Service quality and customer satisfaction have become an important issue in every business organization in the business environment and they play significant role in the performance of the business organization and its corporate image. In this chapter the aim is to describe the each component in the research topic “Impact of Service Quality to Satisfaction of Existing Customers In AIA Insurance Lanka PLC (Life)” by using the available literature. The literature review will be divided into three main
Review Of Literature: Various authors have put forwarded a rich literature on green marketing. The review of literature indicates that the various authors have highlighted the Green Marketing and its related problems, strategies and challenges from local to world level. In this context, Jacquelyn Atunities for innovation for green marketing, which provides an enlightening look at the importance for the environmental perceptions. Amitabha Ghosh (2008) has examined the strategies in Green Marketing
In the domain of consumer internet behavior, the current literature is predominantly concentrated in the factors affecting the consumers’ willingness to shop on the internet. Consumers’ attitude towards web-based shopping is predictive of online consumer behavior and their purchase decision. Based on an open-ended survey of 220 shoppers, (Jarvenpaa & Todd, n.d.) identified the salient factors, through customer-centered view, affecting the attitude towards online shopping. They proposed a model including
,2002). Customers always want to have better internet banking facilities which are user friendly as well as enjoyable to them. Convenience is one of the main factors while using internet banking Chan (2001). Johnson et al (1995) also agrees with it that convenience is among one of them. Devlin
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
“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
What are The Reasons that Affect Customer Retention in the Construction Industry of Maldives? Table of Contents LIST OF FIGURES AND TABLES 3 1 INTRODUCTION 3 1.1 Research Background 4 2 RESEARCH AIM & OBJECTIVES 5 2.1 Research Objectives 5 3 RESEARCH QUESTIONS 5 4 LITERATURE REVIEW 5 4.1 Definitions of Key Concepts 6 4.1.1 Customer Retention 6 4.1.2 Corporate Image 6 4.1.3 Quality 6 4.1.4 Project Management 7 4.1.5 Relationship with the Customer 7 4.2 Critical Review of Theories and Models Regarding
Final Report Factors Influencing Job Satisfaction Towards Customer Relation Department in UBL Head Office Submitted By: Bilal Arif Kashmiri (57010) Supervisor: Sir Usman Aleem Submitted to PAF-KIET Abstract Introduction & Background: Job satisfaction is essential for workers furthermore for the effective association. As per (Lim & S, 2008) if a worker won't be fulfill to his occupation then perhaps he won't be devoted with his employment or to association and disappointment to the employment
better understanding of the proper relationship between constructs such as customer loyalty and brand equity, particularly in relation to the numerous of identified antecedents to customer loyalty in the marketing literature. 1.1.0 Rising trend of fast food restaurants in Pakistan In today’s world restaurant are becoming more vital on the grounds as they provide service
Introduction This research proposal is about measuring the patient satisfaction in the New Medical Center hospital. The research topic is applied with NMC hospital and connected to quality management. The result will be used as evidence to show how can quality management used in the hospital. Patient satisfaction is important in NMC hospital. The research will focus to measure the patient satisfaction in NMC hospital to show patient opinion about services