Discussion Paper No. 109 CUSTOMER SATISFACTION: A STUDY OF BANK CUSTOMER RETENTION IN NEW ZEALAND David Cohen1 Christopher Gan2 Hua Hwa Au Yong3 and Esther Choong4 March 2006 1 Commerce Division, PO Box 84, Lincoln University, Canterbury, New Zealand, Tel: 64-3-3252811, Fax: 64-3-325-3847, cohend@lincoln.ac.nz Corresponding Author, Commerce Division, PO Box 84, Lincoln University, Canterbury, New Zealand, Tel: 64-3-325-2811, Fax: 64-3-325-3847, ganc1@lincoln.ac.nz Department of Accounting
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C A S E S T U D Y A high-tech reception system will make life easier for Quality Care's staff, but what about its customers^ The Quality Improvement Customers Didn't Want by Dawn Iacobucci Jack Zadow, the consultant, was persuasive. Wrapping up the hourlong presentation, he still seemed as energized as be bad in tbe first five minutes. "Your biggest competitor, HealtbCare One, has already begun using a computerized reception system in 14 of its 22 facilities," he said, pointing to the
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Research proposal on “RECORD MANAGEMENT PRACTICES IN ICT ENVIRONMENT” Case study: Prime Minister Office – Regional Administration and Local Government TABLE OF CONTENTS CHAPTER ONE 4 1 INTRODUCTION 4 1.1 Overview of business records management in Tanzania 5 1.2 Statement of the Problem 6 1.2.1 Legal requirements: 7 1.2.2 Policy instruments: 8 1.2.3 The current situation 9 1.3 Objectives of the study 10 1.3.1 General objective 10 1.3.2 Specific objectives 11 1.4 Research Questions
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Policies of the University of North Texas Health Science Center 04.301 Acceptable Electronic Communications Use Policy Chapter 04 – Administration Policy Statement. The University of North Texas Health Science Center (UNTHSC) provides various electronic communication resources for the purpose of conducting business in support of UNTHSC’s organizational mission. UNTHSC is the legal owner and operator of all electronic communication resources purchased or leased with UNTHSC funds. All electronic
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common and distressing problem, which may have a profound impact on quality of life. Urinary retention also known as ischuria is a lack of ability to urinate. Urinary retention is characterized by poor urinary stream with intermittent flow, straining, a sense of incomplete voiding and hesitancy causing the bladder to remain full and requires a catheter for drainage. Urinary incontinence and retention are the 2 main reasons why personal urinals are used. The biggest issues dealing with personal
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Main Points, Issues and Ideas of the article In today’s world, the competition is fierce and shareholders demand high return on investment. Thus, there is a need to maximize profitability. Increasing revenues while minimizing costs are ways to boost profits. The article “Managing Customer Value” suggests that customers might be the key to improve profits. Customers are assets to firms; they generate revenues. However, some assets generate more revenues than other. In order to foster maximum
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Chapter 6 6.1- Why are nonfinancial measures alone insufficient for managing relationships with customers? Although nonfinancial measures like customer satisfaction and loyalty scores are highly valuable, the organization must take in consideration the financial measures to improve customer performance. An excessive attention on the nonfinancial measures can lead to deteriorating financial performance. A company is considered successful when is able to create value product for customers, achieve
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CUSTOMERS The One Number You Need to Grow by Frederick F. Reichheld FROM THE DECEMBER 2003 ISSUE T he CEOs in the room knew all about the power of loyalty. They had already transformed their companies into industry leaders, largely by building intensely loyal relationships with customers and employees. Now the chief executives—from Vanguard, Chick-fil-A, State Farm, and a half-dozen other leading companies—had gathered at a daylong forum to swap insights that would help them further enhance their
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Abstract The purpose of this paper is to analysis the case study “Dollar General Uses Integrated Software” The paper will seek to understand various issues concerning the implementation of the system as presented in the case study. It shall discuss the various facts concerning the implementation including the reasons for the needing the system,explaining why the old system created problems for Dollar general.The paper shall consider any alternatives to the software in order to reduce costs. It
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The Quality Improvement Customers Didn’t Want 25/6/16 22:02 SUPPLY CHAIN The Quality Improvement Customers Didn’t Want by Dawn Iacobucci FROM THE JANUARY–FEBRUARY 1996 ISSUE J ack Zadow, the consultant, was persuasive. Wrapping up the hour-long presentation, he still seemed as energized as he had in the first five minutes. “Your biggest competitor, HealthCare One, has already begun using a computerized reception system in 14 of its 22 facilities,” he said, pointing to the overhead
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