strategic tool for management : the exploration of key customer satisfaction drivers in a South African electricity utility
This research was initiated due to declining customer satisfaction indices in the Southern region of Eskom, an electricity utility in South Africa. Given the link between customer satisfaction and purchase intentions, the sustainability of the business is at stake. The validity of the current MaxiCa...
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| Format: | Others |
| Language: | English |
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Rhodes University
2004
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| Online Access: | http://hdl.handle.net/10962/d1006972 |