| Title |
Paslaugų organizacijos darbuotojų elgsenos poveikis klientų suvokiamai paslaugų kokybei, pasitenkinimui ir lojalumui: e. paslaugų atvejis / |
| Translation of Title |
Impact of service organization employee behavior on customer-perceived service quality, satisfaction and loyalty: an e-service case. |
| Authors |
Tunaitytė, Dėja |
| Full Text |
|
| Pages |
171 |
| Keywords [eng] |
service organization employee behavior ; customer-perceived service quality ; satisfaction ; loyalty |
| Abstract [eng] |
This final Master's thesis analyzes the relationships between service organization employee behavior, customer-perceived service quality, satisfaction and loyalty. The research revealed that the service organization employee behavior demonstrating friendliness, knowledge, experience and competence as well as confidence has a statistically significant positive effect on customer-perceived service quality, assessed through 5 dimensions, customer satisfaction, attitudinal and behavioral loyalty in the case of e-services. |
| Dissertation Institution |
Kauno technologijos universitetas. |
| Type |
Master thesis |
| Language |
Lithuanian |
| Publication date |
2020 |
