CUSTOMER SATISFACTION AND LOYALTY IN LOGISTICS SERVICES @ DHL EXPRESS (I) PVT LTD A PROJECT REPORT Submitted in Partial fulfillment of the degree of requirement for the award of MASTER OF BUSINESS ADMISTRATION (Marketing & HR) Submitted by GAURAB DUTTA Registration No: P07BA126 Under the guidance of Dr. S. Lalitha Prof. in Management Studies BHARATH UNIVERSITY SCHOOL OF MANAGEMENT STUDIES Chennai 600073 India May 2009 School of Management Studies 173‚ Agaram
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CUSTOMER SATISFACTION 1.0 INTRODUCTION Customer satisfaction is a term that normally used in manufacturing‚ business and marketing industries. This measurement benchmark is important for recognizing the potentiality of product or services demand in meeting the customer expectation and requirement. As the economy is now gearing towards globalization‚ remain competitive in product quality‚ reliability‚ creativity‚ innovative‚ competitive price and excellent customer service is vital in order
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The major causes of job satisfaction‚ how does job satisfaction impact productivity‚ absenteeism and turnover and how employee satisfaction is related to customer satisfaction in organizations. Job satisfaction is described as a positive feeling about a job resulting from an evaluation of its characteristic (Essentials of Organizational Behavior 10 edition‚ Stephen Robbins/Timothy Judge). According to Locke and Lathan (1976) the definition of job satisfaction is a pleasurable or positive emotional
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Figure 1 ACSI MODEL 5 Figure 2 - Kano Model 9 Chosen Topic The broad topic covered in this literature review is the area of Customer Satisfaction. The authors job is as a Customer Care Manager for Senator Windows for the past 15 years. The area of interest is therefore centred on the elements required to achieve the required level of customer satisfaction and also the methods that can be used to effectively measure it. Scope It would be desirable to limit the scope of the research to industry
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affects the profitability and the overall performance of a BPO company. Most likely‚ absenteeism will cause struggle to the Human Resource Department in looking for another employee who can temporarily fill-in the duty hours of the absentee. With such a background‚ the researchers decided to come up with this study to evaluate and identify the reasons why absenteeism is high among BPO employees. Theoretical Background This study is mainly focused on theories and concepts regarding absenteeism among
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Job satisfaction of nursing staff: integrative review ABSTRACT Job satisfaction consists of a feeling of wellbeing‚ resulting from the interaction of several occupational aspects‚ and may influence the worker’s relationship with the organization‚ clients and family. Hence‚ it becomes important for the quality of nursing care to reflect on this topic in depth. Therefore‚ this study aimed to examine the scientific evidence related to job satisfaction in Brazilian nursing. An integrative literature
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CONSEQUENCES OF CUSTOMER SATISFACTION AND DISSATISFACTION The consequences of not satisfying customers can be severe. According toHoyer and MacInnis‚ dissatisfied consumers can decide to: -• discontinue purchasing the good or service‚• complain to the company or to a third-party and perhaps return the item‚ or • engage in negative word-of-mouth communication.Customer satisfaction is important because‚ according to La Barbera andMazursky‚ “satisfaction influences repurchase intentions whereasdissatisfaction
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THE LEVEL OF CUSTOMER SATISFACTION OF DOK ALTERNATIBO PRODUCT USER’S IN BANSALAN An Undergraduate Research Presented to the Faculty of the College of Business Administration Program University of Mindanao Bansalan Campus Bansalan‚ Davao del Sur In Partial Fulfilment of the Requirements For the Degree of Bachelor of Science in Business Administration Major in Human Resource Management Major in Financial Management By: Lianne Mae P. Teves
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satisfied with their jobs‚ how might this satisfaction relate to their job performance‚ citizenship behavior‚ and turnover? Answer * Job satisfaction of the employees is an important factor because most of the time it determines the commitment and respect of the employees towards their employer and organization. The attitudes and the behaviors of the workers would vary based on the level of job satisfaction. For example: one with a higher level of satisfaction would be more dedicated towards his or
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nature of the jobs they are far from satisfying any normal worker‚ even if compensation is considered‚ but the jobs would be satisfying to a special breed of people who find the jobs as challenging. The four individuals displayed high levels of job satisfaction‚ job involvement and organizational commitment that enable them to accept the hardships as a positive challenge. These individuals are positive people because negative people are usually not satisfied with their jobs‚ more so if the jobs are
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