...RESEARCH METHODOLOGY Research methodology is a procedure to examine the progressive level to engender achievement in a precise research activity. Therefore methodology is very significant aspect as it is the method of altering data into information (Bhattacharya, 2009). PURPOSE OF THE STUDY The purpose of the study is descriptive. This research is descriptive because this one is the improve research on preceding research work. DATA COLLECTION The research methodology is also an approach used to untangle the difficulty in this study and to achieve three main objectives. The two means of gathering data accessible in accomplishing this project are Primary Data and Secondary data. The primary data are the info which is gathered largely for the investigation being processed. The term secondary data means the info consumed for the project were primarily projected for some other aims by other investigators (Saunders, Lewis, and Adrian, 2009) (Saunders, et al., 2009). Data collected for research can be either primary data or secondary data. Primary data is collected by the researchers from observations, interviews, case studies, action research, questionnaires, longitudinal studies, life histories and ethnographic research. This study mostly depends on primary data as it is focusing towards the service quality expectation and perception between customer and management of Burger King Colliers Wood (Carman, 1990). On the other hand secondary data is the data which already exists...
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...Influence of Information Technology on Quality Management in Pakistan Abstract Both information technology and quality management are important for the survival and sustainable growth of organization in the current era of competitiveness and both have been studied widely in recent last few years. But there is little well-founded research on relationship of information technology with quality management and how IT effects the different dimensions of Quality management like Top management support, strategic planning process, output quality assurance, important innovation, information and analysis, human resource utilization, customer satisfaction and quality results. This paper explores such linkage between IT and Quality management dimensions and the extent of affects through interview survey of different companies based in Pakistan. Using a pre test questionnaire we selecting the sample of 140 companies for targeted respondent and collect the data through face to face survey. After applying statistical tools on collected data we conclude that information technology influences all dimensions of total quality management and extent of affects increases with increased use of IT in total quality management. Ultimately, extent of IT use in total quality management reflects in shape of improve services quality, improved services productivity and improvement in quality management. Keywords Quality management, Information technology, empirical study, Pakistan, Questionnaires, TQM...
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...on the impact of research and development on customer service and quality http://www.brandextension.org/definition.html http://thinkingbookworm.typepad.com/blog/sample-research-proposals/ 1.0 Introduction Research and development simply refers to the constant improvement of product and services and which enable the business to continuously thrive in terms of its operation. Research and development also leads to innovations intended for these products and services. In generating high impact innovations, it is important that the organization should devise a systematic method of identifying opportunities that provide new value for the consumers (Johnston and Bate, 2003). The changing consumer preference was an opportunity that is exploited through innovation (Paley, 2006). As such, a company must be able to introduce new brand concepts, strengthen design capability and enrich product offering continuously. Improvement of quality is therefore critical in the aspect of innovation as this could highly impact customer satisfaction. Further, innovation also means to tolerate internal processes especially those that will contribute to the growth of the company (Johnson and Scholes, 2002). Customer service is one of these internal processes which purport external audience. For instance, listening to the voice of consumer (VOC) is one critical factor of customer servicing wherein the feedback of the customers are given its deserved value. These feedbacks from the customers are also...
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...INTRODUCTION A. RESEARCH BACKGROUND These days, fashion retailer industry is becoming one of most growing industries around the world, including in Indonesia. Production and price used to be priority of fashion retailers to make sure their profit is increase. These strategies do not work effectively in current since the situation is shifting. Costumers are now more critical. They demand more. Seeing this, fashion retailers cannot risk a big loss by abandoning the satisfaction of customers. Customers now are the key of retailers’ success and failure. Positive customer satisfaction increases customer loyalty that will most likely lead to purchase retention. It also leads to positive word-of-mouth that will invites more customers to the retailers, which also means more profit. Thing will happen in the other way around when it comes to negative customer satisfaction. According to Kotler and Armstrong, there are two ways to gain positive customer satisfaction; they are lowering price and increasing service. At this point, it can be concluded that service quality also takes part in determining the profit of the fashion retailers. Without good service quality, customer can move to competitor easily and spread negative word-of-mouth so that a fashion retailer will lose more customers and also profit. Seeing this situation, it is questioned whether fashion retailers are aware or not to the importance of good service quality in keeping their company run well. It is assumed that...
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...1.0Title THE IMPACT OF TOTAL QUALITY MANAGEMENT (TQM) ON CUSTOMER SATISFACTION AND COMPETITIVE ADVANTAGE The proposed title for this research study is The Impact of Total Quality Management (TQM) to achieve competitive advantage in the Hospitality Sector. The research will give a background of information and literature review on TQM practices and how it enhances customer satisfaction by offering effective customer service. It will present various methodologies and approaches that will be used to achieve the research objectives. Total quality management has been evolving in the hospitality business since quality assurance was introduced in the 1980s (Breiter et al 1995) 2.0. Introduction The hospitality industry is a service based industry as services are produced and consumed in real time and are inherently variable – from customer to customer, from provider to provider and from time to time for the same customer and/or the same provider (John 2003). Total quality management (TQM) in the hospitality industry has risen to amazing levels due to preferences, customer behavior and competition to retain and attract new customers. This has resulted in the demand for quality service thus necessitating the need to implement TQM strategies to have a competitive edge over other players in the industry. Acceptance of TQM strategies in the hospitality industry (Raj Kumar, 2005), with service quality being an important factor for growth and survival is an integral part to achieve success...
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...INVESTIGATION OF CUSTOMER LOYALTY AND RETENTION IN CELLULAR MOBILE COMMUNICATION Anita Seth Kiran Momaya H.M. Gupta Cellular mobile industry has undergone rapid changes as a result of liberalization and globalization. In such a ever changing scenario, expansion and maintaining the loyal customer base seems to be a great challenge for the mobile service providers. As a result of increased competition, customer loyalty and retention have become important goals for mobile service operators. Reacting to the pressures, most of the cellular mobile service providers are trying to attract subscribers by not only reducing their tariff rates but also giving attention to the quality of services delivered. In this context the present paper focuses on the customer loyalty and retention in cellular mobile communication. Literature review was carried out covering the theoretical and empirical work on the subject and exploring the relations with service quality. Exploratory interviews were conducted in order to gain practical insights of the subject. Based on the literature review and findings from the interviews, this paper presents a rich research agenda for further research. 1.0 INTRODUCTION T he forces of liberalization and globalization of telecommunication market have pressurized the companies to maintain their market share by focusing on retaining their current customers. They are being increasingly confronted with challenges to attract their subscribers by providing high quality services...
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...voice function of a telephone, current mobile phones can support many additional services such as SMS for text messaging, email, packet switching for access to the Internet, and MMS for sending and receiving photos and video. The problem of Customer’s switching to other service providers have been the cause of intensive research .Due to the increased competition in the telecommunication industry in Ghana it has become extremely important for the companies to pay attention towards retaining of their customers .This research study particularly investigated the causes of customer switching behaviour. CHAPTER ONE: INTRODUCTION This research is focus on finding out the underlying factors that make the customer to switchover to another service provider in telecom industry in Ghana . The telecommunication industry is one of the most important industries of the world. In order to gain competitive advantage as competition is getting more and more intense, companies are compelled to innovate and do their best for to enhance the customer satisfaction level. As in the telecom industry the customers have multiple choices to select among service providers and actively seek their rights of switching from one telecom service provider to another. In this ferocious competition customers requires better services at reasonable prices, while service providers concentrating on retention of the most profitable customers instead of acquisition. The technology in telecommunication industry is booming...
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...Journal of Scientific & Technology Research Volume 1, Issue 2, March 2012 ISSN 2277-8616 Impact of Customers Satisfaction And Customers Retention on Customer Loyalty Inamullah khan Abstract-The purpose of this study is to examine the importance of future customer’s relationship using customer satisfaction, and customer retention on customer loyalty in telecom industry of Pakistan. Questionnaires were distributed through electronic mail and self administered for data collection and linear regression analysis was used. The results show that customer satisfaction has significant while customer retention has insignificant impact on customer loyalty. The implications of the study are that a company should better manage their relationships with the customers as a competitive policy in mobile telephone marketplace. The weak side of the study is that it is limited to a single industry of mobile telecom industry. Key words: Customer satisfaction, Customer retention, Customer loyalty Jel code: M30 ———————————————————— 1. Introduction Customer loyalty is the focus in the research and It turn into an important concern for management only due to concentrated competition especially in service industry (Bodet, 2008). In emerging business, competition customer loyalty plays very crucial role for achieving the competitive advantages (Lin & Wang, 2006). It is significant important to analyze it in the context of customer retention and customer satisfaction, these two variables are...
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...Abstract The Study of Customer Loyalty Factors in the Mobile Telecommunications Industry in China This article is a study of Chinese telecommunications service customer loyalty factors and the impact of the internal mechanism. The industry empirical study reveals the communications services industry, the impact factors of customer loyalty, and the interaction between these factors mechanism. With the increasingly fierce market competition and increase costs for customers, cultivate and maintain long-term customer loyalty is a business enterprise can be an important factor. On the one hand, enterprises have to get a good income, in addition to the core technology and improving product quality, but customer satisfaction, service quality and Enterprise Image will to some extent affect on customer loyalty, loyal customers are the main profit source. On the other hand, when supply exceeds demand in the market environment, the cost to acquire new customers than to maintain existing customer costs, but the profit contribution of new customers is far less than the original customer. Finally, the loyalty of customers through word of mouth to bring new business customers. Therefore, the development of customer loyalty strategies, research customer needs and maintain long-term two-way interaction with the customer relationship business and academia has been the focus of attention. Customer loyalty in the communications industry, more and more attention, is the communications business...
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...Analyze the impact of customer retention on company profitability (Case Study of Leasing Industry in Sri Lanka –ABC Company) 1 Introduction 1.1 Introduction to the industry ABC is classified as one of the strongest players among the Non Banking Financial Institutions (NBFI’s) in Sri Lanka. The NBFI’s can once again be categorized into two main sectors and they are the Licensed Finance Companies (LFC’s) and the Specialized Leasing Companies (SLC’s) such as ABC. The NBFI sector in Sri Lanka consists of 48 LFC’s and 8 SLC’s as at2014. The total market of the Non Banking Financial institutions in Sri Lanka, it can be interpreted that the portfolio is divided into three major markets and mainly classified as Finance Leasing, Hire Purchase, Secured Loans and Advances. 1.2 Introduction to the Company “ABC Finance Company PLC is one of the most stable and reputed financial institutions in Sri Lanka”. The life time of the company spans over a period of nearly six decades and has served to add value and positively impact the lives of all its stakeholders. ABC Finance Company PLC (herein after referred to as ABC) started operations as a private limited liability company in the hill capital, Kandy in the year 1967. ABC is among the top 35 corporate entities in Sri Lanka consecutively for the last 12 years. As per the annual report of the company for the year 2014/2015, currently ABC employs 1244 employees, has a distribution reach of 87 branches and serves 124,917 customers. The core...
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...Customer’s switching to other service providers have been the cause of intensive research from many years now and have given rise to many theories.Due to the increased competition in the telecommunication industry it has become extremely important for the companies to pay attention towards retaining of the customers.This research study particularly investigated the causes of customer switching behavior.A prolific way to gain the knowledge about the switching behavior of customers is basically to examine the various factors that play imtegral role in switching behavior. This qualitative research study has offered new insights by defining and identifying the customer’s rationale to switch from one service provider to another. The model is estimated using the data set on the number of switching behavior. A total of 100 respondents were surveyed to identify the factors that have a greater effect on the customer satisfaction.The data were analyzed by the Optimal Scaling (Categorical Regression)to test the hypothesis. The model identified that… CHAPTER ONE: INTRODUCTION This research tried to find out the underlying factors that made the customer to switchover to another service provider in telecom industry. The telecommunication industry is one of the most important industries of the world. In order to gain competitive advantage as competition is getting more and more intense, the companies are compelled to innovate and do their best for the customer satisfaction. As in the telecom...
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...Impact of Service Quality on Customer Satisfaction: Evidence from the Restaurant Industry in Pakistan Ubedullah Amjad Ali Shaikh, International Islamic University, Islamabad, Pakistan ABSTRACT The purpose of this study is to contribute to the literature of service quality importance in restaurant industry. The study has been based upon the Servqual technique and Dineserv tool of improving the quality by the service providing organizations. The study is undertaken from the perspective of Pakistani Restaurant Industry and the customers' perceptions vis-à-vis restaurant dining. Two variables of Servqual, i.e. Tangibles and Responsiveness, have been examined to demonstrate the impact of service quality on the industry. The results endorse the importance of enhanced complementary service standards in restaurant industry. Ultimately, the findings provide an insight for the Pakistani restaurant service providing establishments and suggestion have been made for the caretakers of the industry on ways to improve service quality. INTRODUCTION The restaurant industry has evolved over the past few decades from merely a meals providing facility to an augmented combination of service associated features. These features are emphasized to satisfy the complementary needs of its customers. This notion of satisfaction is mainly attributed to the quality of service. Hence a lot of probing has been going on for the past few decades to rationalize and prove a direct relationship between the...
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...a position in the customers‟ mind that whenever they heard the name of Bata, a footwear with high quality comes into their mind. Bata has been serving its customers with wide assortments of products for about five decades and doing it successfully. It is very difficult to identify the customers‟ class of Bata Shoe Company. Bata touches almost every social class possible. Bata meets the footwear demands of the higher class and lower class simultaneously. However to stay closer to the customers, Bata shoe company undertakes an assessment of the customers at a regular interval. Bata desires to fulfill the ever changing customer‟s needs, and to do so the outcome of the customer assessment plays a significant role. Here the similar study undertaken with a permission of Bata Shoe Company to get the feedback from regular customers. The questionnaire is taken from Bata shoe company Bangladesh ltd to conduct the survey among the regular customers. This study is the analysis of customer satisfaction of Bata Shoe Company which will help to analyze the customers‟ level of satisfaction with Bata products and stores. This study will try to compare Bata with other competitors in footwear industry. It will help to get the knowledge of customers‟ overall shopping experience at Bata shoe stores. 1.1 Background of the Study Bata Shoe Company is the market leader in the footwear industry since its operation in Bangladesh. The name Bata achieved such a position in the customers‟ mind that whenever...
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...Background to the study Although service quality in banking has been considered markedly important over the years, the topic has recently been afforded even more attention. (Crosby, 1979). Such interest may be the result of the reduced customer base and decreased market share affecting a portion of the banking industry. (Bowen and Hedges, 1993). The trend of world markets has changed noticeably from agricultural to service markets (Asian Development Outlook, 2007). All of the service businesses are trying their best to improve their service quality in order to make customers satisfied with their services, especially the banking sector. Banks now focus more on the quality standards in order to meet the basic needs and expectations of the customers. Once customer’s requirements are clearly identified and understood, banks are more likely to anticipate and fulfill their customers& needs and want (Juwaheer & Ross, 2003). The more satisfied the customers are, the more likely they are to return or prolong their stay with the company. Organizations are therefore increasingly being more customer-centric and are much interested not just in acquiring new customers, but more importantly, retaining existing customers. This is perhaps because it costs more to attract new customers than to retain existing ones. (Juwaheer & Ross, 2003) were of the view that the average business spends six (6) times more to attract new customers than to retain old customers. Again it is more...
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...IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION: EVIDENCES FROM THE RESTAURANT INDUSTRY IN PAKISTAN MS Candidate Ubedullah Amjad Ali SHAIKH Institute of Business and Technology – Biztek, Karachi, Pakistan Naveed Ur Rehman KHAN Universiti Pendidikan Sultan Idris – UPSI, Perak, Malaysia Email: naveed.r.khan@gmail.com Abstract: The purpose of this study is to contribute to the literature of service quality importance in restaurant industry. The study has been based upon the Servqual technique and Dineserv tool of improving the quality by the service providing organizations. The study is undertaken from the perspective of Pakistani Restaurant Industry and the customers' perceptions vis-à-vis restaurant dining. Two variables of Servqual, i.e. Tangibles and Responsiveness, have been examined to demonstrate the significance of service quality on customer satisfaction. The results endorse the importance of enhanced complementary service standards in restaurant industry. Finally, the findings provide an insight for the Pakistani restaurant service providing establishments and suggestion have been made for the caretakers of the industry on ways to improve service quality. Keywords: marketing; restaurants; servqual; customer satisfaction Introduction The restaurant industry has evolved over the past few decades from merely a meals providing facility to an augmented combination of service associated features. These features are emphasized to satisfy the complementary needs of...
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