Learn More
Keywords: Customer satisfaction Customer loyalty Airline industry Artificial neural networks SERVPERF a b s t r a c t There is a dearth of studies pertaining to the influence of SERVPERF on customer satisfaction and customer loyalty among low cost and full service airlines. Prior studies have measured service quality using the GAP-5 model with SERVQUAL;(More)
This research paper aims to establish a conceptual framework that links the different dimensions of knowledge management, namely knowledge acquisition , knowledge dissemination and knowledge application, with innovation performance, particularly focusing on technological innovation (i. e. product and process innovation). This study seeks to benefit the top(More)
  • 1