measurement of customer satisfaction Ï Ingrid Fecikova  The author Ï Ingrid Fecikova is a Lecturer at the Technical University of  Koice‚ Slovakia. s Keywords Customer satisfaction‚ Measurement‚ Customer retention‚ Customer loyalty‚ Profit Abstract Customer satisfaction (CS) has become an important issue for commercial and public service organisations. Companies win or lose based on what percentage of their customers they can keep. Success is largely about retention of customers‚ which again depends
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Starbucks case 1. There are numerous factors that paved the way for Starbucks’ success during the early nineties. I believe that one of their strengths was good knowledge of who their potential customers were and how to please them with their profile‚ assortment and services. One also has to take notice of their clear vision of becoming America’s third place‚ this tells me that they’ve had an aggressive vision from the start. And of course they’ve matched this with their strategy‚ from 1992-2002
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TELECOMMUNICATIONS IN NIGERIA : MTN 2001 TO 2009 AS A CASE STUDY CHAPTER ONE Introduction/Background to the Study Objectives of the Study Significance of the Study Scope and Limitation of the Study Research Methodology Literature Review End Notes CHAPTER TWO Telecommunications in Nigeria Historical Development of Telecommunications in Nigeria Introduction of Global System for Mobile Communication (GSM) in Nigeria End Notes CHAPTER THREE Origin and Growth of MTN in Nigeria MTN
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35-44 ISSN: 1309-2448 Customer Satisfaction for Cellular Phones in Pakistan: A Case Study of Mobilink Shakir Hafeeza SAF Hasnub Abstract: Abstract Customer satisfaction is a crucial element for the success of all businesses. One of the biggest challenges for a market is how to satisfy and retain the customers. The purpose of this study is to find the level of satisfaction and loyalty among the users of cellular phones. This study is based on Mobilink’s prepaid customers. The findings suggest
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Models of Customer Satisfaction Adriadne Aaron-Hill Peru State College Executive Summary This paper presents different models of customer satisfaction. Models are needed in customer satisfaction so that when measurements are taken there is a way to analyze the results. Companies who want to compete in their field must understand the purpose of customer satisfaction. The beginning stage of customer satisfaction is distinguishing between the customer and the consumer. A customer is an individual
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Measuring Customer Satisfaction Introduction Determining the do’s and don’ts of customer satisfaction should be regarded as an instrumental business practice. There should be nothing arbitrary about gathering information‚ and simply tracking numbers is a waste of time and effort. If an organization is not using good reliable data‚ then‚ most likely the organization is doomed to fail. According to James Evans and William Lindsay (2011)‚ “Meeting customer expectations (that is‚ providing satisfiers)
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Executive summary The report will have a close look on unethical business about telecommunication industry. We know that a lot of times the rights of consumers are not protected. Because of the much unethical behaviour in the industry‚ consumers often faced the choices between interest and social morality. In many cases this report has discovered that the unethical behaviours. The essay will also Analysis of each company and provides recommendations for investors. Introduction This report will
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External Analysis of the telecommunication industry Economic • Market analysis by Insight Research predicts that telecommunications-industry revenue will reach $1.2 trillion by the end of next year‚ and grow by a compounded rate of 5.9 percent to $1.6 trillion by 2010. • Telecommunication remains an important part of the world economy and the telecommunication industry’s revenue has been placed at just under 3% of the gross world product. • Mobile phones have had a significant
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BANK OF INDUSTRY INTRODUCTION. The Bank of Industry was created by the Federal Executive Council in January 2002 with the sole purpose of promoting and encouraging small and medium scale industries in Nigeria by providing long term financing to the industrial sector of the Nigerian economy. It was formed by the amalgamation of three already existing development financial institutions comprising: The Nigerian Bank of Commerce and Industry (NBCI)‚ The Nigerian Industrial Development Bank (NIDB) and
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that give customers what they want. Satisfied customers are loyal to those suppliers they feel best understand their requirements. As a result they will make repeat purchases and will recommend a business to their friends. On the other hand if the quality level is not met business will have to deal with consequences. Therefore‚ quality is important to a business for number of reasons. First of all is customer retention. Getting repeat business is the success to any business. If customers like product
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