CUSTOMER SATISFACTION IN INDIAN BANKING SECTOR By‚ Sushanta Chakraborty PGDM 1st year‚ SEC B Roll No. 57 INTODUCTION Business need to attract and establish a customer market and would need to retain it through satisfaction. That is the key to its business performance (Johnson et al. 2000). In order to attain this goal‚ a company should have a high satisfaction rate from its clients. The increasing competition
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CASE 5 MTN GROUP LIMITED Question 1: Why has MTN been successful? MTN has been successful due to the following reasons; 1. TARGET UNDERDEVELOPED MARKETS: MTN has operation in 21 Africa countries and the Middle East. Cellular telephones were popular in Africa because of lack of land line telecommunications in many countries. This boosted the company’s revenue with 43% increase in 2007 resulting to after tax profit of R11.9 ($1.6) billion. MTN strongest growth was in South Africa and Nigeria.
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DV 1. Customer satisfaction 1. Customer satisfaction is a key factor in formation of customer’s desires for future purchase (Mittal & Kamakura‚ 2001). 2. Furthermore‚ the satisfied customers will probably talk to others about their good experiences. This fact‚ especially in the Middle Eastern cultures‚ where the social life has been shaped in a way that social communication with other people enhances the society‚ is more important (Jamal & Naser‚ 2002). 3. Customer satisfaction leads to repeat
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In this essay we will be discussing the MTN Ayoba Campaign. We will firstly give a brief background of the MTN brand and then identify the objectives of the campaign. We will also be analyzing the market competition and category. We will briefly explain who we believe to be the target market and will lastly explain why the MTN Ayoba Campaign is successful. MTN is a communication company‚ focused on the African continent. MTN has been defined as “A global communications partner and world-class
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QUESTION 1 QUESTION 1.1 Market structure MTN and Vodacom 1.1.1 Introduction The South African mobile market structure can be classified as an oligopoly‚ or even a duopoly‚ with two firms‚ Vodacom and MTN of more or less the same size dominating the market. Both Vodacom and MTN have market shares of at least 35%. This implies that both firms can be classified as ‘dominant’ i.t.o. the Competition Act. It is also important to note that the combined market share of the two large players is approximately
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1.1 Origin of the Report: Practical orientation and evaluation of banks performance is a part of the BBA program provided by University of Dhaka. The proposed topic is “Customer Service & Measuring Customer Satisfaction of One Bank”. This report is the requirement of the practical orientation. Bank is a service oriented organization. So the practical orientation has been made an integral part of the BBA degree requirement. In this regard I went to One Bank Limited to take a practical exposure
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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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INTRODUCTION TO THE STUDY Customer satisfaction is defined as the measurement of how a company’s products or services meet or surpass its customer’s expectations. It is also a measure of how the customer perceives the way the company’s representatives dealt with his or her needs. Customer satisfaction plays an important role in determining the likelihood of an organization’s success and profitability over the long term. It is an important way of business to develop customer loyalty that in turn builds
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BISCUIT A biscuit (pron.: /ˈbɪskɨt/) is a baked‚ commonly flour-based food product. The term is applied to two distinctly different products in North America and the Commonwealth Nations and Europe. * In the United States and Canada‚ it is a small‚ soft‚ leavened bread‚ somewhat similar to a scone‚ though generally softer and fluffier. Although yeast may be used as a leavening agent‚ it is often replaced or supplemented with baking powder or baking soda. A Southern regional variation on the
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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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