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customer satisfaction research proposal
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abdikaafi mohamud , Adam dahir farah
ABSTRACT A Customer satisfaction is an important element to the every organizations existence. On the basis for that reason, the researchers devote the majority of the time by looking factors influencing customer satisfaction in commercial banks: some selected banks in Mogadishu. The main objectives of the study were to identify the influence of service quality and product differentiation on customer satisfaction in commercial banks in Mogadishu Somalia. The method of was quantitative cross-sectional data and researchers took a sample for a 73 respondents. The study showed that most respondents agreed that service quality and product differentiation have an influence on customer satisfaction. As correlations showed, that service quality has moderate positive relationship to the customer satisfaction, while product differentiation has week positive relationship to customer satisfaction. Finally, the researchers would recommend to the management of the banking industry to update and improve product qualities and product innovation of the banks. Second, the researchers recommend to the management of commercial banks to emphasize and develop service quality measurement tools, in order to satisfy their customers.
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ABSTRACT. Service quality and customer satisfac tion have been widely recognized as funda mental drivers in. the formation of pu rchase intentions. The concepts ar e important for companies to ...
challenges such as challenges of quality service, customer satisfaction, customer retention, Customer loyalty; Quality service plays a major role in achieving customer satisfaction, and creating brand loyalty in banking sector. 1.1.1.Service Quality Service Quality is a business administration term used to describe achievement in service. It
competition for greater market share. Focusing on customer satisfaction has been the key to increasing service quality according to customers' expectations in the banking sector" (Zairi, 2000). Hanson (2000) suggested that the level of service quality is an indication of the organization's ability to meet customers' desires and demands.
Moreover, customer perceived performance is significantly lower than customer perceived importance for all six service quality dimensions. Ordered by need of improvement the dimensions (based on gap analysis) are: 1) network quality, 2) reliability, 3) responsiveness, 4) assurance, 5) empathy, 6) tangibles.
Specifically, as the number of service failure incidents decreases, the positive effect of service quality on satisfaction is intensified. It stands to reason that as the incidence of service failure declines, customers are better poised to recognize and thereby appreciate the process elements of service quality.
Purpose: The paper demonstrates the relationship between service quality dimension with consumer loyalty. and satisfaction. Methodology: The study employed a qualitative methodology, and the ...
providing quality service is not in a position to meet the expectation of the customer. Low service quality leads low customer satisfaction. Based on this, in order to improve performance of the bank, the researcher suggested that, the bank should prepare complaint handling mechanisms, relevant training for its front line employees.
customer satisfaction is a key element of loyalty (Lam & Burton, 2006). Different studies have concluded that there is a significant positive relationship between service quality and customer satisfaction, loyalty and retention. Thus customer satisfaction is the moderating variable of this study.
The Effect of Service Quality on Customer Satisfaction: A Case Study on Selected Private Banks in Bahir Dar; Ethiopia Nigist Kelemu ... Journal of Marketing and Consumer Research www.iiste.org ISSN 2422-8451 An International Peer-reviewed Journal Vol.41, 2017 23 The SERVQUAL model concentrates on five gaps impairing the delivery of excellent ...
Abstract. The satisfaction of human need is an important objective organizations strive to achieve. The present study sought to examine service quality and customer satisfaction in the Ghanaian public service. Using correlational research design and a purely quantitative research approach, the researcher collected data from 304 participants ...
Service quality and customer satisfaction are very important concepts that companies must understand if they are to grow and remain competitive in the business environment. It is very important for companies to know how to measure these constructs from the customers' perspective so as to understand their needs and ... 2.5 Research Gap ...
of the product. Service quality has been defined as a degree and direction of discrepancy between customers' service perception and expectations. The main purpose of the study is to examine the effect of customer service quality on customer satisfaction on selected private banks in Jimma Town.
Draft Research Proposal on THE EFFECTS OF CUSTOMER SERVICE QUALITY ON ORGANISATIONAL PERFORMANCE: A CASE STUDY ON ORANGE CAMEROUN ... Service quality and customer satisfaction are very important concepts that companies must understand if they are to grow and remain competitive in the business environment. ... of Quality Organization 9001-2000 ...
Israel D. (1992). Determining Sample size. University of Florida Kim P., Han J. (2013). Effects of Job Satisfaction on Service Quality, Customer Satisfaction, and Customer Loyalty: The Case of a Local State-Owned Enterprise, School of Business, Kyung pook National University, South Korea Kotler P, Keller L., Koshy A., Jha M. (2009).
This study attempts to measure service quality and customer satisfaction with respect to the service quality dimensions in the Nepalese commercial banking sector. It has used descriptive statistics, correlation, and regression analysis to measure relationship among service quality dimensions, service quality and customer satisfaction variables.
service quality variables (i.e., Information quality, ease of use and security) and Multi-channel integrated service quality to one dependent variable (i.e., customer satisfaction). The formulated model was tested using multiple regression analysis, controlling for the effects of physical service and virtual quality dimensions.
2003).Customer satisfaction and delivery of effective service very interlinked. Service quality "has become as one of the key driving forces for business sustainability and is vital for firms' accomplishment" (Rust and Oliver, 1994).
Miss. Anu Ghimire has defended research proposal entitled "Customer Satisfaction Towards Service Quality of Nepalese Commercial Banks" successfully. The research committee has registered the dissertation for further progress. It is recommended to carry out the work as per suggestions and guidance of supervisor
This thesis also analyzes the factors that have impact on customer satisfaction and result in customer loyalty. Recommendations on improving the service quality and getting customer retention are ultimately proposed. In this thesis, the theoretical background chapter reviews studies on customer satisfaction and customer
STATEMENT OF CERTIFICATION This is to certify that the thesis titled "The Effects of Service Quality on customer Satisfaction In Awash Bank S.C", submitted to St.marry University, Department of Management for the award of Degree of Marketing Management and is a record of genuine research work carried out by
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The main objectives of the study were to identify the influence of service quality and product differentiation on customer satisfaction in commercial banks in Mogadishu Somalia. The method of was quantitative cross-sectional data and researchers took a sample for a 73 respondents. The study showed that most respondents agreed that service ...
Quality customer service and satisfaction are recog- nized as the most important factors for bank customer acquisition and retention (J amal, 2004; Armstrong and Seng, 2000; Lassar et al., 2000). Service quality is considered as one of the critical success factors that influence the competitiveness of an organization.