List of figures

• Figure 1 Quality improvement communication model – derived from EFQM.
• Figure 2 Conceptual research model
• Figure 3 Rovaha brand equity model (RBE model)
• Figure 4 research paper model
• Figure 5 Factors that affect customer satisfaction
• Figure 6 Performance measures reflecting long-term profitability
• Figure 7 Intrinsic, exchange, use and utilitarian value
• Figure 8 Customer value hierarchy model (woodruff 1997)
• Figure 9 Base model of channel purchase intentions
• Figure 10 Importance of brand functions in B2B versus B2C
• Figure 11Clasification of customer satisfaction criteria
• Figure 12 Intervention cycle
• Figure 13. Research strategy and method.
• Figure 14 The original Swedish Customer Satisfaction Barometer model
• Figure 15 The American Customer Satisfaction Index model
• Figure 16 The Norwegian Customer Satisfaction barometer model
• Figure 17 The European Customer Satisfaction Index model
• Figure 18 Recommended SCI model – ECSI / EPSI model
• Figure 19 European coverage EPSI