Customer Satisfaction in the Banking Industry Case Study – Barclays Bank of Kenya Ltd. Customer satisfaction is a major issue in almost all sectors. This can basically determine the success and profitability of a company as a satisfied customer would most likely to ‘spread the good word’ or would have be happy to do business again with the firm. It is an important theoretical and practical issue for market researchers and consumer researchers (Meuter et al‚ 2000). With positive results in most research
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Term paper On Customer satisfaction of Grameenphone limited Term paper On Customer satisfaction of Grameenphone limited Submitted to Md. Moktar Ali Associate professor Department of Marketing University of Dhaka Submitted by Md. Masum-ul-Hoque ID: Md. Ehsanul Hoque ID: 41018044 Md. Amin ID: Department of Marketing University of Dhaka Date of submission: 8 August‚ 2011 Letter of Transmittal 08 August‚ 2011. Md. Moktar Ali Associate professor Department of Marketing Faculty of Business
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Delhi Business Review X Vol. 13‚ No. 1 (January - June 2012) DETERMINANTS RETAIL SATISF CTION TISFA DETERMINANTS OF RETAIL CUSTOMER SATISFACTIO N ORGANISED RETAIL STUDY A STUDY OF ORG ANISED RETAIL OUTLETS IN DELHI Manish Madan * Sima Kumari ** P THE study investigates the detailed information about the growth of retailing industry in India. It examines the growing awareness and brand consciousness among people across different socio-economic classes in India‚ and how the urban and semi-urban
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quality has been recognized as a key factor in differentiating service products. Customer satisfaction can be secured through high quality products and services (Getty & Getty‚ 2003; Gupta & Chen‚ 1995; Tsang & Qu‚ 2000). Edvardsson (1996) reflected that the concept of service should be approached from the customer ’s point of view‚ since it was his/her perception of the outcome that constituted the service. Customers may have different values and different grounds for assessment and most of the time
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Customer Satisfaction in Banking Introduction Aiming for the customer satisfaction is the most challenging task in every organization. Through the satisfied customers‚ a firm an easily measure the effectiveness of the business‚ its potential and position in the industries‚ and the areas that are needed to polish and improve. Keeping the trust of a customer is not an overnight miracle but with full of patience and bountiful of effort. Background and Problem Statement The products and services
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strategies in the Marketing of financial services in ICICI Bank 2011 TABLE OF CONTENTS: Preface Executive Summery o Research objectives Introduction o Scope Research o Research methodology o Sampling o Data collection Literature review Data Analysis and interpretation o Online banking o iMobile o PAYBACK o Privilege Banking o ATM Banking Recommendation Conclusion Reference Suryabala.S Page 1 The effects of Promotional strategies in the Marketing of financial services
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CUSTOMER SATISFACTION IN HOTELS IN CAPE TOWN MBUNGWANA CHRISTINE LUNGISWA 2009 CUSTOMER SATISFACTION IN HOTELS IN CAPE TOWN by MBUNGWANA CHRISTINE LUNGISWA Dissertation submitted in fulfilment of the requirements for the degree Master of Technology: Quality in the Faculty of Engineering at the Cape Peninsula University of Technology Supervisor: A Bester Co-supervisor: Prof. Dr. J A Watkins D. Phil.‚ D. Com.‚ Ph. D. Bellville November 2009 ii DECLARATION I‚ Christine Mbungwana‚ hereby
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An Analysis of the Satisfaction of late night Grocery Shoppers: The Case of Tesco ABSTRACT The research aims to have a deeper understanding of the factors that influence customer satisfaction at Tesco especially at night shifts. It also tries to erect a framework for the understanding of the physical and mental hazard that the shift workers have to encounter in their night shift work. It starts with the general discussion about the customer satisfaction‚ marketing process and other general
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9001:2008 Clause 8.2.1 P017 Customer Satisfaction Procedure Company Name/Logo Document No Uncontrolled Copy COMPANY PROPRIETARY INFORMATION Controlled Copy Rev Date Prior to use‚ ensure this document is the most recent revision by checking the Master Document List. To request a change‚ submit a Document Change Request to the Document Control Representative. Company Name/Logo P017 Customer Satisfaction Procedure Contents P017 Customer Satisfaction Procedure .................
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weaknesses of customer satisfaction as a performance measure in this case? In general? In the past‚ banks generally would not use customer satisfaction as one of the indicators for the performance evaluation. However‚ customers’ service expectation has become much higher and highly related to the profitability of the bank in the 1990s’. Customers are requesting comprehensive selection of banking products with thorough customer service. Under the trend‚ Citibank added the customer satisfaction as non-financial
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