Browsing by Author "Monteiro, Carlos"
Now showing 1 - 1 of 1
Results Per Page
Sort Options
- A multivariate analysis of the relative impact of performance and relationship attributes on customer satisfactionPublication . Teixeira, Helena; Monteiro, Carlos; Olveira, JoãoThis paper discusses an approach able to simultaneously compare the importance of performance and relationship marketing variables in building satisfaction among frequent customers. Multivariate statistical techniques are used – factor analysis and multiple regression analysis – to model the satisfaction of frequent customers of a group of hotels in the north of Portugal. The conclusion is that the relationship marketing policies are not strong determinants as regards the overall satisfaction of this kind of customers.