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
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1.0 INTRODUCTION In managing the business which provides pure services to the customer‚ company need to ensure that the service delivered is meeting with expectation and satisfied the customer. The quality of services is considered to be a critical success factor for the service companies. Service is close conceptual as well as empirical link to customer satisfaction turned it into the core marketing instrument‚ making it the most researched area in services marketing (Fisk et al.‚ 1995; Bolton
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CUSTOMER LOYALTY EFFECT ON FAST FOOD BRAND RETENTION 1.0 Background of Research 2.1 Problem Statement Based on the analysis from Euromonitor International (2010)‚ the report indicated that consumer spending on food has increased over the years‚ from RM 32‚317.8 million (2005) to RM 44.121.5 million (2010). According to Abdul Rehman Muhammad‚ Zia-ur-Rehman and Dr. Waheed Akhtar (n.d.)‚ creating loyalty about any brand and to retain customers is an essential and crucial element and
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DEFINITION‚ MEANING‚ AND CONCEPT DEFINITION: Employee Retention involves taking measures to encourage employees to remain in the organization for the maximum period of time. Employee retention is a systematic effort by employers to create & foster an environment that encourages current employees to remain employed by having policies &practices in place that address their diverse needs. Retention is the process for members or volunteers remain active with the organization. Retention is not a particularly
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and techniques might contribute to the development of a business. Customer segmentation Study the market‚ its structure‚ identify attitudes and behaviours of consumers‚ this is the first step of marketing. Among the range of behaviours and characteristics of potential buyers‚ it is necessary to identify homogeneous groups or segments of customers‚ assess their importance and possible development. It should also define a relevant market: local‚ regional
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Employee Retention? 3. Importance of Employee Retention. 4. What makes employee leave? 5. Retention Myths. 6. Benefits of Attrition. 7. Employee Retention strategies. * Low Level * Medium Level * High Level. 8. Manager’s Role in Retention. 9. Bibliography Introduction Employee Retention involves taking measures to encourage employees to remain in the organization for the maximum period of time. Corporate is facing a lot of problems in employee retention these
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Applied H.R.M. Research‚ 2003‚ Volume 8‚ Number 2‚ pages 63-72 Organizational Application Managing Employee Retention as a Strategy for Increasing Organizational Competitiveness Sunil Ramlall‚ Ph.D. University of St. Thomas Research indicates that the total cost of employee turnover is about 150% of an employee’s salary. Because of this high cost of turnover‚ the organization that is the focus of this article sought to understand their employee’s turnover intentions and the reasons for the potential
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educated people. Forty-three percent of 1‚200 global CEOs surveyed by PwC late last year said hiring workers had become more difficult. A quarter of more than 300 U.S. employers in a Deloitte survey in December said the shortage‚ motivation‚ and retention of qualified talent was the most significant challenge they would face in the next three years‚ up from 16% a year earlier. "We are in a talent crunch that is being felt across the world‚" Ed Boswell‚ U.S. Advisory People and Change practice leader
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Monsoon Monsoon is traditionally defined as a seasonal reversing wind accompanied by corresponding changes in precipitation but is now used to describe seasonal changes in atmospheric circulation and precipitation associated with the asymmetric heating of land and sea. Usually‚ the term monsoon is used to refer to the rainy phase of a seasonally-changing pattern‚ although technically there is also a dry phase. The major monsoon systems of the world consist of the West African and Asia-Australian
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Employee Retention Definition of Retention According to Phillips and Connell (2003)‚ Retention is the percentage of employees remaining in the organization. Based on Carsen (2002)‚ Retention simply refers to how many of your current employees stick around over a given period of time. Definition of Compensation According to Mondy and Noe (2005)‚ Compensation is defined as a specific amount of rewards that are provided to employees in return for their services. According to Dessler and Tan (2009)
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