Assessing the impact of Core Banking and service quality on Customer Satisfaction in Commercial Bank of Ethiopia (A case of Bishofftu Branch) By: Endalkachew Abebe A research project submitted in partial fulfillment of the requirement for masters of business administration degree in marketing Management June 2013 Hawassa, Ethiopia 1 Hawassa University College of Business and Economics School of Management and Accounting Assessing the impact of Core Banking and service quality on Customer Satisfaction
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Customer Satisfaction Survey for a Modern Greek Bank and Relationships Between Customer Satisfaction, Customer Loyalty, Complaints Handling and Recommendation. Spyridon G. Aliferis, University of Paisley Business School, Scotland, UK (June 2006) Dr. Panagiotis Kyriazopoulos ABSTRACT The main subject of this survey is to measure and understand the elements of customer satisfaction and its impact to business growth and future. One of the aims of this survey is to confirm
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of North America sales and services shows the industry of elevators is very competitive and stable with steady demand and high profitability that attracts new entrants. Use of similar technology in all the elevators led to increase in many small companies devoted purely for service. The competitive edge exists in acquiring the long-term service contracts, as elevator sales market was very competitive with marginal profits. Thus the focus was mainly on targeting the service industry. 2. Differentiating
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Total Quality Management Vol. 23, No. 11, November 2012, 1227–1239 Which HRM practices contribute to service culture? Akiko Ueno∗ ,† Royal Docks Business School, University of East London, Docklands Campus, 4-6 University Way, London, E16 2RD, UK It is known that Human Resources Management (HRM) can help to develop service culture, which will in turn improve service quality. The purpose of this article is to determine the relative importance of six HRM practices in terms of their impact on culture
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Science of Customer Satisfaction The American Customer Satisfaction Index uses customer interviews as input to a multi-equation econometric model developed at the University of Michigan's Ross School of Business. The ACSI model is a cause-and-effect model with indices for drivers of satisfaction on the left side (customer expectations, perceived quality, and perceived value), satisfaction (ACSI) in the center, and outcomes of satisfaction on the right side (customer complaints and customer loyalty
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because it directly and significantly impacts nearly all of the critical determinants for success. Customers demand greater product variety and are quick to shift to new, innovative, full-featured products. In addition, customers make purchase decisions based on a growing list of factors that are affected by product design. Previously, customers made purchase decisions based primarily on product price and/or quality. While these factors are still important, customers are adding other dimensions such as
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TABLE OF CONTENTS 2. Literature Review 2 2.1. An Overview of Mobile Telecom 2 2.1.1. Mobile Telecom market definition 2 2.1.2. Telecom in Vietnam 2 2.2. Consumer Choice 3 2.3. Variables of Customer Choice 3 2.3.1. Call quality 3 2.3.2. Price structure 4 2.3.3. Convenience 5 2.3.4. Sales promotion 6 2.3.5. Advertising 7 2.3.6. Reliability 8 2.4. Theoretical Research Model 8 2.5. Hypothesis 8 2. Literature Review This chapter presents the literature review. It divided into
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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
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regarding a brand, product, organization, or service; whereas electronic word-of-mouth (eWOM), includes online reviews, online recommendations or online opinions. The main differences between WOM and eWOM can be identified in the reach of the reviews’ impact in number of people who can be influenced and the speed of interaction. EWOM is better due to its speed, convenience, one-to-many reach, and its absence of face to face human pressure. For instance, customer chooses hotel not only based on the location
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Customer satisfaction is an essential indicator of an organization's past, present, and future performance and as such, has long been a critical focus among marketing scholars and practitioners (Oliver, 1999). Understanding customer satisfaction has become vital to marketers since it often serves as a key driver of repeat purchase behavior (Wells and Prensky, 1996). It is evident that higher customer satisfaction results in higher than normal market share growth, the ability to charge a higher price
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