• Carefully read the attached article and answer the questions:
Chiguvi D. and Guruwo P.T. (2017), Impact of Customer Satisfaction on Customer Loyalty in the Banking Sector, International Journal of Scientific Engineering and Research, Volume 5; Issue 2; February 2017; p 55-63.
• Assignment Questions:
- Identify the key concepts discussed in the article. (1 Mark)
- Clarify the principal theories underlying the research. (1 Mark)
- Compare Theories with hypotheses. Write the principal research hypothesis tested by the authors. Clarify its format. (1.5)
- Consider the following model: (1.5)
Identify the independent variables.
Specify the type of the variable “Customer loyalty”.
Identify at least two relationships highlighted in the model.
- Before collecting data, the authors would have obtained informed consent from participants. Take this survey as an example and explain how you should implement informed-consent procedures.
Sample Solution