The book covers all issues related to consumer expectation, satisfaction/dissatisfaction; repurchase intension and attitude towards complaining/ attributionword of mouth communication behaviour. This model of consumer satifactiondissatisfaction;repurchase intention and complaining behaviour has been developed and tested with the help of Logistic Regression. These models may be used in the prediction of the consumer satisfactiondissatisfaction, repurchase intension and their communication and complaining behaviour. This book is useful to all marketing professionals, researchers, scholars and corporate leaders in the context of Liberalisation process, the concept of customer satisfaction has emerged out of the shadows and is the buzz word in business circle today.
ABOUT THE AUTHOR H.C. Purohit
H.C. Purohit (t. 1967) is a seniorlecturer in the department of Business at V.B.S. Purvanchal University, Jaunpur (U.P.). He is teaching Post Graduate classes of MBE Programme. He is Co-ordinator of Training and Placement Cell and Principal Investigator of a UGC Research Project. Before joining this University he has been lecturer in SRT Campur of HNB Garhwal University and at MPG College, Mussoorie. He had his doctorial training under the supervision of Prof. Alok Sakalani; a renowned Management Guru. He is actively engaged in research and study of Marketing Management; Rural Marketing; Consumer Behaviour and Marketing Research papaers in the researc journal of national and international repute. He is associated with several learned bodies.
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