The main aim of the study was to determine which measurement tool, existing or
adapted, would be able to determine the levels of customer centricity within the sales
channels of a specific organisation, operating in the South African financial industry.
A literary study showed that in order to determine the levels of customer centricity,
customer experience should be measured. Six questionnaires were administered,
namely, EXQ, NPS, CES, Customer satisfaction, Word-of-Mouth and Behavioural
loyalty intention.
The data showed a statistical significance and a positive relationship between all the
constructs within all the questionnaires except with that of CES. / MBA, North-West University, Potchefstroom Campus, 2014
| Identifer | oai:union.ndltd.org:NWUBOLOKA1/oai:dspace.nwu.ac.za:10394/11185 |
| Date | January 2014 |
| Creators | Krüger, Stephanus Paulus |
| Source Sets | North-West University |
| Language | English |
| Detected Language | English |
| Type | Thesis |
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