Download or read book Effects of Perceived Service Quality on Customer Loyalty and Repurchase Intentions The Mediating Role of Customer Satisfaction written by Shahrukh Salman and published by Anchor Academic Publishing. This book was released on 2017-09-19 with total page 57 pages. Available in PDF, EPUB and Kindle. Book excerpt: The primary objective of this study is to gauge the effect of perceived service quality on customer loyalty and repurchase intentions through customer satisfaction in Lahore, Pakistan. Therefore, the significance of customer satisfaction for customer loyalty and repurchase intentions is explained. Customer satisfactions play a mediating role between perceived service qualities, customer loyalty and repurchase intentions. The population of the research is constituted of the potential customers of Lahore and the sample size amounts to 230.
Download or read book The Effect of Service Quality on Customer Satisfaction and Loyalty written by Eric Boadi-Afoakwa and published by . This book was released on 2018 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Managing Service Quality written by Paul Kunst and published by . This book was released on 1995 with total page 204 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book The Impact of Service Quality on Consumer Loyalty written by Dr. David Ackah and published by GRIN Verlag. This book was released on 2014-11-10 with total page 38 pages. Available in PDF, EPUB and Kindle. Book excerpt: Research Paper (postgraduate) from the year 2013 in the subject Economics - International Economic Relations, grade: A, ( Atlantic International University ) (School of Business and Economics), language: English, abstract: The study explores the relationship between service quality and customer satisfaction on customer loyalty with regards to services provided by All Needs Supermarket, located in Takoradi. To achieve the objective of the study, quantitative method was used for the statistical analysis and convenience sampling for selecting customers. The researcher used the self-administered questionnaire as a method for collecting data from the sample consists of 101customers randomly selected from the population frame. The results show that both service quality and customer satisfaction significantly affect the level of customer loyalty of the customers of All needs supermarket, Takoradi. It was therefore, recommended that staff of All needs supermarket should pay special attention to their service quality and the factors that drive customer satisfaction.
Download or read book Causal Analysis written by Lawrence R. James and published by SAGE Publications, Incorporated. This book was released on 1982-10 with total page 184 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book focuses specifically on confirmatory analysis - a quantitative technique used to illuminate causal relationships among organizational phenomena. The authors outline the conditions that must be met if causal inferences are to be drawn from nonexperimental data, and offer new tests for determining whether data meet those conditions. While analytic models and techniques of confirmatory analysis are stressed here, the authors also emphasize the importance of strong, well-developed theory as a prerequisite to the appropriate application of these powerful (but easily misused) tools.
Download or read book Principles of Marketing An Asian Perspective written by Philip Kotler and published by Pearson Higher Ed. This book was released on 2017-05-03 with total page 774 pages. Available in PDF, EPUB and Kindle. Book excerpt: For Principles of Marketing courses that require a comprehensive text. Help students learn how to create value through customer connections and engagement In a fast-changing, increasingly digital and social marketplace, it’s more vital than ever for marketers to develop meaningful connections with their customers. The Principles of Marketing, An Asian Perspective provides an authoritative, comprehensive, innovative, managerial, and practical introduction to the fascinating world of marketing in and from Asia. It helps students master today’s key marketing challenge: to create vibrant, interactive communities of consumers in Asia who make products and brands an integral part of their daily lives. To help students in Asia understand how to create value and build customer relationships, the Asian Perspective presents fundamental marketing information within an innovative customer-value framework. This textbook makes learning about and teaching Asian marketing easier and more exciting for both students and instructors by providing a variety of vignettes, up-to-date corporate examples, and relevant case studies. The full text downloaded to your computer With eBooks you can: search for key concepts, words and phrases make highlights and notes as you study share your notes with friends eBooks are downloaded to your computer and accessible either offline through the Bookshelf (available as a free download), available online and also via the iPad and Android apps. Upon purchase, you'll gain instant access to this eBook. Time limit The eBooks products do not have an expiry date. You will continue to access your digital ebook products whilst you have your Bookshelf installed.
Download or read book The Effect of Service Quality on Customer Satisfaction and Customer Loyalty written by Wageeh A. Nafei and published by . This book was released on 2019 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Purpose: The purpose of this study is to examine the moderating significant role of Customer Satisfaction (CS) on the relationship between Service Quality (SQ) and Customer Loyalty (CL). Research Design/Methodology: To assess positive SQ, refer to (SQ Questionnaire, Cronin & Taylor,1992), CS (CS Questionnaire, Athanassopoulos, et al, 2001) and CL (CL Questionnaire, Parasuraman, 1996). The data of the study was collected from 315 employees at Teaching hospitals in Egypt. Out of the 357 questionnaires that were distributed to employees at Teaching hospitals in Egypt, 315 usable questionnaires were returned, a response rate of 88%. Multiple Regression Analysis (MRA) was used to confirm the research hypotheses. Findings: Results of the study show that there are high positive correlation between SQ, CS and CL at Teaching hospitals in Egypt. SQ significantly influenced CS and CL. The finding reveals that SQ affects CL through CS. Therefore, this study has been specifically conducted to look into this phenomenon and seek empirical justification in this regard by considering SQ as the main contributory factor towards CS and CL. Practical implications: Learning the relationships between SQ, CS and CL, retailers can effectively allocate their resources and develop a rational plan to improve their SQ under specific business circumstances. In addition, by the referring of loyal customers, Teaching hospitals can attract more customers. Managers are advised to satisfy and better manage their relationships through quality product and service offerings to their customers as a competitive policy in the marketplace. Teaching hospitals are required to offer products/services that meet or surpass consumers' expectation. The study also reveals interesting implications in SQ, CS and CL, useful to both academics and practitioners. Managers will find this research helpful in better understanding these variables and their roles on their companies' performance. Originality/value: This research dealt with SQ in terms of its concept and dimensions, in addition to dealing with the significant role of CS in the relationship between SQ and CL at Teaching hospitals in Egypt.
Download or read book Supply Chain Management written by William C. Copacino and published by Routledge. This book was released on 2019-08-13 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: From one of the world's leading consultants, authors and practitioners in the area of supply chain management comes the most extensive coverage of the subject to date. Bringing more than 18 years of experience in logistics, manufacturing, purchasing, customer service, and supply chain management in a wide variety of industries, William Copacino offers his unique insight and recommendations in Supply Chain Management. This important book provides an overview of all areas of supply chain management in a concise yet informative style. Any busy executive or manager looking to deepen his or her understanding of supply chain management will find this efficient reading. Ideal for manufacturers, service companies, suppliers, distributors and retailers in consumer product, electronic, automotive, pharmaceutical and medical product industries. Provides strategies, tools and techniques for both executives and managers in production, purchasing, inventory control, customer service, distribution and accounting. Academicians will find it fits the growing needs of students studying business and especially production/operations management.
Download or read book The Service Profit Chain written by James L. Heskett and published by Simon and Schuster. This book was released on 1997-04-10 with total page 345 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.
Download or read book An Applied Service Marketing Theory written by Christian Grönroos and published by . This book was released on 1980 with total page 38 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Service Quality written by Roland T. Rust and published by SAGE. This book was released on 1994 with total page 201 pages. Available in PDF, EPUB and Kindle. Book excerpt: The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.
Download or read book Customer Satisfaction written by Nigel Hill and published by The Leadership Factor. This book was released on 2007 with total page 322 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book does a tremendous job of bringing to life customer satisfaction and its significance to modern businesses. The numerous examples contained within the book's pages have proved a fresh and continuous source of inspiration and expertise as I work with my organisation in helping them understand why we should do what matters most to our customers and the lasting effect such actions will have on both our customer loyalty and retention. The authors are to be commended.
Download or read book Impact of Service Quality on Customer Satisfaction and Customer Loyalty written by Saad Mateen Ahmed and published by . This book was released on 2016 with total page 478 pages. Available in PDF, EPUB and Kindle. Book excerpt: In today’s intensive competitive world, capability of high-quality service is maintained by firms as a source of competitive advantage which is sustainable. Well satisfied customers are attained by firms which could provide higher quality services, which in turn results in loyal customers. For that matter, the satisfaction of customers has become the pivotal study of service marketing and operations management. Service firms such as banking services, including Islamic banking service, are vital to the economy of any country, as this sector contributes increased portion to its Gross Domestic Product (GDP) and higher employment rate. The survival, profitability and competitive advantage of the bank in today’s environment, lie on the bank’s ability to offer excellent service quality. Therefore ways to provide high quality products and services to satisfy existing and potential customers to make them remain loyal is utmost important. In spite of the increasing numbers of Islamic Banks in the Bahraini banking industry, very little empirical investigation has been carried out in understanding the impact of service quality that lead to customer satisfaction and customer loyalty. The current study thus endeavours to close the gap in the literature by focusing on the impact of service quality on customer satisfaction and customer loyalty in the Islamic banking sector of Bahrain. The present study has used SERVPERF model of service quality proposed by Cronin and Taylor (1992). Quantitative method was used for the current research. A well-structured questionnaire was personally administered by the researcher to obtain what will be the primary data for this research. A 7 point Likert scale has been used with “1” being strongly disagreed and “7” being strongly agreed. The study has used statistical software SPSS 20 to organize, classify and analyse all the data collected. The results indicated that the effect of Service Quality (SQ) on Customer Satisfaction (CS) and also the effect of Customer Satisfaction (CS) to Customer Loyalty (CL) were statistically significant supporting Hypothesis (H1) and Hypothesis (H3). Meanwhile, Service Quality (SQ) had not any significant effect on Customer Loyalty (CL) rejecting Hypothesis (H2). Furthermore, the results showed that Customer Satisfaction (CS) fully mediates the relationship between Service Quality (SQ) and Customer Loyalty (CL) which supported the hypothesis (H4). From the moderation analysis, it was found that neither Gender nor Educational level of respondents could moderate the relationship between Service Quality (SQ) and Customer Satisfaction (CS). Therefore the hypotheses (H5) and (H6) were rejected. This empirical study adds value to the current knowledge of Islamic banking service providers’ practices. To apply these findings to craft a strategy for better future and concentrate on their positioning in the market and also to offer enhanced service quality to their customers, would lead the Islamic banks in general and Bahrain in particular to new heights of competitiveness and sustainability.
Download or read book Customer Loyalty written by Hellen Karyose and published by . This book was released on 2019 with total page 12 pages. Available in PDF, EPUB and Kindle. Book excerpt: This study aimed to analyze the influence of service quality, corporate image, and customer relationship marketing on customer satisfaction and customer loyalty. The population consisted of 180 bank customers in Malang city. For the analysis of Structural Equation Model (SEM) came into use. The results showed that service quality, corporate image, and customer relationship marketing influence on customer satisfaction, and service quality, corporate image, and customer relationship marketing influence on customer loyalty. Moreover, customer satisfaction effects on customer loyalty. Customer satisfaction mediated the effect of service quality, corporate image, and customer relationship marketing on customer loyalty.
Download or read book Effects of Service Quality on Customer Satisfaction and Customer Loyalty written by Selcen Ozturkcan and published by . This book was released on 2009 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: This study employs six dimensions of service quality scale that is developed by Carman (2000) and Kara et al. (2005) to better understand the factors underlying healthcare customers' perceptions of service quality. These dimensions investigated are namely tangibility, reliability, responsiveness, assurance, courtesy and empathy. Sampling has been conducted at the Marmara University Hospital between June 1st and July 15th 2007. Purposive convenient sampling has been employed to 183 inpatients. Through a 5 point Likert-type scale, healthcare customers' expectations of a perfect service provider has been compared with the practices Marmara University Hospital to determine if there are any gaps. Quality of the Marmara University Hospital's healthcare services has been analyzed together with its effects on customer satisfaction and customer loyalty through a regression analysis.
Download or read book Creating Corporate Reputations Identity Image and Performance written by Grahame Dowling and published by OUP Oxford. This book was released on 2000-12-07 with total page 322 pages. Available in PDF, EPUB and Kindle. Book excerpt: Recent research in business strategy suggests that corporate reputations are a valuable strategic asset for every company. Good reputations have been shown to help firms attain and sustain superior financial performance in their industry. This book outlines how high-status companies become corporate super brands, and it present managers with a framework to proactively enhance their corporation's desired reputation. While many books concentrate on advertising or corporate identity as the primary tools for reputation enhancement, this book provides a more expansive and realistic picture of what it takes to build a corporate super brand. One of its key contributions is that it emphasizes the roles of customer value and organizational culture in the reputation-building process and exposes the limitations of corporate advertising, sponsorships, and minor corporate identity change. Drawing on more than fifteen years of academic research, executive seminars, and consulting experience, Grahame Dowling suggests ways to improve the corporate reputations that different groups of stakeholders hold of your company. He also describes how to avoid many of the traps that catch unwary managers who try to improve their company's desired reputation.
Download or read book Discovering Statistics Using R written by Andy Field and published by SAGE. This book was released on 2012-03-07 with total page 994 pages. Available in PDF, EPUB and Kindle. Book excerpt: Keeping the uniquely humorous and self-deprecating style that has made students across the world fall in love with Andy Field′s books, Discovering Statistics Using R takes students on a journey of statistical discovery using R, a free, flexible and dynamically changing software tool for data analysis that is becoming increasingly popular across the social and behavioural sciences throughout the world. The journey begins by explaining basic statistical and research concepts before a guided tour of the R software environment. Next you discover the importance of exploring and graphing data, before moving onto statistical tests that are the foundations of the rest of the book (for example correlation and regression). You will then stride confidently into intermediate level analyses such as ANOVA, before ending your journey with advanced techniques such as MANOVA and multilevel models. Although there is enough theory to help you gain the necessary conceptual understanding of what you′re doing, the emphasis is on applying what you learn to playful and real-world examples that should make the experience more fun than you might expect. Like its sister textbooks, Discovering Statistics Using R is written in an irreverent style and follows the same ground-breaking structure and pedagogical approach. The core material is augmented by a cast of characters to help the reader on their way, together with hundreds of examples, self-assessment tests to consolidate knowledge, and additional website material for those wanting to learn more. Given this book′s accessibility, fun spirit, and use of bizarre real-world research it should be essential for anyone wanting to learn about statistics using the freely-available R software.
