factors which make the highest impact on customer retention in terms of Sri Lankan travel agency business operation. 3.4 Research Question & Objectives Research objectives, questions and hypotheses guide decisions related to the type of research design employed (Bryman & Bell, 2011). Research objectives can be described as the steps the researcher takes in order to accomplish the aim of the research (Quinlan, 2011). The primary objective of the study is to identify the degree of disintermediation…
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