Thesis on relationship between customer satisfaction and loyalty

Several researchers have suggested that the search for universal conceptualization of the service quality construct may be futile Levist, ; Lovetock, The study explores the impact of service quality on customer loyalty and examines how user surveys have been employed in a number of previously published literature Cullen using All Needs Supermarket, as a case.

Service oriented organizations including supermarkets, have identified the customer as the most critical voice in assessing service quality.

The relationship between customer loyalty and customer satisfaction bowen

In its original structure, service quality consists of five dimensions Parasuraman et al. There is also a positive correlation between service quality, customer satisfaction and customer loyalty. Then an empirical research among bank customers of Taiwan was conducted to test the conceptual model. Cronin et al. Chen 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. This approach has been criticized by several authors for a number of weaknesses. Indexing document details. The mentioned challenges appear to affect the quality of service delivery, consequently affecting the loyalty of customers. What factors account for quality of service in retail businesses? Thus, customers who wish to engage in further explanation with staff seem not to have the opportunity to do so, thereby creating dissatisfaction of customers. Notwithstanding the keen competition, all needs supermarket has been able to keep their heads above the competition due to their outstanding pedigree of excellence in providing customer-oriented services and still willing to improve on quality service which they think could lead to customer loyalty. Dichter stressed that image certainly was not referred to the individual characteristic or the quality, but the store overall image in the customer heart. The data obtained were analyzed using multiple regression and hierarchical multiple regression analysis. To achieve the objective of the study, quantitative method was used for the statistical analysis and convenience sampling for selecting customers. Berman and Evans defined the store image as the functional and emotional mix.

That is the more reason why efforts are geared towards retaining the consumers of an organization. There is therefore the need to assess the quality of services at All Needs supermarket so that problems that users face can be addressed and also, to help improve the customer loyalty of All Needs supermarket.

Customer satisfaction and customer loyalty pdf

What are the impacts of service quality on the loyalty customers of All Needs Supermarket? Service oriented organizations including supermarkets, have identified the customer as the most critical voice in assessing service quality. Customers expectation are beliefs about a service that serve as standards against which service performance is judged Zeithaml et al. The service quality construct is either industry or context specific Babakus and Boller, The All needs supermarket staff lack computer skills and are unable to help customers search for information from the system. Due to inadequate staffing, it is difficult to attend to all customers who may visit the supermarket on one — on — one basis. The researcher focused on the entire customers of All Needs supermarket who access and use the supermarket. Cronin et al.

What factors account for quality of service in retail businesses? Indexing document details. Copy link 1 of 1 documents Other Available Formats: The role of commitment in the relationship between customer satisfaction and customer loyalty in banking industry: Mediating effect of commitment by Ho, Hung-Hsin, D.

relationship between customer satisfaction customer retention and profitability

The customer satisfaction towards the bank products or service just a starting point in the building of long-term relationship with the banks. In its original structure, service quality consists of five dimensions Parasuraman et al. 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, In other words, marketers today need to view the customer as being more contemporarybut are caught in hindsight by focusing on what worked in the past, not what is working in the present or will work in the future.

Relationship between customer satisfaction and customer retention

Consumers perceive store or supermarket on a number of dimension, usually called components or attribute, which collectively make store image, so store image is closely related to the multi-attribute model. The measurement of the service quality construct is multidimensional. Chapter Four comprised the data analysis and discussion of the findings of the study. In addition, the moderating effect of brand image on the relationship of customer satisfaction and customer loyalty also had been investigate to see if there were any significance effect on the relationship to different level of brand image. Among others, Jones et al. Chapter Three looked at the methodology adopted for the study. In addition, management will benefit from the outcome of this research, as it would educate management on what could be done to enhance the quality of services and make them effective and efficient towards customers. Forbes identifies that given the continued emergence of disruptive marketing technologies, how can companies stay abreast, much less ahead, of how consumers will interact with their brands? Chen 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. This study also revealed that the brand image is serves as a moderator in affecting the relationship between customer satisfaction and loyalty.

There is also a positive correlation between service quality, customer satisfaction and customer loyalty. Then an empirical research among bank customers of Taiwan was conducted to test the conceptual model.

Customer satisfaction pdf thesis

Organizations must improve the quality of their services in order to survive. Questionnaire was the main instrument for this study. In addition, the moderating effect of brand image on the relationship of customer satisfaction and customer loyalty also had been investigate to see if there were any significance effect on the relationship to different level of brand image. Copy link 1 of 1 documents Other Available Formats: The role of commitment in the relationship between customer satisfaction and customer loyalty in banking industry: Mediating effect of commitment by Ho, Hung-Hsin, D. The study explores the impact of service quality on customer loyalty and examines how user surveys have been employed in a number of previously published literature Cullen using All Needs Supermarket, as a case. On the basis of the above considerations, a compelling case was made for the research to examine the impact of service quality on customer loyalty in All Needs Supermarket, given the fact that no studies had been conducted to provide insight into the effect of service quality on customer loyalty for customers. Berman and Evans defined the store image as the functional and emotional mix. In addition to the above problems, All Needs supermarket environment appears to hinder effective shopping. What factors account for quality of service in retail businesses? Synthesize above literature, we used three dimensions: popularity, product value and convenience to measure online store image. Through the literature review on customer relationships, we realized the psychological and physical factors of the commitment behind customer loyalty might play the mediating role.

The results are gathered from a street interview-survey in the central cities of Taiwan, and show that commitment is a crucial mediator in nurturing customer loyalty from the satisfied customers.

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