The Relationship between Customer Loyalty and Satisfaction Introduction In the past decades‚ there was a controversial issue about the relationship between customer loyalty and satisfaction. Actually‚ it is still a heated debate nowadays. Some people said that customer satisfaction bring customer loyalty‚ while some people believed that customer loyalty affect customer satisfaction. Interestingly‚ very few executives and managers understand the critical difference. The purpose of this paper is
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Freetown‚ I’ve been provided with an Organisational Performance and Customer Satisfaction equation: Consumer Expected Quality - Organisational Actual Quality = Customer Perceived Quality EQ > AQ => Dissatisfaction EQ = AQ => Mere Satisfaction AQ > EQ => Delighted Customer An Organization Performance includes multiple activities‚ that help in establishing the goals of the organization‚ and monitor the progress towards the target. It is used to make adjustments to accomplish goals more
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Improve Customer Satisfaction Running Head: Improve the Customer Satisfaction Improving the Customer Satisfaction in Hospitality Industry Zhang Hexin Tianjin University of Commerce TUC-FIU Cooperative School HFT3453 Lodging Operations Control Professor: Tao wei Date: April 14‚ 2012 2 Improve Customer Satisfaction Abstract This research paper aims to give the clearly definition of the customer satisfaction and give the substantial strategies to improve the customer satisfaction. From the
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Company background Airtel Lanka Limited is a subsidiary of Bharti Airtel Limited‚ the third largest mobile operator in the world‚ with over 240 million mobile customers as of December 2011.[3] Bharti Airtel has been featured in Forbes Asia’s Fab 50 list‚ rated amongst the best performing companies in the world in the BusinessWeek IT 100 list 2007‚ and voted as India’s most innovative company in a survey by The Wall Street Journal Airtel Sri Lanka commenced commercial operations of services on 13
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Background Customer satisfaction‚ a business term‚ is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four perspectives of a Balanced Scorecard. In a competitive market place where businesses compete for customers‚ customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. Customer satisfaction is an ambiguous
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To Study the Consumer Preference Regarding Airtel and Vodafone (Study of Amritsar City) Project Report Submitted to Dr. IT BUSINESS SCHOOL Affiliated to Punjab Technical University‚ Jalandhar In partial fulfillment of the requirements of MBA Degree (2009-2011) SUPERVISED BY: SUBMITTED BY: Miss. Ujjal Sandhu Hemant kakkar Roll No 94462236760
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DECLARATION I‚ JINET JOSE‚ Student of Rajagiri Business School‚ Kakkanad hereby declare that the report titled‚ “An Analysis of Airtel Money & the factors influencing its spread”‚ is a bonafide record of the project work done by me‚ for BHARTI AIRTEL‚ CHENNAI during the period of 8th April 2013 - May 30th 2013 as a part of my PGDM programme at Rajagiri Business School. This study has been undertaken in the partial fulfilment of the requirement for the award of Post Graduate Diploma
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Proposal on Customer Satisfaction Strategies of Subway Submitted By: ID- Table of Contents 1 Topic 3 2 Introduction 3 2.1 Research background 3 2.2 Aim and Objectives of the Study 4 2.3 Research Questions 4 3 Literature Review 5 3.1 Service Quality and Customer Satisfaction 5 3.2 Areas of Setting Strategies 5 3.3 Relationship and Loyalty 6 4 Research Methodology 7 4.1 Research Method: Qualitative and Quantitative 7 4.2 Data Collection 7 4.3 Sample 8
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broad objective of the study is to make an analysis on the Human Resource Management Practice In Citicell & Airtel. Specific objective: To have an understanding of cellular industry in Bangladesh. To identify the level of Practice of HRM. To find out the development scope of the companies regarding HRM practice. To represent a guide line for the future course of action of Citicell and Airtel in using the HRM. 1.3: Methodology The study requires a systematic procedure from selection of
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empirical study to examine whether or not there is a relationship between employee satisfaction and customer satisfaction. Due to previous studies conducted in the relationship between employees and customers‚ the authors felt that the use of indirect surveys provided inconclusive results. The main focus of this study is to determine whether or not the relationship betrween employee satisfaction and customer satisfaction is bilateral or unilateral. The authors argued that behavior plays a crucial role
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