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CUSTOMER SATISFACTION AND CUSTOMER LOYALTY

Kabu Khadka & Soniya Maharjan CUSTOMER SATISFACTION AND CUSTOMER LOYALTY . Case Trivsel St dtj nster (Trivsel siivouspalvelut). Thesis CENTRIA UNIVERSITY OF APPLIED SCIENCES. Business Management November 2017. ABSTRACT. Centria University Date Author of Applied Sciences November 2017 Kabu Khadka & Soniya Maharjan Pietarsaari Degree programme Degree Program in Business Management Name of thesis CUSTOMER SATISFACTION AND CUSTOMER LOYALTY . Instructor Pages Eija Torkinlampi 58+6. Supervisor Sara hman The report emphasized the role and the importance of CUSTOMER SATISFACTION and LOYALTY .

customer satisfaction and customer loyalty are defined and explained based on literature review. In addition, factors influencing customer satisfaction and loyalty, measuring customer satisfaction, importance and approaches are explored. Similarly, in chapter four methods of managing customer relationships are described.

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