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5 Analyses

In chapter four I have described how the relevant data is collected and which data is gathered. In it I justify how the data is acquired and the direct relation to customer satisfaction and possible customer satisfaction models. In this chapter I will analyse four national customer satisfaction models against the gathered data in my literature study and answer the central thesis questions as formulated in chapter 1.2.4 section 2;

  • Which are the interdependencies of customer satisfaction models?
  • To what extent do causal customer satisfaction models meet the assessed criteria and antecedents?
  • How can the customer satisfaction be measured