Customer is the kingpin for the development of trade, industry and services sector particularly in financial services. So, the significance of customer services in the banking sector came to force to compete in a market driven environment. Banks these days provide a variety of services ranging from opening a savings account to internet banking, granting loans to selling insurance, providing locker facilities to transferring money abroad. Their customers come from all classes of society from a salaried
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impact of corporate image and reputation on service quality, customer satisfaction and customer loyalty: testing the mediating role. Case analysis in an international service company Eman Mohamed Abd-El-Salam, Ayman Yehia Shawky and Tawfik El-Nahas Arab Academy for Science and Technology and Maritime Transport, College of Management and Technology, Alexandria, Egypt Keywords Corporate image, Service quality, Customer satisfaction, Customer loyalty, Egypt. Abstract The purpose of this paper is
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Service quality; Service features; and Customer complaint handling as the major determinants of customer satisfaction in Banking sector: A Case study of National Bank of Pakistan Ishfaq Ahmed1, Shafiq Gul2, Umer Hayat3, Mohammad Qasim44 Introduction Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced
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http://www.tandfonline.com/loi/whmm20 Service Orientation, Service Quality, Customer Satisfaction, and Customer Loyalty: Testing a Structural Model Hyun Jeong Kim a a School of Hospitality Business Management, Washington State University, Pullman, Washington, USA Published online: 30 Jun 2011. To cite this article: Hyun Jeong Kim (2011): Service Orientation, Service Quality, Customer Satisfaction, and Customer Loyalty: Testing a Structural Model, Journal of Hospitality Marketing & Management
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the market share of Aktel is now decreasing at a great extent as the customer loyalty level is decreasing. As the socioeconomic status of the country does not provide further possibilities to enhance the growth of the industry, as a market follower, Aktel should strive to retain its existing subscribers and penetrate other operator’s subscriber. Therefore, there is an emergence of studying the related facets of the customer loyalty in the context of Bangladesh GSM telecommunication system for
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traditional customers , new MFIs have continued to be created in microfinance industry, the microfinance clientele is becoming more sophisticated concerning the quality of service they require or expect”( Daubert 2002) . These factors may negatively affect the MFIs. In fact, the microfinance industry is losing customers because of both the aggressive competition and MFIs’ weakness to satisfy their clients (Urguizo 2006). This simple description shows why MFIs are concerned about customer satisfaction
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Omega 32 (2004) 77 – 83 www.elsevier.com/locate/dsw Impact of process change on customer perception of waiting time: a ÿeld study Wenhong Luo∗ , Matthew J. Liberatore, Robert L. Nydick, Q B. Chung, Elliot Sloane Department of Decision and Information Technologies, College of Commerce and Finance, Villanova University, Villanova, PA 19085, USA Received 7 February 2002; accepted 26 September 2003 Abstract Studies in process change have focused on the improvement of operational performance measures
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theoretical base of this study is defined as the evaluations of how the perceived value affects the customer satisfaction with brand pages, loyalty and final outcome related to the positive word of mouth. Khan (2010) indicates that the relational dimensions of customer perceived value were neglecting the physical product. It is dynamic and important in relationships with the value creation. The hypotheses will show in this chapter and research model in figure 1. Customer perceived value is suggested
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innovative and eye-catching products to attract customers. The companies with large consumer base are striving to reduce their switching costs. However the main concerns of the cellular service providers is to retain the existing customers. This research is designed to find out the determinants of consumer retention in cellular industry of Pakistan. This is an exploratory study based on primary data which was collected from University students of Pakistan. The study found user friendliness, price reasonability
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CHAPTER IV Introduction Overview The previous chapter presents the theoretical framework for the research study as well as the research design and methodology employed in carrying out the study. The respective research questions and hypotheses were outlined. Reviews of the instrument development and screening procedure employed in developing the construct were outlined. The sample plan and data collection methods were presented and the planned hypotheses tests were provided. Purpose The purpose
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