EFFECT OF AFTER SALE SERVICES ON CUSTOMER SATISFACTION AND LOYALTY IN AUTOMOTIVE INDUSTRY OF ETHIOPIA BY KINDYE ESSA MUSTOFA ADDIS ABABA UNIVERSITY COLLEGE OF MANAGEMENT‚ INFORMATION AND ECONOMICS SCIENCE MASTER OF BUSINESS ADMINISTRATION PROGRAM August 2011 EFFECT OF AFTER SALE SERVICES ON CUSTOMER SATISFACTION AND LOYALTY IN AUTOMOTIVE INDUSTRY OF ETHIOPIA A Thesis Submitted to the School of Graduate Studies of Addis Ababa University in Partial Fulfillment to the Requirements
Premium Customer service Customer satisfaction Service system
THIRTEEN CUSTOMER SERVICE FACTS BY: Michael A. Aun‚ CSP‚ CPAE Speaker Hall of Fame Reference - http://www.nsacentralflorida.com/Articles/Thirteencsfacts.pdf Thirteen Customer Service Facts. Fact Number One Dissatisfied customers tell an average of ten other people about their bad experience. Twelve percent tell up to twenty people. In very simple terms‚ bad news spreads rather quickly. Don’t think for a moment that your poor performance in servicing your client goes unnoticed. Not only
Premium John Cavil Sales Customer service
BS Architecture Olanio‚ Marc Q. BS Architecture Branches of Philosophy Main branches of philosophy Traditionally‚ there are five main branches of philosophy. They are: Metaphysics‚ which deals with the fundamental questions of reality. Epistemology‚ which deals with our concept of knowledge‚ how we learn and what we can know. Logic‚ which studies the rules of valid reasoning and argumentation Ethics‚ or moral philosophy‚ which is concerned with human values and how individuals should act
Premium Philosophy
Solution-Focused Brief Therapy in Integrated Settings People experience different types of moods throughout their lives. Throughout our nation‚ people are suffering from this mental illness. Depression affects people of both genders‚ all ages‚ and various backgrounds. Society has a different understanding of depression during different stages of a person’s life. In addition‚ depression relates to the state of low mood and a displeasure in activities affecting a person’s thoughts‚ behaviors‚ feelings
Premium Psychology Bipolar disorder Major depressive disorder
MANAGEMENT OF QUALITY Quality cannot be ignored; every purchasing decision is based on price and quality What is Quality? It’s the ability of a product or service to consistently meet or exceed customer expectations. Slogans related to quality: * Talk is cheap but recalls are not. * There is nothing is more frustrating than working hard and then knowing that what you did‚ didn’t work out. * People want to do good job‚ and we have to enable them. To meet or exceed customer expectations
Premium Quality assurance Quality management Process management
PART II IDEO 1. Why has IDEO been so successful? What is the most difficult challenge it face in conducting its research and designing its products? IDEO (pronounced “eye-dee-oh”) is an award-winning global design firm that takes a human-centered‚ design-based approach to helping organizations in the public and private sectors innovate and grow. They identify new ways to serve and support people by uncovering latent needs‚ behaviors‚ and desires. They envision new companies and brands‚ and
Premium Customer Design Customer service
This Management Philosophy is based on the principals that I have value and believe is what embodies a good leader. Following these principals will show you what to expect from me‚ what I expect of you‚ and so you can help me become a better leader. I lead by: Setting the right example by aligning actions and words with values. Making and keeping commitments. Earning credibility through the hard work efforts. Setting goals which are measurable and achievable. Encouraging others to reach their
Premium Sociology Gratitude Positive psychology
CDWP Competency Framework for the Customer Insight Profession Delivering a Professional Service Delivers a professional service that contributes to organisational effectiveness by: Delivering a Customer Focused Service Develops and delivers customer-led services by: Analysing‚ Improving and Changing Analyses and uses evidence to inform improvement and deliver change by: Managing People and Performance Manages people and resources‚ and applies project and programme management techniques
Premium Customer Customer service
(Please note you will not be marked on this; it is simply to provide your tutor with a brief outline.) Chain coffee shop with selection of pastry‚ cakes and sandwiches Section 1 – Understand the factors that affect an organisation and the customer service role 1. Complete the table below with a description of the products and services for at least two commercial organisations‚ public organisations and third sector organisations. Please ensure you provide a description for each organisation
Premium Customer service Customer Sales
Understanding and Reflection on Customer Behavior Introduction Currently it is difficult to fight for customers because customers’ purchasing intends to be more unpredictable. Marketers should have an insight to establish a marketing strategy based on understanding customer thinking and behaviors. Based on understanding concepts and importance of customer behavior‚ the research is mainly focused on marketing activities of Coca Cola‚ MacDonald’s‚ and British supermarket Sainsbury’. The paper
Premium Coca-Cola Marketing