Service Loyalty
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A CASE STUDY of the CELLULAR INDUSTRY of GHANA AM Iddrisua
British Journal of Marketing Studies Vol.3, No.6, pp.15-30, July 2015 Published by European Centre for Research Training and Development UK (www.eajournals.org) ASSESSING THE IMPACT OF SERVICE QUALITY ON CUSTOMER LOYALTY: A CASE STUDY OF THE CELLULAR INDUSTRY OF GHANA A.M. Iddrisua, I.K. Noonib , Fiankoc, K.S., W. Mensahd a Department of Marketing, University of Professional Studies, P.O. Box LG 149, Accra-Ghana b Centre for Data Processing and Geo-spatial Analysis, P.O. Box OS 278, Accra Ghana c Faculty of Business, The Graduate School, Ghana Technology University College. PMB 100, Tesano. Accra-Ghana. dFaculty of Business, Marshal University College ABSTRACT: The study investigated the relationship between service quality and customer loyalty in the Cellular industry of Ghana. The research was conducted after the introduction of the Mobile Number Portability (MNP) system. The SERVQUAL model was used to measure relationship between service quality and customer loyalty among cellular service providers with customer satisfaction mediating these variables. Survey questionnaire was used to collect 311 data from mobile users who are subscribers of 5 of the major cellular firms in Accra Metropolis of Ghana. The data was analysed using correlation and multiple regression analysis. The findings revealed that service quality variables such as Tangibles, Responsiveness, Reliability, Assurance and Empathy have a positive influence on customer loyalty through customer satisfaction. The result further revealed customer satisfaction has a direct relationship with customer loyalty. The study recommends that mobile operators endeavour to improve the quality of mobile services offered to clients. KEYWORDS: Service quality, SERQUAL model, Customer loyalty, Customer satisfaction, Dimension. -
Service Development by Using Servqual and Quality Function Deployment in Private Banking Industry
International Journal of Recent Technology and Engineering (IJRTE) ISSN: 2277-3878,Volume-8, Issue 1C2, May 2019 Service Development by using Servqual and Quality Function Deployment in Private Banking Industry Jeyaprabha B, C Sundar 1. INTRODUCTION: Abstract. This study aimed to analyse and investigate the Service quality acts as mandate for the organization to various factors responsible for the quality of banking services survive in today’s competitive, aggressive and fierce and various other factors which are responsible to pull down the service level to some extent. In crux, improvement of quality of condition, those associations will be progressively effective banking services using Quality Function Deployment is the motto in the field of rivalry that exceed different contender to of the study. QFD matrix has two main requirements. One is address customers’' issues and requests. In different words, Customer requirement which captures the Voice of the customers clients are engaged and issues are considered from the point and the second is technical requirements which in turn capture of view of clients. The target of all administration the technical aspect for the same. SERVQUAL model of quality establishments is to furnish fitting administrations with high gap has been used to identify the Service requirement from the customer through a well structured questionnaire. A team of calibre and fulfilled by the custom. In the current scenarios, banking personnel who has rich experience in the field have been quality is characterized as per the client's needs and that identified and interviewed to come up with the technical client assumes a focal job in controlling the exercises of the requirement which could satisfy the customer requirement. -
M.Com. 118 Consumer Behaviour and Services Marketing
M.Com. 118 Consumer Behaviour and Services Marketing Unit Unit Title Content No. 1 Consumer Behaviour Meaning and Definition of Consumer Behaviour. Need and Advantages to Study Consumer Behaviour. Models of Consumer Behaviour Economic, Learning, Sociological and Psychological Models and other relevant Models. 2 Consumer Motivation. Introduction, needs, objectives and Scope of Consumer Motivation. Overcoming Problems of Motivational Conflict. Defence Mechanism. Motive arousal, Motivational theories 3 Consumer Personality: Consumer attitudes, beliefs, feelings and Behaviour Learning Memory and Consumer Learning attitudes and components of learning Involvement Memory system, memory process, concept of involvement, dimensions of involvement 4 Cultural and Social Characteristics of Culture, values, sub cultures, cross cultural and multi-cultural influences on Consumer Behaviour. Influences on Social Class and Group influences on Consumer Behaviour with regard to money and other status symbols, conformity to Consumer Behaviour group norms behaviour and Influence, family life influences, standard of life and living Influences. 5 Introduction to Services Meaning, Definition and Characteristics of Services, Types of Services, Core and Augmented Services, Difference between goods and Services, Relevance, changes and trends in the present growing service sector. 6 Designing Suitable Designing of Services Mix with reference to Product and Price: Service Development Strategies, The Service Delivery Services Marketing Process, Pricing of Services, -
Services Marketing
NUS BUSINESS SCHOOL NATIONAL UNIVERSITY OF SINGAPORE Course Outline BZ3612 - Services Marketing Instructor: A/P Jochen Wirtz, Ph.D. Office: BIZ 2 #03-08 Telephone: +65-6874-3656 Email: [email protected] IVLE: http://ivle.nus.edu.sg/workspace/search/template.asp?courseid=BZ3612_JW Table of Contents A. Course Objectives, Expectations & Assessment................................................................................... 2 B. Time Table ............................................................................................................................................ 3 C. Overview – Assignments ....................................................................................................................... 4 D. Outline of Lectures and Readings ........................................................................................................ 5 E. Case & Group Presentation Questions................................................................................................. 9 F. Guidelines for Group Presentations ................................................................................................... 13 G. Guidelines for Individual Assignments............................................................................................... 14 H. Required Text & Supplementary Readings ....................................................................................... 16 I. Assessment Forms .............................................................................................................................. -
An Analysis of Market Development Strategy of a Point·Of·Sale Solutions Provider's Market Research Database
AN ANALYSIS OF MARKET DEVELOPMENT STRATEGY OF A POINT·OF·SALE SOLUTIONS PROVIDER'S MARKET RESEARCH DATABASE by Ahmed H. Medina PROJECT SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE DEGREE OF MASTER OF BUSINESS ADMINISTRATION In the Faculty of Business Administration Management of Technology Program © Ahmed H. Medina 2007 SIMON FRASER UNIVERSITY Summer 2007 All rights reserved. This work may not be reproduced in whole or in part, by photocopy or other means, without permission of the author. APPROVAL Name: Ahmed H. Medina Degree: Master of Business Administration Title of Project: AN ANALYSIS Of MARKET DEVELOPMENT STRATEGY Of A POINT-Of-SALE SOLUTIONS PROVIDER'S MARKET RESEARCH DATABASE Supervisory Committee: Dr. Michael Brydon Senior Supervisor Faculty of Business Administration Dr. Jan Kietzmann Instructor Date Approved: Ap(\ I ~O, JOol II SIMON FRASER UNIVERSITY LIBRARY Declaration of Partial Copyright Licence The author, whose copyright is declared on the title page of this work, has granted to Simon Fraser University the right to lend this thesis, project or extended essay to users of the Simon Fraser University Library. and to make partial or single copies only for such users or in response to a request from the library of any other university, or other educational institution, on its own behalf or for one of its users. The author has further granted permission to Simon Fraser University to keep or make a digital copy for use in its circulating collection (currently available to the public at the "Institutional Repository" link- of the SFU Library website <www.lib.sfu.ca> at: <http://ir.lib.sfu.ca/handle/1892/112>)and,withoutchangingthecontent.to translate the thesis/project or extended essays, if technically possible, to any medium or format for the purpose of preservation of the digital work. -
Corporate Communication & Marketing(202)
Corporate Communication & Marketing(202) UNIT – 1 Introduction to Corporate Communication Corporate communication is a set of activities involved in managing and orchestrating all internal and external communications aimed at creating favourable point of view among stakeholders on which the company depends.[1] It is the messages issued by a corporate organization, body, or institute to its audiences, such as employees, media, channel partners and the general public. Organizations aim to communicate the same message to all its stakeholders, to transmit coherence, credibility and ethic. Corporate Communications help organizations explain their mission, combine its many visions and values into a cohesive message to stakeholders. The concept of corporate communication could be seen as an integrative communication structure linking stakeholders to the organization. Methods and tactics Three principal clusters of task-planning and communication form the backbone of business and the activity of business organizations. These include management communication, marketing communication, and organizational communication. • Management communication takes place between management and its internal and external audiences. To support management communication, organizations rely heavily on specialists in marketing communication and organizational communication.[citation needed] • Marketing communication gets the bulk of the budgets in most organizations, and consists of product advertising, direct mail, personal selling, and sponsorship activities. • Organizational -
An Unified Framework for Measuring E-Service Quality
Engineering, Technology & Applied Science Research Vol. 9, No. 3, 20 19 , 4249 -4254 4249 An Unified Framework for Measuring E-Service Quality Mohammed Ateeq Alanezi Ali Sellami College of Computing and IT, College of Computing and IT, Shaqra University, Saudi Arabia Shaqra University, Saudi Arabia [email protected] [email protected] Abstract —Companies continually seek efficiency by utilizing the the second explores theory in the form of technology rapid advances in technology to improve their electronic services acceptance models that are applicable in the field. (e-services). A perusal of the literature shows varying approaches for measuring e-service quality; these approaches have found A. E-Service little consent among reviewers. Therefore, this study attempts to The e-service concept is increasingly used as an important provide a new framework, a roadmap, as a useful model for determinant of a successful online environment [4]. Before researchers to measure user perception of e-service quality. For considering e-service quality, a definition of the term e-service this model, an extensive study is carried and these study findings is useful to ground the discussion. Again, there is little indicate that system functionality, procedure, content, user agreement regarding the parameters of e-service, as the field support, and manageability should be included in an empirical has not yet matured [8]. E-service can be simply defined as research model for measuring e- service quality. providing service to users electronically [9]. More elaborately, e-service is defined as “deeds, efforts or performances whose Keywords-electronic service; e-service quality; framework introduction delivery is mediated by information technology. -
Pricing Strategies for Services
Pricing Strategies for Services "Name Your Own Price" with Priceline.com Priceline.com was launched in 1998 to give customers some leverage William Shatner (best known for his role of Captain Kirk in Star Trek), in purchasing a variety of services.1 Using the slogan, "Name Your Priceline soon became one of the most widely recognized brand Own Price," the Internet-based company invited price-conscious con names in e-commerce. sumers to make offers for services such as airline tickets, hotel rooms, But in spite of Priceline's promising start, things began to go rental cars, long-distance phone service, and mortgages. In addition to wrong in 2000. Instead of taking a markup on the inventory that it helping customers save money, Priceline offered sellers an opportunity held and resold, Priceline sometimes found itself selling rooms, tick to generate incremental revenue without disrupting their existing dis ets, and even gasoline at prices below its own cost. There was a tribution channels or retail pricing structures. growing number of complaints, ranging from hidden airline charges Priceline termed its approach a demand collection system. to shabby hotel facilities; consumer dissatisfaction was compounded Through its Web site, the firm collected consumer demand (in the form by poor customer service, eventually leading to an investigation by of individual bids guaranteed by a credit card) for a particular service the attorney general in the company's home state of Connecticut at prices set by those customers. It then communicated that demand and expulsion from the local Better Business Bureau. The company's directly to participating sellers or to their private databases. -
Service Quality and Customer Satisfaction in Public Sector Organizations: a Case Study of the Commission on Human Rights and Administrative Justice
SERVICE QUALITY AND CUSTOMER SATISFACTION IN PUBLIC SECTOR ORGANIZATIONS: A CASE STUDY OF THE COMMISSION ON HUMAN RIGHTS AND ADMINISTRATIVE JUSTICE. BY AMANFI JNR., BENJAMIN (B. A. INTEGRATED DEVELOPMENT STUDIES) PG4085010 A Thesis Submitted to the Institute of Distance Learning, Kwame Nkrumah University of Science and Technology in Partial Fulfillment of the Requirements for the Degree Of COMMONWEALTH EXECUTIVE MASTERS IN BUSINESS ADMINISTRATION INSTITUTE OF DISTANCE LEARNING, KNUST JULY, 2012 i DECLARATION I hereby declare that this submission is my own work towards the CEMBA degree and that, to the best of my knowledge, it contains no material previously published by another person nor material which has been accepted for the award of any other degree of the University, except where due acknowledgement has been made in the text. BENJAMIN AMANFI JNR (PG4085010) …………………………….. ……………………….. ………………….. Student‟s Name & ID Signature Date Certified by: JOHN BAIDEN ……………………………… ……………………….. ………………… Supervisor‟s Name Signature Date Certified by: PROF. I. K. DONTWI ……………………………. ……………………….. ……..…………. Dean, IDL Signature Date ii DEDICATION I dedicate this work to my dear and supportive wife, Mrs. Annie Amanfi and my two adorable daughters, Jessica Nana Ama Amanfi and Bettina Mame Araba Amanfi. iii ACKNOWLEDGEMENTS First and foremost, I express my profound gratitude to Almighty God for his protection, mercies and for granting me the grace to come this in my academic endeavours. I am also grateful to my supervisor, Mr. John Baiden for his guidance, encouragement and painstakingly scrutinizing my work and offering the needed directions. I am also indebted to Miss Christina Yankson, for diligently typing the entire work. Finally, I am grateful to the Management and my colleague employees of the Commission on Human Rights and Administrative Justice, for their help and contribution towards this project. -
SERVQUAL and SERVPERF: a Review of Measures in Services Marketing Research by Mohd
Global Journal of Management and Business Research Marketing Volume 13 Issue 6 Version 1.0 Year 2013 Type: Double Blind Peer Reviewed International Research Journal Publisher: Global Journals Inc. (USA) Online ISSN: 2249-4588 & Print ISSN: 0975-5853 SERVQUAL and SERVPERF: A Review of Measures in Services Marketing Research By Mohd. Adil, Dr. Odai Falah Mohammad Al Ghaswyneh & Alaa Musallam Albkour Aligarh Muslim University, Aligarh, India Abstract - In India, the service sector has assumed greater economic importance over the past decade and enjoys the largest share in GDP. Banking and financial services, being an important part of service sector, are facing critical challenges to compete with the international players while satisfying customers by offering quality services. As delivering quality service to customers is a must for success, it needs to be continuously evaluated. Extant literature on the subject supports the contention that SERVQUAL and SERVPERF are the two most prominent scales forming the genesis for service quality assessment in different service sectors. Present paper attempts to present a review of the above mentioned two scales in an elucidative, concise and thoroughly documented manner. It also tries to posit the best approach of evaluating service quality in a more efficient and valid method for marketing managers/researchers in Indian context. Keywords : SERVQUAL, SERVPERF, service quality, scale, India. GJMBR-E Classification : JEL Code: M00, M31 SERVQUALandSERVPERFAReviewofMeasuresinServicesMarketingResearch Strictly as per the compliance and regulations of: © 2013. Mohd. Adil, Dr. Odai Falah Mohammad Al Ghaswyneh & Alaa Musallam Albkour. This is a research/review paper, distributed under the terms of the Creative Commons Attribution-Noncommercial 3.0 Unported License http://creativecommons.org/licenses/by-nc/3.0/), permitting all non-commercial use, distribution, and reproduction in any medium, provided the original work is properly cited. -
Services Branding Strategies: Using Corporate Branding to Market Educational Institutions
View metadata, citation and similar papers at core.ac.uk brought to you by CORE provided by ResearchOnline@ND The University of Notre Dame Australia ResearchOnline@ND Business Conference Papers School of Business 7-2008 Services Branding Strategies: Using Corporate Branding to Market Educational Institutions Joo-Gim Heaney University of Notre Dame Australia, [email protected] Michael Heaney Follow this and additional works at: https://researchonline.nd.edu.au/bus_conference Part of the Business Commons This conference paper was originally published as: Heaney, J., & Heaney, M. (2008). Services Branding Strategies: Using Corporate Branding to Market Educational Institutions. Academy of World Business, Marketing and Mangement Development Conference. This conference paper is posted on ResearchOnline@ND at https://researchonline.nd.edu.au/bus_conference/1. For more information, please contact [email protected]. Academy of World Business, Marketing & Management Development Volume 3 No. 1, July 2008 Conference Proceedings SERVICES BRANDING STRATEGIES: USING CORPORATE BRANDING TO MARKET EDUCATIONAL INSTITUTIONS Joo-Gim Heaney The University of Notre Dame Australia, Sydney Michael F Heaney The Cranbrook School, Sydney ABSTRACT Corporate Branding has been suggested as an appropriate branding strategy for branding services as opposed to service product branding (Dall’Olmo Riley and de Chernatony, 2000). As corporate branding takes into account the perspectives of various stakeholders associated with the organization, this concept then becomes a crucial strategy when branding and marketing educational institutions. This paper provides an important theoretical contribution to services marketing literature by providing conceptual applications of corporate branding to educational institutions. The paper also examines how different stakeholders including staff, students, admissions officers and other related faculty and parents can be integrated to enhance the branding of education. -
“A Conceptual View of Branding for Services”
“A Conceptual View of Branding for Services” AUTHORS J. Charlene Davis ARTICLE INFO J. Charlene Davis (2007). A Conceptual View of Branding for Services. Innovative Marketing , 3(1) RELEASED ON Thursday, 08 February 2007 JOURNAL "Innovative Marketing " FOUNDER LLC “Consulting Publishing Company “Business Perspectives” NUMBER OF REFERENCES NUMBER OF FIGURES NUMBER OF TABLES 0 0 0 © The author(s) 2021. This publication is an open access article. businessperspectives.org Innovative Marketing, Volume 3, Issue 1, 2007 7 A CONCEPTUAL VIEW OF BRANDING FOR SERVICES J. Charlene Davis* Abstract One of the most valuable resources a business has is the reputation of its brands. While a signifi- cant body of research exists to guide marketers of physically tangible products in their branding efforts, little study has been given to branding in the services area. Given the significance of ser- vices to the global economy, this absence is noteworthy and worthy of further investigation. This paper provides justification for incorporating branding strategies in a services setting and services inclusion in branding research, along with a conceptual overview of how branding may be viewed in a services context. Key words: brands, branding, brand equity, services. Introduction How do consumers use brand names to purchase services? Why are consumers willing to pay a premium price for certain brands and not others? Stated differently, what utility do consumers of brand name products receive? Given the market indications that consumers are more value con- scious than ever, the phenomenon of paying a premium price for comparable quality due to the product's brand name would seem contradictory, but is well documented in the brand equity litera- ture (Aaker, 1991; Barwise, Higson, and Likierman, 1990; Bello and Holbrook, 1995).