“Relationship between Service Quality and Customer Satisfaction: The Case Study of the Olympic Sports Club in Bangkok” CHAPTER 1 GENERALITIES OF THE STUDY 1.1 Introduction When the market is full of competitors and marketing is shifted from internal consequences of performance (i.e., productivity and profit) to the external consequences of performance (i.e., consumer well-being), practitioners in the sports industries need to pay attention on customer satisfaction and service quality. (Kerkby, and Nelson
This study is on Mergers and acquisition as a means of improved business performance and customer satisfaction. The Case study of this research is Access Bank Plc. Chapter one of this study is preliminary. It provides a contextual of the study and reviews the statement of the problem. The chapter provides the specific objectives of the study. It raises the major research question that provides the basis for formulating the hypotheses that are tested later in the study. The significance of the study
only the study of what company offers to the buyer after the purchase, but also the study of what the consumer expects from the company. According to post purchase behaviour theory, there is a tendency for individuals to seek benefits for their purchase made. When any problem occurs, some change must be made in order to eliminate this problem. It is most likely that the company will change to accommodate the need. The objective of this study to know the post purchase behaviour of the customers, to ascertain
by winning over their customers. To win over a customer, better ways of meeting and satisfying their needs are to be adopted. In the case of a service industry, successful teaming up of all employees and their departments for designing and implementing a competitively superior customer value delivery system is a pre requisite for achieving effectiveness. Customer’s satisfaction and retention probably are directly dependent on his experiences. Philip Kotler defined the customer delivered value as the
number of customers in Mauritius has a major impact in the marketing strategies used by organizations. National and Multinational organizations are straiving to provide customer satisfaction. The buying patterns of consumers' changes occasionally therefore organizations must implement new strategies daily. Marketing mix has a big impact on customer satisfaction nowadays due to an upward trend in this sector. This study describes the impact of marketing mix on customer satisfaction using a case study
shoppers, (Jarvenpaa & Todd, n.d.) identified the salient factors, through customer-centered view, affecting the attitude towards online shopping. They proposed a model including several indicators, belonging to four main shopping factors which are mentioned below: • Product perception consists of price, variety and product quality. • Shopping experience is a combination of effort, compatibility and playfulness. • Customer
Jay Kandampully and Dwi Suhartanto (2000)21 conducted a research study on the dealer loyalty in the hotel industry. The objective is to identify factors of image and dealer satisfaction, which are positively related to dealer loyalty in the hotel industry. The research helps extend the understanding the relationship between dealer loyalty, dealer satisfaction, and image. The study identifies that competition has three major implications for the dealer, which provides: increased choice; greater value
computerized machine that provides the customers of the banks the facility of accessing their account for dispensing cash and carry out other financial & non-financial transactions without the need of actually visiting the branch. It is also popularly known as Any Time Money. It provides both customers and bank many advantages including being cost effective, quick services and one of the major advantage is 24X7 accessibility and also convenience to a customer. The major disadvantage that a bank has
Customer Overall Satisfaction and Brand Equity. Customer Satisfaction: Customer overall satisfaction is defined as the overall evaluation that the customer makes about the purchase and consumption experience that the customer encounter while consuming the product ( Anderson, Fornell, & Lehmann, 1994). According to (Boulding et al.,) customer satisfaction can be distinguish into two different concepts, cumulative and transaction specific. “From a transaction-specific point of view, customer satisfaction
spirited, various problems are emerging as well. Serena Hotel is a famous hoteling Chain, having 36 luxury resorts, lodges and hotels, operating in Asian & African countries.Recently it has been noted that there is a plunge in the level of customer satisfaction at the Quetta Serena Hotel. The aim of this research is to evaluate if the Quetta Serena hotel is aware of the importance of its front line employees in service delivery and what is being done to resolve the existing issue. It will also figure