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Customer service quality, product quality, customer satisfaction and loyalty can be measured at different stages, for example, at the beginning of the purchase, and one or two years after purchase.
Customer satisfaction is the key factor for successful and depends highly on the behaviors of frontline service providers. Customers should be managed as assets, and that customers vary in their.
CHAPTER 3: RESEARCH METHODOLOGY. 3.1 Research design: Exploratory design has been selected as data has been collected from questionnaire as well as direct contact to understand the satisfaction level of the customer and to study the areas in which these customers prefer to invest their money. 3.2 Data Collection Method.
Service Quality Name Name of Institution Date Abstract In today’s globalized world characterized by very fast pace, open markets and the huge shift of the information technologies, the world has become a small village and anyone can reach anywhere he wants, this in turn created a fierce atmosphere of competition whereas a product differentiation is becoming harder due to imitation and low.
Customer satisfaction and loyalty research is so powerful primarily because it enables companies to communicate directly with customers about their needs - assuring that the quality standards you establish reflect the “voice of the customer” - and not just the company line.
Jones and Sasser (1995) concluded through their Xerox research that, customer loyalty depends on the degree of customer satisfaction. On the contrary, the results of a research carried out by Andreassen W. T. and Lindestad B. (1998) concluded that corporate image impacts customer loyalty directly whereas customer satisfaction does not.
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The principle agenda of this research paper is to illustrate the importance of customer satisfaction in the retail industry. The retail industry being the highly competitive field that it is, being able to fulfill customer expectations and demands becomes the most essential element in order to get sustainable growth and profit margin (Bateson, 1991).
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The Evolution and Future of National Customer Satisfaction Index Models1 by Michael D. Johnsona2, Anders Gustafssonb, Tor Wallin Andreassenc, Line Lervikc, Jaesung Chaa a University of Michigan Business School, Ann Arbor, Michigan 48109-1234, USA b University of Karlstad, Service Research Center, 651 88 Karlstad, Sweden c Nowegian School of Management BI, P.O. Box 580, N-1301 Sandvika, Norway.
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