TY  - THES
U1  - Master Thesis
A1  - Filipenkov, Daniil
T1  - An empirical investigation of the relationships between service quality, membership satisfaction and membership loyalty at “Gesellschaft für technische Kommunikation – tekom Deutschland e.V.”: adjusted SERVQUAL model
N2  - The current master thesis makes an effort to investigate relationships between perceived service quality, membership satisfaction, and membership loyalty at “Gesellschaft für technische Kommunikation – tekom Deutschland e.V.”, applying adjusted SERVQUAL model.  To attain the formulated objectives in scope of the current research, the “Satisfaction – Profit Chain” model is applied, consisting of “Attribute Performance”, represented by SERVQUAL service quality dimensions supposed to serve as antecedent of the second component of the chain “Membership Satisfaction”, and “Membership Loyalty” in order to investigate relations between these three. The findings of the study are supposed to serve as a basis for altering the existing CRM Strategy in order to eliminate current issues within the association, develop strategic marketing capabilities, and create value for members’ attraction and retention.
KW  - SERVQUAL
KW  - Satisfaction
KW  - Technical communication
KW  - Loyalty
KW  - Membership
Y2  - 2020
ER  -