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Thesis on service quality and customer retention


thesis on service quality and customer retention

the objective of the study, quantitative method was used for the statistical analysis and convenience sampling for selecting customers. This dealt with the research design, selection of cases, selection of subjects which consisted of population, sample size and sampling technique, instrumentation, data analysis and presentation of results and ethical consideration and problems encountered and limitations. The aim of this study is to highlight the significance of functional service quality and technical service quality on customer retention in the Singapore stock broking setting with an emphasis on customer demographic profiling so that brokerages may allocate their resources productively and traditional brokers. Furthermore, users (customers) are affected significantly when staff of the supermarket fails to solve their (customers) needs and problems (Assurance). Does the information/profile (namely; gender, income, age, experience) of the customer in a stock broking firm moderate the strength and direction of the relationships between functional quality, technical quality, and influence customer retention? Chapter mapping appetite essays on food fiction and culture Two focused on literature review.

thesis on service quality and customer retention

Berman and Evans (1995) defined the store image as the functional and emotional mix. 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. The increasing support on the measurement of service quality by performance-only measurement (servperf) is witnessed (Cronin., 2000).

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2.2 Service Quality Quality has been defined as fitness for use, or the extent to which a product successfully dante's inferno critical essay serves the purposes of consumers (Beverly., 2002). Basically, customers according to Levitt, 1986 are assets that need to be acquired before they can be managed for profit. 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. Customer service is one of the organizational processes which companies perform considering the growing competition and for attracting entrepreneurial opportunities for increasing profitability and better access to the market and increasing the customer satisfaction and loyalty level (Calif, 1987). Among others, Jones.

Secondly, it will help in the identification of what users perceive and expect from All Needs supermarket to enable them have better access to needed services in the fastest possible time The significance of this study is to provide a reference guide to the retailing. In the present study, the more popular Westbrook and Olivers (1991) four emotion-laden items have been used. Chen (2006) discussed the relationship between online store image and purchasing intention, divided store image into six dimensions: web skill ability, popularity, product value, convenience, security and after-sale service. Lindquist (1974) defines store images as a structure of some sort that is tying together the dimensions that are at work and conceptualizes store images as nine key attribute denominations: merchandise, service, clientele, physical facilities, convenience, promotion, store ambience, institutional factors, and post-transaction satisfaction.

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