4 Data gathering

In chapter three I have captured the empirical research structure by its type, strategy and method, objectivity and reliability, data collection, data processing, and research assessment. In this chapter I will describe how the relevant data is collected, which data is gathered, and justify among who the data is acquired with a direct relation to internal document, customer satisfaction.

4.1 Document analyses

I have studied and examined academic papers, thesis and dissertations regarding relevant customer satisfaction and customer satisfaction modelling. All documents where public available. For more information see download library.

Studied and examined documents: