inspired, supported and encouraged me to overcome the numerous challenges of this study. ACKNOWLEDEGEMENT I wish to acknowledge the professional guidance and support of Dr. Katuse throughout this work. I am also grateful to Mr Charles Muhia who spent much of his time discussing the work and giving valuable guidance and suggestions. I am also grateful to my colleagues who provided valuable information to enable this study to be success. TABLE OF CONTENTS DECLARATION i DEDICATION ii ACKNOWLEDEGEMENT
Words: 11702 - Pages: 47
Customer loyalty and the effect of switching costs as a moderator variable A case in the Turkish mobile phone market Serkan Aydin and Go¨khan O ¨ zer School of Business Administration, Gebze Institute of Technology, Gebze, Turkey, and O ¨ mer Arasil Telecommunications Authority, Ankara, Turkey Abstract Purpose – In the GSM mobile telephony sector, the main condition for protecting the subscriber base is to win customer loyalty, a key necessity for the maintenance of a brand’s life in
Words: 7581 - Pages: 31
The Effect Of Customer Relationship Management (CRM) On Customer Satisfaction In Banking Sector by Abdelmenam Ahmed Deghady Supervisor : Dr. Ashraf Labib Table of Content CHAPTER 1 : INTRODUCTION................................................................................................3 1.1 Introduction..........................................................................................................................................................4 1.2 Research Problem..
Words: 6297 - Pages: 26
Management and Business Research Volume 12 Issue 21 Version 1.0 Year 2012 Type: Double Blind Peer Reviewed International Research Journal Publisher: Global Journals Inc. (USA) Online ISSN: 2249-4588 & Print ISSN: 0975-5853 A Study on Customer Preference and Satisfaction towards Restaurant in Dehradun City By Neha Joshi Abstract - India is in the midst of the restaurant revolution. The revenues hotel and restaurant industry in yr.2006-2007 increase of nearly 22 %...The eating habits of people
Words: 4606 - Pages: 19
INTERNSHIP REPORT ON Measuring customer satisfaction by using SERVQUAL Dimensions in Dutch-Bangla Bank Limited INTERNSHIP REPORT ON Measuring customer satisfaction by using SERVQUAL Dimensions in Dutch-Bangla Bank Limited Submitted To: Madam Usmita Afrose Associate Professor Department of Marketing University Of Dhaka Submitted By: Kaniz Fatema Roll: 82 Batch: 15th Department
Words: 13993 - Pages: 56
Research Question 5 8. 1.4 Research objectives 6 9. 1.5 Significance of study 6 10. 1.6 Scope of study 7 11. 1.7 Dissertation Outline 8 12. 2.1 Introduction 8 13. 2.2 Defining topic 9 14. 2.3 Defining element in the framework 15. 2.3.1 Customer satisfaction 12 16. 2.3.2 Customer loyalty 14 17. 2.3.3 Customer perception 15 18. 2.3.4 Switching cost 16 19. 2.4 Theories
Words: 9563 - Pages: 39
The Influence of service delivery to customer satisfaction and loyalty at sand dunes chalao Beach Resort in Thailand. 1 Chapter one 1.1Introduction. Tourism and hospitality industry is one of the largest industry in the world. It contributes 11% of the total world gross product. The driving forces of the industry include public relations and integration of proper marketing strategy. Public relations refers to the ability of an organization
Words: 2803 - Pages: 12
Which Elements are Important to Customers in Fast Food Restaurants: Food quality, Time, and Price. Introduction A phenomenon anyone can easily observe is that people eat more meals outside their home than before(Kara, Kaynak, & Kucukemiroglu, 1997), and fast-food has increasingly become popular over the past decades (Pereira et al., 2005). When people are short of time, sick and tired of preparing for meals at home, or hatred to waiting, they willingly go out and eat meals. According to
Words: 5106 - Pages: 21
between Service Quality and Customer Satisfaction In the case of CCG (Customer Centric Group) CO Ali Dehghan Luleå University of Technology Master Thesis, Continuation Courses Marketing and e-commerce Department of Business Administration and Social Sciences Division of Industrial marketing and e-commerce 2006:56 - ISSN: 1653-0187 - ISRN: LTU-PB-EX--06/56--SE Relationship between service quality and customer satisfaction: In the case of CCG( Customer Centric Group) CO Supervisors:
Words: 26711 - Pages: 107
Introduction Apex Footwear Limited is one of the renowned brands in the footwear industry of Bangladesh. The name Apex achieved such a position in the customers’ mind that whenever they heard the name of Apex, a footwear with high quality comes into their mind. Apex Footwear Limited has sought to adeptly make use of that expertise to provide high quality, fashionable footwear to the Bangladeshi consumers. With over 143 own retail outlets and 275 authorized resellers, Apex Footwear Limited ensures
Words: 1658 - Pages: 7
