CUSTOMER SATISFACTION AND LOYALTY IN LOGISTICS SERVICES @ DHL EXPRESS (I) PVT LTD A PROJECT REPORT Submitted in Partial fulfillment of the degree of requirement for the award of MASTER OF BUSINESS ADMISTRATION (Marketing & HR) Submitted by GAURAB DUTTA Registration No: P07BA126 Under the guidance of Dr. S. Lalitha Prof. in Management Studies BHARATH UNIVERSITY SCHOOL OF MANAGEMENT STUDIES Chennai 600073 India May 2009 School of Management Studies 173‚ Agaram
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Rights of Employees CONTENTS Introduction 1. Workers and employees 2. Length of service 3. Contracts of employment 4. Written statement of terms 5. Statutory procedures and the LRA Code of Practice 6. Wages 7. Hours‚ holidays and rest breaks 8. Sunday working 9. Time off provisions 10. Maternity‚ paternity and adoption 11. Part time workers 12. Fixed term employees 13. Discrimination 14. Whistleblowing 15. Employment protection in health and safety
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2.1. Customer satisfaction definitions. Customer satisfaction has also been defined by another author as the extent to which a product’s perceived performance matches a buyer’s expectations (Kotler et al.‚ 2002‚ p. 8). According to Schiffman & Karun (2004) Customer satisfaction is defined as “the individual’s perception of the performance of the products or services in relation to his or her expectations” customer satisfaction could be the pleasure obtained from consuming an offer.
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communities‚ as their members and management board usually belong to the communities in which they exercise their activities. By increasing banking access in areas or markets where other banks are less present - SMEs‚ farmers in rural areas‚ middle or low income households in urban areas - co-operative banks reduce banking exclusion and foster the economic ability of millions of people. They play an influential role on the economic growth in the countries in which they work in and increase the efficiency
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Employees’ Motivation for SPI: Case Study in a Small Finnish Software Company Abstract. In small software companies the resources available for SPI are often limited. With limited resources‚ the motivation of the employees becomes one of the key factors for SPI. In this article‚ the motivational factors affecting a small company’s SPI efforts are discussed. In the research‚ we carried out interviews and a survey in a small Finnish software company considering the motivation towards SPI. The results
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Companies should spend money on improving the work skills of their employees as it is to be seen from the leading top businesses that this will result in high success. Firstly‚ the more investment is made in improving a certain aspect‚ better results follow. By spending money on improving the skills‚ it will allow more productive workers making the production rate efficient which all leads to increasing profit. The word “skill” is quite broad since it could be any kind of skill and it will all
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* Make it safe for employees to engage in voice. For example‚ reward the courage that employees show by challenging standard procedures. * Teach managers how to be exceptional listeners‚ and to receive and respond appropriately to constructive feedback. * Teach employees how to make suggestions even when they feel uncomfortable or when others don’t agree with them * Help everyone see the big picture and the value of their individual contributions. Employees who feel connected to the
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University of Winneba Human Resource Management BFG 525 Report on the manner in which recruitment‚ training and performance review are undertaken at Utrak financial services Ltd Rebecca Mensah 7111800015 June 22‚ 2012 Table of Contents Abstract……………………………………………………………………………….. 3 Introduction……………………………………………………………………………. 4 Statement of the Problem……………………………………………………………… 5 Scope and Delimitation of the Study………………………………………………….. 5
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customer satisfaction. Customer satisfaction with service quality can be evaluated by comparing presumption of service received with expectation of the service needed.(Google) In the case of COBE library‚ when it begins to provide service‚ it was only provides library service‚ but‚ now it gives various services. While in the expanding of the service it faces a number of constraints. These are complicated service hours‚ incompetent personnel‚ and poor performance. In general‚ customer satisfaction is
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(2006)‚ that they are designed to reflect. Meyer & Herscovitch ’s definitions of commitment. Meyer & Herscovitch (2001) propose that commitment is “a force that binds an individual to a course of action of relevance to one or more targets.” Employees are theorized to experience this force in the form of three mindsets:
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