Chapter 2 LITERATURE REVIEW Chapter – 2 Literature Review R esearch has indicated that service quality has been increasingly recognized as a critical factor in the success of any business (Parasuraman et al.‚ 1988) and the banking sector in this case is not exceptional. Service quality has been widely used to evaluate the performance of banking services (Cowling and Newman‚ 1995). The banks understand that customers will be loyal if they receive greater value than from competitors
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Title : Establishing profitable customer loyalty for multinational companies in emerging economies Reference Bowen‚ John T. and Shiang-Lih Chen (2001)‚ “The Relationship Between Customer Loyalty and Customer Satisfaction‚” International Journal of Contemporary Hospitality Management‚ 13 (5)‚ 213–17. Research Problem : establishment of “profitable customer loyalty” Problem Analysis : Inspite of investing time resource and finance there is no guarantee of sucesss. RELATED RESEARCH
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TOPIC: FACTORS AFFECTING JOB SATISFACTION OF THE STAFF IN CAN THO UNIVERSITY OF MEDICINE AND PHARMACY - VIET NAM Phan Thi Luyen‚ Master of Education in Educational Management Mahidol University‚ Thailand Introduction: Can Tho University of Medicine and Pharmacy has been established since December 25th‚ 2002 based on the Decision No 184/2002/QĐ-TTg of the Prime Minister to be the first and the only medical university in the Mekong Delta‚ in the South West of Viet Nam. Its establishment helps
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Customer satisfaction is an important issue in a business because it drives revenues‚ market share‚ and competitive strength. Organisations often think the way to measure customer satisfaction is to examine the number of customer complaints. The problems with this method is that it is reactive‚ it only responds‚ if at all‚ after the event and it does not really measure satisfaction only dissatisfaction. Some important factors that help us understand and determine how satisfied or dissatisfied
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A STUDY ON CUSTOMER SATISFACTION ABOUT THE SERVICE RENDERED BY THE TRUE SAI WORKS WITH REFERENCE TO PASSENGER CARS IN SALEM CITY [pic] Submitted to The True Sai Works‚ Salem. Requirement for the award of degree of Bachelor Of Business Administration (B.B.A.) Submitted by N.NIZAR AHAMED (Regd. No; 07AHA1488) Under the guidance of Mr. C.Mugunthan‚ M.com.‚ M.Phil.‚ (Head of the Department-Management) SALEM SOWDESWARI COLLEGE (SFC) Affiliated to Periyar University‚ Salem-636010
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SUMMER TRAINING PROJECT REPORT ON “EMPLOYEE SATISFACTION” {Submitted in partial fulfillment for the award of degree of B.B.A}
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customer satisfaction. Customer satisfaction with service quality can be evaluated by comparing presumption of service received with expectation of the service needed.(Google) In the case of COBE library‚ when it begins to provide service‚ it was only provides library service‚ but‚ now it gives various services. While in the expanding of the service it faces a number of constraints. These are complicated service hours‚ incompetent personnel‚ and poor performance. In general‚ customer satisfaction is
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As most people spend the majority of their life at work job satisfaction is an important element of everyone’s individual well-being. “Job satisfaction is a positive feeling that one gets about a job resulting from an evaluation of its characteristics (Robbins‚ S. P.‚ & Judge‚ T. A. pg. 75‚ 2013).”The top five factors and why they are important to me would have to be job security‚ relationship with co-workers‚ safety with in the work place‚ compensation / pay‚ and benefits. Job security Job security
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• While analysing a company’s product‚ a common fallacy can be focusing on the final outlook of the product and that gives rise to a naïve approach. Analysts should consider and analyse all major product decisions that the company may have carried out including quality‚ features‚ options‚ style‚ brand name‚ packaging‚ sizes‚ after-sales services‚ warranties‚ returns‚ etc. Moreover‚ the company’s position‚ as well as marketing strategy in the market‚ can be judged on the basis of its product mix including
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choice affects socioeconomic status‚ friends‚ political values‚ residence location‚ childcare‚ job stress‚ and many other aspects of life. And while income is important in both career selection and career longevity‚ so are achievement‚ recognition‚ satisfaction‚ security‚ and challenge. A person has a choice in calling work a job or a career. This decision usually accounts for factors such as time and interest the person puts into the work. In most cases‚ the work will be considered a job when the
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