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Essay Details:
Essay text:
The researchers found that most of the customer satisfaction or dissatisfaction (CS/D) research prior to their paper focused on consumer goods and services. The research covers sixteen hypotheses has to show how positive or negative customer satisfaction affects marketing and business.
Hypotheses
The following is the list of the sixteen hypotheses that were set to be proven or disproved:
H1: Disconfirmation will be positively related to and have the strongest direct effect on customer satisfaction
H2: Perceived performance will have a positive direct effect on satisfaction, but its influence will be secondary to that of disconfirmation...
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