marketing has the tightest relationship with customers, the driving force of business. The relationship is based on consumer’s values and satisfaction, making the aim of marketing to identify needs of customers and provide them successfully. Successful marketing campaign results in gaining loyal, satisfied customers, which makes marketing an art of retention and development. Companies strive to maximize profit, which can be achieved by retaining loyal customers. Oxford Dictionary describes loyalty as
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competitive marketplace, customer satisfaction is tied directly to long- term profitability. Customers whose needs and requirements are not met will take their business elsewhere. If a customer is happy they tend to be loyal, and if loyalty is measured they not only buy more, they will recommend it to others. The best way to find out if your customer is satisfied is to ask them. With there being many measurement tools available, what’s the best way to track and measure customer satisfaction and how does this
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term ‘Satisfaction’ imply to an employee? It implies nothing else than the feeling of either being contended or non-contended on using a product. Employee Satisfaction is a prerequisite for the customer satisfaction. Enhanced employee satisfaction leads to higher level of employee retention. A stable and committed workforce ensures successful knowledge transfer, sharing, and creation --- a key to continuous improvement, innovation, and knowledge-based total customer satisfaction.
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management and how it is used to improve the effectiveness of a company. Quality management has been and is considered to be one of the most important pieces in an organization. There have been many studies done to explore quality management and their relationship with performance. The purpose of these studies were to help managers and organizations implement effective quality management. Although there are contributing factors to quality management no single factor contributes to effective quality management
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DEPARTMENT OF MARKETING STUDIES AND INTERNATIONAL MARKETING University of Chittagong An assignment of MARKETING RESEARCH Course no: 402 Submitted To: Mr.Sagib Kumar Ghosh Assistant professor Department of Marketing Studies and International Marketing University of Chittagong Date of Submission: 08/03/2015 Submitted by Member’s Name | ID | Farah Salsabil Faria | 10304069 | Md. Mehedi
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Customer Satisfaction Surveys & Customer Satisfaction Research | | |Written by Paul Hague and Nick Hague | | | |It seems self evident that companies should try to satisfy their customers. Satisfied customers usually return and buy more, they| |tell other people about their experiences
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competition, as well as retain and grow their customer base. Banks now understand the value of building relationships with their customers and that they need to provide excellent customer service to them as a means of profitability and survival. Understanding the factors behind customer service and its effect on customer loyalty is an important issue for the retail banking industry. This brings up the question “Does customer service influence customer loyalty?” With that question in mind, the following
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When will customers care about service failures that happened to strangers? The role of personal similarity and regulatory focus and its implication on service evaluation Abstract This paper examines an interesting research question: how does a service failure that happen to a stranger customer influence an observing customer's service evaluation? Drawing on the defensive attribution theory and regulatory focus theory, we argue that an observing customer will attribute more (vs. less) blame to
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is a Financial, Accounting, Insurance, and Property Development company. The proponents are conducting the study in order to help the company determine its problems, and provide appropriate solutions in order to improve their quality of service. BACKGROUND OF THE STUDY The proponents of the study have identified that the company has a problem with their customers’ satisfaction, and may still improve on the services that they offer in order to adapt to the changing market demands. There
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CUSTOMER LOYALTY : THE CASE OF MOBILE PHONE USERS IN UNIVERSITI UTARA MALAYSIA Prepared by Meguellati Achour Pn. Nor Pujawati Md. Said Dr. Ali Boerhannueddin Abstract Service quality, switching barriers, and brand image are the major antecedents of customer loyalty, and loyal customers may buy more, accept higher prices and have a positive word-of-mouth effect. Also we know that the cost of selling
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