Customer Satisfaction Lead to Loyalty - 2303 Words

Final Report Business Research Methods Topic Study the influence of Service Quality with product leads to customer loyalty in Telecom Sector (Ufone) Submitted by: Sr. # Group members: Reg. No.# Muhammad Adnan L1S13MBAM2049 Muhammad Asim L1S13MBAM0027 Nabil Abdul Majeed L1S13MBAM2012 Saad Rafique Ali L1S13MBAM0047 Huma Zafar L1S13MBAM2010 Sameera Waheed L1S13MBAM2050 Submitted To: Prof. Amna Zulfiqar Signature: Table of contents Page # Introduction 03 Importance/ significance 04 Explanation of Variables 05 Service Quality (independent variable) 05 Customer loyalty (dependent variable) 05 Relationship between†¦show more content†¦It means says when a customer consistently rebus your product in the future unrespectable situational influences it shows customer loyalty. Customer loyalty plays a vital role in organization to achieving its profitability. Organizations should give preference to customer’s feelings and their needs should be the main concern in order to achieve customer loyalty (Akhter et al., 2011) Most companies struggle for customer loyalty as the competition reaches at its peak in telecommunication sector. Indeed, customer satisfaction is integral part in determining why customers leave or stay with an organization. Therefore, organizations need to know how to keep their customers. Every organization has come to realize that in order to survive, it has to acquire and then retain profitable customers. Company should consider those customers which shows high satisfaction which leads to customer loyalty .this result in increasing company’s profitability. Company should also focus on customers who are not satisfied in order to increase profitability. Importance /significance Customer loyalty plays important role in telecommunication sector. Companies can rely on making research upon their satisfied customers for improving the service quality or other factors exists that make the loyal customers. After getting knowledge by making research; telecommunication sectors can possibly be able to focus on their customers touch point where they can improve the service. Now aShow MoreRelatedFactors Affecting Customer Satisfaction On A Firm s Profitability1334 Words   |  6 Pagesformulated: H1: Customer satisfaction has positive lagged influence on a firm’s profitability. H1a: Customer satisfaction has immediate influence on a firm’s profitability. How profitability affects customer satisfaction Most of the literature focuses on the impact of customer satisfaction on profitability. This particular research acknowledges the possibility of profitability affecting the customer satisfaction. Research attempts to analyse the effect of past profitability on customer satisfaction. ConsideringRead MoreRelationship Between Customer Satisfaction And Consumer Loyalty1520 Words   |  7 Pagesbetween customer satisfaction and consumer loyalty and apply its relationship into all the market industries including products and services, particularly in financial institutions. Preliminary sample data (N=80) will be collected from faculties and students at Johnson and Wales University of all ethnicities, national and international students. The hypothesis of the study is developed as H1: There is a significant positive relationship between customer loyalty and customer satisfaction. A t-testRead MoreThe High Quality Relationship With Customers1322 Words   |  6 Pagesaccording to customersà ¢â‚¬â„¢ expectations. Various important parts of banking sector like operations, service quality, employee satisfaction, customer satisfaction, financing products, efficiency, financial performance are being studied by many researchers to better understand and serve the community at large (Arokiasamy, 2013). The high quality relationship with customers is the main influence of a successful service provider (Panda, 2003) â€Å"which determines customer satisfaction and loyalty† (Jones, 2002Read MoreCustomer Loyalty And Employee Loyalty1404 Words   |  6 PagesCustomer loyalty plays a very vital role in an organization’s success or not always, is a very interesting debate. It has been suggested at several literature that loyal customer generates ongoing revenue and they also assist in generating profitable business income to any organization. At the same time research also suggests that there are other views available in relation to the concept of loyalty. The important factor to understand is weather those factors lead to long term business profitabilityRead MoreService Quality Measurement Of Quality Essay1413 Words   |  6 Pagesperspective, understand this aspect it in terms of customer perception, customer expectation, customer attitude, customer satisfaction, and cus tomer delight , external perspective is becoming important in the light of increasing consumer awareness, changing consumer tastes and growing consumer expectation . There are significant differences in measuring the satisfaction of service consumers and physical product consumers. Physical product consumer satisfaction is measured with instruments describing theRead MoreWhat Factors Influence Customer Retention Towards Apple Iphone? Essay1747 Words   |  7 Pages What factors influence customer retention towards the Apple iPhone? Fall2016 Public Administration 603 Final Project Report (PA603) California State University: San Bernardino Contents 1. Abstract 1 2. Introduction 2 3. Literature Review Research Hypotheses 3 3.1 Brand Loyalty 3 3.2 Customer Satisfaction 4 3.3 Research Questions and Hypotheses 5 3.4 Research Limitation 5 4. Methodologies 6 Supervisors Colleagues 6 5. Data Analysis 7 6. Discussion 8 7. Conclusion 9 References 10 AppendicesRead MoreConceptual Model And Framework . According To Above Literature1345 Words   |  6 Pagesimage, customer satisfaction and customer loyalty. This research sets up hypotheses H1, H2, H3, confirm how these factors to influence and relate to each other. (Figure 1) H1 H2 H3 Figure 1. Relationship between Brand Images, Customer Satisfaction and Customer loyalty Hypothesis H1. There is a strong relationship between customer loyalty and Brand image H2. There is a strong relationship between customer loyalty and Customer satisfactionRead MoreCommunication : A Important Factor1549 Words   |  7 Pagesimportant factor that needs to consider for building relationship with customer and make them loyal. Communication needs to be two way between customer and company. Social media platform has enriched communications among people. Therefore, it has open up new opportunity for companies to interact with customer more. Companies can open up their page to increase interaction with the customer on social media platform. On the other, customers also interested to interact with brands page and know brand theirRead MoreService Quality As A Core Competitive Strategy1115 Words   |  5 Pagesbusiness and banking sector in this case is not an exception .A bank customer will be loyal if they can produce greater value than their competitor (Dawes and Swailes 1999). In addition, higher profit will be earned by the banks if they can position them selves better than the competitors within a specific market (Davis at al. 1995) Therefore, banks should focus on service quality as a core competitive strategy. Customer loyalty, Oliver (1999) defined like acommitment to re-buy or re-patronize decisionRead MoreCustomer Relationship Management ( Crm ) Essay831 Words   |  4 Pages CRM: Customer Satisfaction, Customer Loyalty, and Firm Profitability Customer Relationship Management (CRM) is a tool that helps track, manage and supply information about customer’s interactions with an organization to help contribute to customer satisfaction that leads to customer loyalty. Additionally, CRM programs provide tools and applications designed to target their efforts on the most profitable customers, target new potential customers, and generate sales and maintain relationships