Service quality, customer satisfaction and customer loyalty : an SMRT perspective.
Chan, Huah Jer.
Chua, Ai Teng.
Heng, Yih Wei.
Date of Issue2000
College of Business (Nanyang Business School)
An analysis of the relationships between service quality and customer satisfaction, as well as customer satisfaction and customer loyalty, using the Singapore Mass Rapid Transit System (SMRT) as a case study.
Final Year Project (FYP)
Nanyang Technological University