IMPACT OF SWITCHING COST ON CUSTOMER SATISFACTION AND CUSTOMER RETENTION FOR INTERNET BANKING SERVICES: A STUDY BASED ON SRI LANKAN COMMERCIAL BANKS. BY N. M. GOONETILLEKE (2009/MISM/10) Submitted in accordance with the requirements for the degree of MASTERS IN INFORMATION SYSTEMS MANAGEMENT AT THE UNIVERSITY OF COLOMBO SUPERVISOR: DR. ANURA KARUNANAYAKE SEPTEMBER 2011 TABLE OF CONTENTS Page No Declaration ii Acknowledgment iii Abstract iv Table of
Premium Bank
sustainable competitive advantage in the product or services‚ first of all the company must focus on the core competencies. Core competencies is the things you can do better than your competitors in the critical‚ central areas of the company where the most value is added to company;s products. If a core competencies yields a long term advantage to the company‚ it is said to be a sustainable competitive advantage. A good core competencies is the one that able to open doors to other opportunities and able to
Premium Strategic management Management Knowledge
Strategic Analysis of the US Airline Industry in 2012 Case Questions 1. To what extent can the industry’s low profitability be attributed to the structure of the industry? 2. Which of Porter’s Five Forces has had the biggest impact in depressing industry profitability? Comparison of Airline Industry Structure (Regulation/Pre 1978 vs Deregulation/Post 1978) Oligopoly (Regulation) Perfect Competition (Deregulation) Concentration Few players Many players Entry & Exit Barriers Significant
Premium Monopoly Oligopoly Airline
1 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
Premium Maslow's hierarchy of needs
Eggers‚ Dave‚ and Nínive Clements Calegari. “The High Cost of Low Teacher Salaries.” The New York Times‚ The New York Times‚ 30 Apr. 2011. Dave Eggers is a well known and prestigious American publisher‚ writer and editor. He is most commonly known for his best selling memoir entitled A Heartbreaking Work of Staggering Genius. Eggers in addition is also the primary founder of the literary journal McSweeney’s and ScholarMatch‚ and a main co-founder of the literacy project 826 Valencia. Numerous pieces
Premium A Heartbreaking Work of Staggering Genius United States Dave Eggers
Chapter 7 Customer-Driven Marketing Strategy: Creating Value for Target Customers 1) When a company identifies the parts of the market it can serve best and most profitably‚ it is practicing ________. A) concentrated marketing B) mass marketing C) market targeting D) segmenting E) differentiation Answer: C Diff: 2 Page Ref: 191 Skill: Concept Objective: 7-1 2) What are the four steps‚ in order‚ to designing a customer-driven marketing strategy? A) market segmentation‚ differentiation
Premium Marketing Product differentiation
Walmart‚ a super retail store that offers a product for almost all needs at a low price‚ is guilty of closing many local mom and pop shops. The documentary film “Walmart the High Cost of Low Price” illustrates the effects felt by the local small business owners when a new Walmart opens in the area. Usually when there is a grand opening of a new business in an area there is a decrease in sales. When someone as large as Walmart moves into the area it is almost impossible to keep a local shop open for
Premium Wal-Mart Supermarket Retailing
CUSTOMER SATISFACTION IN THE MOBILE TELECOMMUNICATIONS INDUSTRY IN NIGERIA. Presented to Blekinge Institute of Technology‚ Department of Management‚ Ronneby‚ Sweden‚ in fulfilment of the requirement for the Degree of Master of Business Administration (MBA). BY: DR. ENIOLA SAMUEL SUPERVISOR: TOM MICHEL © December 2006 ABSTRACT Customer satisfaction is a fundamental marketing construct in the last three decades. In the past
Premium Mobile phone Customer service Service
organizational reputation on customer loyalty and service recommendation in the banking industry Nick Bontis and Lorne D. Booker DeGroote School of Business‚ McMaster University‚ Hamilton‚ Canada‚ and Alexander Serenko Faculty of Business Administration‚ Lakehead University‚ Thunder Bay‚ Canada Abstract Purpose – The overall purpose of this study was to develop an understanding of the mediating effect of organizational reputation on service recommendation and customer loyalty. Design/methodology/approach
Premium European Union law Causality Marketing
ECONOMICS OF AIRLINE MARKETS The purpose of this note is to provide background to the study of the airline industry by briefly discussing four important economic aspects of the industry: (1) the nature and measurement of airline costs; (2) economies of scope and hub-and-spoke networks; (3) the relationship between yields and market characteristics; and (4) the S-curve effect. The Appendix to this note contains a glossary of key terms used throughout the discussion. Airline Costs
Premium Costs Airline Aircraft