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
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CHAPTER 1 INTRODUCTION INTRODUCTION ABOUT THE STUDY Under the modern marketing concept all marketing activities have to centre the consumer. Effective marketing therefore requires a clear picture of the consumer characteristics. Hence‚ it is the duty of business concern to study such factors to understand the consumer’s preference. Indian automobile industry is an ever growing industry. The industry has changed from being a seller’s market to a buyer’s market. Brand and media proliferation‚ information
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TARGET CHILD ABUSE When people think of child abuse they usually believe that abusers neglect and victimize all of their children equally. This is not always the case. Targeting one child for abuse is actually more common than people would believe. Many parents single out one individual child for their negative attention and abusive treatment. Typically these parents will also pick one child to be their favorite‚ showering that child with attention‚ praise‚ gifts and tolerance. The emotional
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An Overview of Customer Satisfaction Models Willard Hom‚ M.B.A. Interim Director of Research Policy‚ Planning & External Affairs Division Chancellor’s Office‚ California Community Colleges Abstract The concept of customer satisfaction has attracted much attention in recent years. Organizations that try to analyze this concept should begin with an understanding of various customer satisfaction models. Such models clarify various theories about customer satisfaction‚ making research and analysis
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Trend 1 Technical The provision of ‘second screen’ gaming One of this years’ trend in the game industry is introducing second-screen integration. We saw a lot of those coming out on E3 by console makers as well as publishers. “Microsoft revealed much more information on the interaction between tablets running Smart Glass and Xbox One games. In Roman action-adventure game Ryse‚ for example‚ players can use tablets to watch friends ’ concurrent progress through different levels‚ along with videos
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to function‚ it must first understand the needs of the customer. These needs may be based on the specific product‚ distribution of the product‚ or accessibility to the product‚ along with many other factors. The e-business revolution is a good example of understanding that the consumer is in need of fast service at their own time. Yantra Corp‚ a fulfillment software vendor in Tewksbury‚ MA states that “successful companies must let customers order products anywhere they sell them and fulfill orders
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business valuation of a company‚ especially one the size of Target‚ is a mystery but is often an integral part of planning‚ decision-making‚ strategic assessment‚ and maybe an equitable resolution to a touchy concern. Knowing what a business is worth and placing a value on it builds confidence so undervalue or overvalue of the business does not happen. Team C will perform a capital valuation of the retail merchandising chain Target. To obtain the answers needed for the valuation‚ Team C will
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Page 1 Customer Types My Experience with the Public Expository Writing Page 2 This is my perspective on the different personality types that I have experienced throughout my retail years. A description on the different personality types that a retail sales person encounters while on the job and how each can make his day worst or even better. Page 3 What thoughts run through a sales associates mind when they have nice customers? Consequently what effects does
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What Is Customer Service? Customer service has been defined in many ways. The challenge is that appropriate service means different things to different people. It is often easier for customers to identify inappropriate service‚ than to define what they should experience. Some Common Definitions of Customer Service “Customer service is a commitment of all employees in a company to make being a customer a completely positive experience one that everyone customer will want to experience time
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journey to make Customer Centricity the business model for how we operate. You would have recently gone through the Customer Centricity Training. Customer Centricity is a continuous journey to keep Customers at the center of everything we do. By seeing PNB MetLife through our customers’ eyes and reducing the effort they have to expend‚ PNB MetLife will create competitive advantage as targeted customers come to us‚ stay with us and buy more from us What is Customer Centricity? Customer Centricity
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