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Customer Satisfaction and Customer Loyalty – A Review Paper
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Impact ofaftersaleservicecharacteristicsoncustomersatisfaction
Impact ofaftersaleservicecharacteristicsoncustomersatisfaction
AswinSiva3
As it’s known business rely on the customers it means the profitability of any company change depending on customer demand. Due to that, it’s necessary to treat customer as the king of the market. In another meaning, Customer satisfaction is very important issue to company’s product which it measures the level of probability between company’s product and customer belief in which the happier customer with quality and types of products more products and more profit will occur. The purpose of this project was to determine the Impact of technical and functional service quality on the customer satisfaction and loyalty. Though conducting a survey number of results was collected, and the results belong to their view about different types of platform which they used for online meeting and academic stuff. Different nationality participates in this project including (Kurdish, Turkish, Arabic, Turkmen, Indian, Pakistan, Uzbek, Nigerian and British) with having different position such as head of the faculty, instructor, academic staff, head of the department and etc. in number of universities in Kurdistan region of Iraq. As it’s shown in chapter three Excel software was used to calculate collected data through (co-variance, correlation and regression analysis) methods. And Based on the result fulfillment, privacy issues were affected the customer satisfaction and loyalty.
Impact of Service Quality on the Customer Satisfaction: Case study at Online ...
Impact of Service Quality on the Customer Satisfaction: Case study at Online ...
AI Publications
Prof. Dr. Hapzi Ali, CMA Universitas Mercu Buana (Mercu Buana University), Jakarta Indonesia Bidang Ilmu: Marketing & Business Management, Research Method, MIS, Good Corporate Governance www.mercubuana.ac.id. email: hapzi.ali@gmail.com, hapzi.ali@mercubuana.ac.id
6. hapzi ali, et al., 2016, mercu buana univversity,iosr jbb
6. hapzi ali, et al., 2016, mercu buana univversity,iosr jbb
Hapzi Ali
International Research Journal of Finance and Economics ISSN 1450-2887 Issue 60 (2010) © EuroJournals Publishing, Inc. 2010 http://www.eurojournals.com/finance.htm Factors Affecting Customer Satisfaction Muzammil Hanif Department of Management Science Army public college of Management Sciences Rawalpindi, Pakistan E-mail: [email protected] Sehrish Hafeez Department of Management Science Army public college of Management Sciences Rawalpindi, Pakistan E-mail: [email protected] Adnan Riaz Lecturer, Department of Business Administration Allama Iqbal Open University Islamabad Pakistan E-mail: [email protected] Abstract Factors affecting customer satisfaction is of worth importance in order to know the reasons or the factors which are responsible to create satisfaction among customers for a particular brand. Customer satisfaction is established when brand fulfills the needs and desires of customers. In this research study, the subscribers of telecom sector or the mobile service providers like Ufone, Mobilink, Telenor etc operating in Pakistan were targeted as the population while Price Fairness and customer services were the taken as predicting variables towards customer satisfaction as criterion variable. The results showed that both the factors significantly contributed to explain customer satisfaction but comparatively price fairness had the larger impact on customer satisfaction than customer services. Conclusion and implications of the study are also discussed based on the analysis. Keywords: Customer satisfaction, price fairness and customer service 1. Introduction The origin of telecommunication services in Pakistan can be traced back to 1947 that was followed by a major change in 1962 when telegraph and telephone services were separated by the establishment of independent T & T and postal department. Later on developments were made in the provision of telecommunication services to the customer on consistent basis but from the last two decades revolutionary changes in the telecom sector have taken place with the introduction of mobile telephony. This shift brought Pakistan telecommunication sector into a new era of growth and progress that had a great impact on its subscribers who became more sensitive about the service quality, pricing and switching barriers. Telecommunication is the dominant industry from the last decade comparing others in Pakistan on account of substantial contribution to the national exchequer. Not only national but international companies started operations in Pakistan and created stiff competition nation wide. This competitive International Research Journal of Finance and Economics - Issue 60 (2010) 45 environment caused brand consciousness among subscribers and potential buyers. Researches show that various factors impart in creating the awareness, satisfaction, loyalty, and sense of belongingness toward brands of any kin ...
International Research Journal of Finance and Economics IS.docx
International Research Journal of Finance and Economics IS.docx
vrickens
https://www.irjet.net/archives/V6/i6/IRJET-V6I6390.pdf
IRJET- A Study on the different Elements of Customer Loyalty and its Impact o...
IRJET- A Study on the different Elements of Customer Loyalty and its Impact o...
IRJET Journal
IISTE-call for paper www.iiste.org/Journals
11.appraisal relationship between service quality and customer satisfaction i...
11.appraisal relationship between service quality and customer satisfaction i...
Alexander Decker
Objective: Identifying different factorsand views of customers in the constructionindustry. To set a context in which produce relative and useful measures ofservice performance. Improvising the facilities in the construction industry and measuring the needs of the customer inthe construction industry. Methods: Usingthe Benchmark, the performance measurement study will be done using the data collectedthrough the questionnaire that is submitted to the customer, also issuing thequestionnaire to the company and obtain the company hierarchy and Measure thecustomer satisfaction Through analysing the results from the software SPSS(Statistical Package For TheSocial Sciences). Findings: Recognize that customer needs differsignificantly. A customer may have diverse requirements for variousundertakings; that same customer's project needs may change after some time. The expense might be the most critical standardfor a customer on one anticipate, while timetable might be an essential model on another. Therefore it isunrealistic to build up "the" rundown of customer needs that isproper for each project. A temporary worker with learning accumulated aboutevery customer and their projects will need to recognize the most imperativecriteria for its customers on every undertaking. Once those criteria aredistinguished, the temporary worker can plan the customers' desires that arecritical in any thought of satisfaction. The variables recognized must beanalyzed as far as desires to comprehend their potential part in customersatisfaction. Customer facilities are forthe most part seen as one of the variables that enhancethe execution of an association, individual or group administration'scommitment to customer facilities sways worker dispositions and seen to add tohigher customer satisfaction and maintenance. Improvements: Besides theperformance measures used in the research (internal and overall budget, qualityand deadline) customer satisfaction should be included as an additional measureof project success
AN INTEGRATED MANAGEMENT AND MEASUREMENT OF CUSTOMER FEASIBLILTY IN CONSTRUCT...
AN INTEGRATED MANAGEMENT AND MEASUREMENT OF CUSTOMER FEASIBLILTY IN CONSTRUCT...
IAEME Publication
Prof. Dr. Hapzi Ali, CMA Universitas Mercu Buana (Mercu Buana University), Jakarta Indonesia Bidang Ilmu: Marketing & Business Management, Research Method, MIS, Good Corporate Governance www.mercubuana.ac.id. email: hapzi.ali@gmail.com, hapzi.ali@mercubuana.ac.id
7. hapzi ali, et al., 2016, mercu buana univversity,ijer scopus
7. hapzi ali, et al., 2016, mercu buana univversity,ijer scopus
Hapzi Ali
Recommended
Cjvvivk
Impact ofaftersaleservicecharacteristicsoncustomersatisfaction
Impact ofaftersaleservicecharacteristicsoncustomersatisfaction
AswinSiva3
As it’s known business rely on the customers it means the profitability of any company change depending on customer demand. Due to that, it’s necessary to treat customer as the king of the market. In another meaning, Customer satisfaction is very important issue to company’s product which it measures the level of probability between company’s product and customer belief in which the happier customer with quality and types of products more products and more profit will occur. The purpose of this project was to determine the Impact of technical and functional service quality on the customer satisfaction and loyalty. Though conducting a survey number of results was collected, and the results belong to their view about different types of platform which they used for online meeting and academic stuff. Different nationality participates in this project including (Kurdish, Turkish, Arabic, Turkmen, Indian, Pakistan, Uzbek, Nigerian and British) with having different position such as head of the faculty, instructor, academic staff, head of the department and etc. in number of universities in Kurdistan region of Iraq. As it’s shown in chapter three Excel software was used to calculate collected data through (co-variance, correlation and regression analysis) methods. And Based on the result fulfillment, privacy issues were affected the customer satisfaction and loyalty.
Impact of Service Quality on the Customer Satisfaction: Case study at Online ...
Impact of Service Quality on the Customer Satisfaction: Case study at Online ...
AI Publications
Prof. Dr. Hapzi Ali, CMA Universitas Mercu Buana (Mercu Buana University), Jakarta Indonesia Bidang Ilmu: Marketing & Business Management, Research Method, MIS, Good Corporate Governance www.mercubuana.ac.id. email: hapzi.ali@gmail.com, hapzi.ali@mercubuana.ac.id
6. hapzi ali, et al., 2016, mercu buana univversity,iosr jbb
6. hapzi ali, et al., 2016, mercu buana univversity,iosr jbb
Hapzi Ali
International Research Journal of Finance and Economics ISSN 1450-2887 Issue 60 (2010) © EuroJournals Publishing, Inc. 2010 http://www.eurojournals.com/finance.htm Factors Affecting Customer Satisfaction Muzammil Hanif Department of Management Science Army public college of Management Sciences Rawalpindi, Pakistan E-mail: [email protected] Sehrish Hafeez Department of Management Science Army public college of Management Sciences Rawalpindi, Pakistan E-mail: [email protected] Adnan Riaz Lecturer, Department of Business Administration Allama Iqbal Open University Islamabad Pakistan E-mail: [email protected] Abstract Factors affecting customer satisfaction is of worth importance in order to know the reasons or the factors which are responsible to create satisfaction among customers for a particular brand. Customer satisfaction is established when brand fulfills the needs and desires of customers. In this research study, the subscribers of telecom sector or the mobile service providers like Ufone, Mobilink, Telenor etc operating in Pakistan were targeted as the population while Price Fairness and customer services were the taken as predicting variables towards customer satisfaction as criterion variable. The results showed that both the factors significantly contributed to explain customer satisfaction but comparatively price fairness had the larger impact on customer satisfaction than customer services. Conclusion and implications of the study are also discussed based on the analysis. Keywords: Customer satisfaction, price fairness and customer service 1. Introduction The origin of telecommunication services in Pakistan can be traced back to 1947 that was followed by a major change in 1962 when telegraph and telephone services were separated by the establishment of independent T & T and postal department. Later on developments were made in the provision of telecommunication services to the customer on consistent basis but from the last two decades revolutionary changes in the telecom sector have taken place with the introduction of mobile telephony. This shift brought Pakistan telecommunication sector into a new era of growth and progress that had a great impact on its subscribers who became more sensitive about the service quality, pricing and switching barriers. Telecommunication is the dominant industry from the last decade comparing others in Pakistan on account of substantial contribution to the national exchequer. Not only national but international companies started operations in Pakistan and created stiff competition nation wide. This competitive International Research Journal of Finance and Economics - Issue 60 (2010) 45 environment caused brand consciousness among subscribers and potential buyers. Researches show that various factors impart in creating the awareness, satisfaction, loyalty, and sense of belongingness toward brands of any kin ...
International Research Journal of Finance and Economics IS.docx
International Research Journal of Finance and Economics IS.docx
vrickens
https://www.irjet.net/archives/V6/i6/IRJET-V6I6390.pdf
IRJET- A Study on the different Elements of Customer Loyalty and its Impact o...
IRJET- A Study on the different Elements of Customer Loyalty and its Impact o...
IRJET Journal
IISTE-call for paper www.iiste.org/Journals
11.appraisal relationship between service quality and customer satisfaction i...
11.appraisal relationship between service quality and customer satisfaction i...
Alexander Decker
Objective: Identifying different factorsand views of customers in the constructionindustry. To set a context in which produce relative and useful measures ofservice performance. Improvising the facilities in the construction industry and measuring the needs of the customer inthe construction industry. Methods: Usingthe Benchmark, the performance measurement study will be done using the data collectedthrough the questionnaire that is submitted to the customer, also issuing thequestionnaire to the company and obtain the company hierarchy and Measure thecustomer satisfaction Through analysing the results from the software SPSS(Statistical Package For TheSocial Sciences). Findings: Recognize that customer needs differsignificantly. A customer may have diverse requirements for variousundertakings; that same customer's project needs may change after some time. The expense might be the most critical standardfor a customer on one anticipate, while timetable might be an essential model on another. Therefore it isunrealistic to build up "the" rundown of customer needs that isproper for each project. A temporary worker with learning accumulated aboutevery customer and their projects will need to recognize the most imperativecriteria for its customers on every undertaking. Once those criteria aredistinguished, the temporary worker can plan the customers' desires that arecritical in any thought of satisfaction. The variables recognized must beanalyzed as far as desires to comprehend their potential part in customersatisfaction. Customer facilities are forthe most part seen as one of the variables that enhancethe execution of an association, individual or group administration'scommitment to customer facilities sways worker dispositions and seen to add tohigher customer satisfaction and maintenance. Improvements: Besides theperformance measures used in the research (internal and overall budget, qualityand deadline) customer satisfaction should be included as an additional measureof project success
AN INTEGRATED MANAGEMENT AND MEASUREMENT OF CUSTOMER FEASIBLILTY IN CONSTRUCT...
AN INTEGRATED MANAGEMENT AND MEASUREMENT OF CUSTOMER FEASIBLILTY IN CONSTRUCT...
IAEME Publication
Prof. Dr. Hapzi Ali, CMA Universitas Mercu Buana (Mercu Buana University), Jakarta Indonesia Bidang Ilmu: Marketing & Business Management, Research Method, MIS, Good Corporate Governance www.mercubuana.ac.id. email: hapzi.ali@gmail.com, hapzi.ali@mercubuana.ac.id
7. hapzi ali, et al., 2016, mercu buana univversity,ijer scopus
7. hapzi ali, et al., 2016, mercu buana univversity,ijer scopus
Hapzi Ali
This research aims to discover and analyse the effect of service quality on loyalty of entrepreneurs in Bonded Zone using entrepreneurs’ satisfaction as the intervening variable. Research population is Bonded Stockpile Entrepreneurs in the Operational Area of Supervision and the Office of Customs and Excise Type Madya A Bekasi, particularly entrepreneurs in Bonded Zone. According to Slovin's formula, the number of respondents is 70. Data analysis is conducted using path analysis. Result of the research indicates that all proposed hypotheses are accepted and proven true.
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The purpose of this article is to find out the customer perceptions and expectations regarding service qualities in the Govt. owned commercial banks of Bangladesh. The average experience with the bank of customer is between 5 to 9 years that indicate their capability to understand and evaluate the services of the bank. From the descriptive analysis we found that almost all the customers are dissatisfied with the perception level in all dimensions of service quality. But from the mentioned service dimensions resulting in expectations are Assurance (mean score 3.56) and Responsiveness (mean score 3.68), that the customers expect more service standards from the bank which indicate more courtesy, ability of employees inspire trust & confidence of the customer and their willingness to help & provide prompt services. Customers want little bit moderation in Empathy (mean score 3.44), that they need few more in caring and individualized attention from the bank. On the basis of age group, almost all the age group is dissatisfied with the services that are currently served by the bank. In Expectation level, the young age group of 20-29 years and 30-39 years expect more service standards than from other age group. Paired sample test shows a significant difference between customer perceptions and the customer expectations regarding Assurance, Empathy, Tangibility and Responsiveness but no significant difference in Reliability.
Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...
Ijbrm 144Customer Perceptions and Expectations Regarding Service Qualities in...
Waqas Tariq
This study considers that service quality dimensions including reliability, assurance, tangibility, empathy and responsiveness have enormous contribution to customer satisfaction. This study aimed at assessing the effect of service quality dimensions on customer satisfaction in Tanzania Energy Industry. Data was collected from 186 residential customers of TANESCO in Nyamagana district who were selected using stratified sampling technique. This study used questionnaire and documentary review to gather information concerning the topic under study. Quantitative data were analyzed using descriptive statistics and inferential statistics including Pearson correlation and regression analysis in order to determine the effect of each service quality dimension on customer satisfaction. Regression analysis results indicated that service quality dimensions including reliability, assurance, tangibility, empathy and responsiveness have positive significant influence on customer satisfaction. The findings also indicated that customer expectations of TANESCO services in accordance to service quality dimensions are bigger than their perceptions of services they receive from the company. This study strongly recommend improvement of TANESCO service delivery in terms of service reliability, assurance, tangibility, empathy and responsiveness as a way to achieve customer satisfaction.
Effect of service quality on customer satisfaction in Tanzanian energy indust...
Effect of service quality on customer satisfaction in Tanzanian energy indust...
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Early researchers focused mostly on Banking, healthcare, retail, education etc What is the existing situation of Service Quality in Sri Lankan Life Insurance Industry? Does Service Quality affect on Customer Satisfaction in Life Insurance Industry? What are the most important Services Quality dimensions which affect on Customer Satisfaction in Life Insurance Industry?
Service quality and customer satisfaction related to Insurance industry
Service quality and customer satisfaction related to Insurance industry
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An Empirical Analysis Of After Sales Service And Customer Satisfaction
An Empirical Analysis Of After Sales Service And Customer Satisfaction
Leonard Goudy
Purpose: The main purpose of this study is to propose an empirical conceptual framework to gauge the elements that would affect loyalty of telecommunication consumers of Pakistan. Design/methodology/approach: This study intends to use the quantitative approach by getting the responses from actual customers of telecommunication industry. The SEM approach will be used via PLS for data analysis.
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The Determinants of Customer Loyalty in Telecommunication Industry of Pakistan
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Ijm 06 09_011
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This study aims to analyze the influence of brand image, service quality, trust on customer satisfaction and customer loyalty at PT PrismaHarapan. The survey method used a questionnaire. This research was conducted by distributing questionnaires to 121 customers who used the services of PT PrismaHarapan.
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Influence of Brand Images, Service Quality, Trust on Customer Satisfaction an...
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Application of servqual model in customer service of mobile operators
Application of servqual model in customer service of mobile operators
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To improve the quality of television service subscribed by XYZ Television Subscribe conducted research using the Six Sigma application aimed at reducing the defect from 3.4 defective per million opportunities and, prioritizing technical response actions and generating strategic recommendations that the company should take to improve the quality of XYZ Television Subscribe services, to identify subscription television dimensions valued by customers with the SERVQUAL approach and Six Sigma where customers are asked to evaluate performance from 5-dimensional service properties like Tangible, Reliability, Responsive, Assurance. The Alpha coefficient of reliability is 0.122 compared to Table r with N = 30 (r Table 0.367). So, Alpha = 0.971> 0.367 which means the instrument has reliable research. Overall, it can be interpreted that the prose capacity of service at XYZ Television Subscribe is average at 2.06 sigma, with the DPMO 291357.142 and service satisfaction level of 71%. The biggest sigma level is on the Responsiveness dimension of 2.30 sigma with the DPMO value of 212500 and satisfaction level as much as 78%, and the sigma level is the dimension of Empathy dimension that is equal to 1.98 sigma with the value of DPMO equal to 316666.666 and level of satisfaction equal to 68%. By designing a great company business process to provide an overview of the flow of information from the service business processes observed to obtain recommendations for quality improvement on assurance and empathy dimensions, namely; the warranty of the goods is given according to the procedure and the willingness to call the user suddenly.
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Customer Loyalty is important for cultivated by the company, therefore the aim of this study to prove how the effect of Service Quality and Customer Satisfaction in enhancing Customer Loyalty. Samples were service users Railway Transport Argo Bromo Anggrek Jakarta Surabaya by using purposive side. Sample size of 300 respondents. Data analysis using Structural Equation Model (SEM). The results showed that Services Quality significantly influence to customer satisfaction. Customer Satisfaction significant effect on Customer Loyalty. Service Quality is not yet significant effect on Customer Loyalty, so that Customer Satisfaction is a mediator of the relationship Service Quality on Customer Loyalty to PT Argo Bromo Anggrek Train Jakarta- Surabaya. The implications that Customer Satisfaction is capable of mediating the quality of care in improving Customer Loyalty.
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International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
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Abstract: Due to implementation of government policies on globalization and liberalization, the customer have become more critical about the service quality of the product. In the present era, consumers have become more aware about the alternatives available in the market related to the services and service providers. Due to increase in customer awareness, customer expectations are rising and the providers should aware about the expectations of the customer. This study compares customers’ perceptions of service quality of both public and private sector insurance service providers in Rohilkhand Region. The service quality of both public and private sector insurance has been measured through SERVQUAL scale. Data was collected from 350 respondents (125 of LIC and 75 of each selected private player) of Rohilkhand Region of both public and private sector insurance providers. In this study five parameters of SERVQUAL such as tangibility, reliability, responsiveness, assurance and empathy have been identified that describe criteria used by customers to assess service quality. This study is confined to four major life insurance companies in India.
A comparative study of service quality evaluation of selected life insurance 172
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This research aim to be examine and analyze the effect of quality service, trust and price to customer satisfaction in PT. Telkomsel branch of Makassar, and too examine and analyze the effect of quality service, trust and price on customer loyalty in PT. Telkomsel at Makassar. To apply that goal then used data collection technique through documentation and questionnaires, with taking population that costumer of Telkomsel that holds cards simPATI, As, and HALO, this use one year and domiciled in Makassar city which amounts 47.173 people and taking a sampling with propotional random sampling which amounts 180 people and used data analyze technique Structural Equation Modeling (SEM) with used the help of software Amos release 22. The result of research showed that the quality of service give positive and significant impact on customer satisfaction and loyalty. Trust also give positive and significant impact on customer satisfaction and loyalty while price give negative impact on customer satisfaction and loyalty which by increasing. The price by telkomsel through increased credit rates will affect customer’s satisfaction and loyalty. From the result of this research support the old result of this research and supporting theory where overall research variable with indicators that form question in questionnaire all have an impact on customer satisfaction and loyalty although the variables must be through satisfaction to reach customer loyalty and these variables into a unity
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This research aims to discover and analyse the effect of service quality on loyalty of entrepreneurs in Bonded Zone using entrepreneurs’ satisfaction as the intervening variable. Research population is Bonded Stockpile Entrepreneurs in the Operational Area of Supervision and the Office of Customs and Excise Type Madya A Bekasi, particularly entrepreneurs in Bonded Zone. According to Slovin's formula, the number of respondents is 70. Data analysis is conducted using path analysis. Result of the research indicates that all proposed hypotheses are accepted and proven true.
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This study considers that service quality dimensions including reliability, assurance, tangibility, empathy and responsiveness have enormous contribution to customer satisfaction. This study aimed at assessing the effect of service quality dimensions on customer satisfaction in Tanzania Energy Industry. Data was collected from 186 residential customers of TANESCO in Nyamagana district who were selected using stratified sampling technique. This study used questionnaire and documentary review to gather information concerning the topic under study. Quantitative data were analyzed using descriptive statistics and inferential statistics including Pearson correlation and regression analysis in order to determine the effect of each service quality dimension on customer satisfaction. Regression analysis results indicated that service quality dimensions including reliability, assurance, tangibility, empathy and responsiveness have positive significant influence on customer satisfaction. The findings also indicated that customer expectations of TANESCO services in accordance to service quality dimensions are bigger than their perceptions of services they receive from the company. This study strongly recommend improvement of TANESCO service delivery in terms of service reliability, assurance, tangibility, empathy and responsiveness as a way to achieve customer satisfaction.
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Early researchers focused mostly on Banking, healthcare, retail, education etc What is the existing situation of Service Quality in Sri Lankan Life Insurance Industry? Does Service Quality affect on Customer Satisfaction in Life Insurance Industry? What are the most important Services Quality dimensions which affect on Customer Satisfaction in Life Insurance Industry?
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An Empirical Analysis Of After Sales Service And Customer Satisfaction
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Leonard Goudy
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The Determinants of Customer Loyalty in Telecommunication Industry of Pakistan
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This study aims to analyze the influence of brand image, service quality, trust on customer satisfaction and customer loyalty at PT PrismaHarapan. The survey method used a questionnaire. This research was conducted by distributing questionnaires to 121 customers who used the services of PT PrismaHarapan.
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11.application of servqual model in customer service of mobile operators
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Application of servqual model in customer service of mobile operators
Application of servqual model in customer service of mobile operators
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To improve the quality of television service subscribed by XYZ Television Subscribe conducted research using the Six Sigma application aimed at reducing the defect from 3.4 defective per million opportunities and, prioritizing technical response actions and generating strategic recommendations that the company should take to improve the quality of XYZ Television Subscribe services, to identify subscription television dimensions valued by customers with the SERVQUAL approach and Six Sigma where customers are asked to evaluate performance from 5-dimensional service properties like Tangible, Reliability, Responsive, Assurance. The Alpha coefficient of reliability is 0.122 compared to Table r with N = 30 (r Table 0.367). So, Alpha = 0.971> 0.367 which means the instrument has reliable research. Overall, it can be interpreted that the prose capacity of service at XYZ Television Subscribe is average at 2.06 sigma, with the DPMO 291357.142 and service satisfaction level of 71%. The biggest sigma level is on the Responsiveness dimension of 2.30 sigma with the DPMO value of 212500 and satisfaction level as much as 78%, and the sigma level is the dimension of Empathy dimension that is equal to 1.98 sigma with the value of DPMO equal to 316666.666 and level of satisfaction equal to 68%. By designing a great company business process to provide an overview of the flow of information from the service business processes observed to obtain recommendations for quality improvement on assurance and empathy dimensions, namely; the warranty of the goods is given according to the procedure and the willingness to call the user suddenly.
Proposed Improvement of Service Quality in Television Subscribe With Six Sigm...
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Customer Loyalty is important for cultivated by the company, therefore the aim of this study to prove how the effect of Service Quality and Customer Satisfaction in enhancing Customer Loyalty. Samples were service users Railway Transport Argo Bromo Anggrek Jakarta Surabaya by using purposive side. Sample size of 300 respondents. Data analysis using Structural Equation Model (SEM). The results showed that Services Quality significantly influence to customer satisfaction. Customer Satisfaction significant effect on Customer Loyalty. Service Quality is not yet significant effect on Customer Loyalty, so that Customer Satisfaction is a mediator of the relationship Service Quality on Customer Loyalty to PT Argo Bromo Anggrek Train Jakarta- Surabaya. The implications that Customer Satisfaction is capable of mediating the quality of care in improving Customer Loyalty.
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International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Effect Of Quality Services On Customer Satisfaction And Loyalty (Theoritical...
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inventionjournals
Abstract: Due to implementation of government policies on globalization and liberalization, the customer have become more critical about the service quality of the product. In the present era, consumers have become more aware about the alternatives available in the market related to the services and service providers. Due to increase in customer awareness, customer expectations are rising and the providers should aware about the expectations of the customer. This study compares customers’ perceptions of service quality of both public and private sector insurance service providers in Rohilkhand Region. The service quality of both public and private sector insurance has been measured through SERVQUAL scale. Data was collected from 350 respondents (125 of LIC and 75 of each selected private player) of Rohilkhand Region of both public and private sector insurance providers. In this study five parameters of SERVQUAL such as tangibility, reliability, responsiveness, assurance and empathy have been identified that describe criteria used by customers to assess service quality. This study is confined to four major life insurance companies in India.
A comparative study of service quality evaluation of selected life insurance 172
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paperpublications3
This research aim to be examine and analyze the effect of quality service, trust and price to customer satisfaction in PT. Telkomsel branch of Makassar, and too examine and analyze the effect of quality service, trust and price on customer loyalty in PT. Telkomsel at Makassar. To apply that goal then used data collection technique through documentation and questionnaires, with taking population that costumer of Telkomsel that holds cards simPATI, As, and HALO, this use one year and domiciled in Makassar city which amounts 47.173 people and taking a sampling with propotional random sampling which amounts 180 people and used data analyze technique Structural Equation Modeling (SEM) with used the help of software Amos release 22. The result of research showed that the quality of service give positive and significant impact on customer satisfaction and loyalty. Trust also give positive and significant impact on customer satisfaction and loyalty while price give negative impact on customer satisfaction and loyalty which by increasing. The price by telkomsel through increased credit rates will affect customer’s satisfaction and loyalty. From the result of this research support the old result of this research and supporting theory where overall research variable with indicators that form question in questionnaire all have an impact on customer satisfaction and loyalty although the variables must be through satisfaction to reach customer loyalty and these variables into a unity
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Customer Satisfaction and Customer Loyalty – A Review Paper
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International Research Journal
of Engineering and Technology (IRJET) e-ISSN: 2395-0056 Volume: 09 Issue: 01 | Jan 2022 www.irjet.net p-ISSN: 2395-0072 © 2022, IRJET | Impact Factor value: 7.529 | ISO 9001:2008 Certified Journal | Page 1176 Customer Satisfaction and Customer Loyalty – A Review Paper Ranjesh Singh1 and Tarun Kumar Yadav2 1M.Tech Scholar, Mechanical Engineering, BTIRT Sagar (M.P.) 2Asst. Prof., Mechanical Engineering , BTIRT Sagar (M.P.) -----------------------------------------------------------------------------***------------------------------------------------------------------------- Abstract- The paper emphasized the role and the significance of consumer loyalty and satisfaction. Customers are the connection to a business success. A business organization should concentrate on countless customers, for this customer loyalty and satisfaction ought to be incorporated along the long term objectives. This research was actualized to a analyzing the connection between customer loyalty and customer relationship. The scope of this research is to contemplate the idea of customer loyalty, customer satisfaction and its relationship. Besides, this studies the elements that impact customer loyalty and satisfaction. Key Words- Customer Loyalty, Customer Satisfaction, Relationship, Service Quality 1. INTRODUCTION The present business organization has realized that customer satisfaction is the key component for the achievement of the business and simultaneously it assumes an essential job to extend the market value. Customer Satisfaction and Service Quality are leading components in the arrangement of outside relations of every organization, as today they generally decide its competitiveness. Customer Satisfactions has been one of the top tools for an effective business. Customer Satisfaction is characterized as a general assessment dependent on the all out buy and utilization involvement in the goods and services after some time.[11] Customer satisfaction is a barometer that predicts the future customer behavior. Be that as it may, the organization should have the option to construct trust with the customer so it is anything but difficult to get the input from the customer. This is the manner by which customer arranged item or service could be developed. (Hill, Brierley and Mac Dougall 2003). Customer satisfaction is affected by specific product and service features and perceptions of quality. Satisfaction is likewise affected by customers emotional reactions, their attributions nether perception of quality.[24] Fig. 1 Customer Satisfaction Analysis Model (Adapted from Tao 2014)
2.
International Research Journal
of Engineering and Technology (IRJET) e-ISSN: 2395-0056 Volume: 09 Issue: 01 | Jan 2022 www.irjet.net p-ISSN: 2395-0072 © 2022, IRJET | Impact Factor value: 7.529 | ISO 9001:2008 Certified Journal | Page 1177 Loyalty as "a profoundly held duty to modify and rebelittle a favored item or service later on regardless of situational impacts and advertising endeavors having the capacity to cause exchanging practices. "Customer loyalty is seen as the quality of the connection between a person's relative disposition and re-support.[20] Fig.2 Model of Customer Loyalty (Adpated from the loyalty model 2012) Figure 2 Illustrates how much customer dependability is as much a procedure as other. As indicated by the model of the customer Loyalty factors framing customer loyalty, for example, understanding the customer’s needs wants. The organization must address consideration regarding cost, promotion, service and products so as to pick up the customer loyalty. 1.1 Relation between customer loyalty and satisfaction In view of Coyne (1986), there are two basic limits influencing the connection between Customer loyalty and customer satisfaction. On the high side, when satisfaction arrives at a specific level, loyalty increments significantly, simultaneously satisfaction declined in a specific way, Loyalty dropped similarly drastically (Oliva, Oliver and MacMillan 1992.) Chen and Wang (2009) propose a perspective on customer loyalty as a sort of consistency assessment between earlier expectations and perceived service execution. Appropriately, the positive assessment of the item or service that the customer obtains is a significant motivation to proceed with a relationship with an organization's service or items, and a significant column that maintains devotion.[8] Fig.4 Relationship between Customer Satisfaction and loyalty[14] The above figure shows that loyalty of customers dependent on their satisfaction. It quickly isolates the customers into three groups and partitions into three unique zones. The psychological oppressor is "incredibly disappointed" customers. As miserable customers are bound to revolt against an ineffectively conveyed service at each chance.[14] 2. OBJECTIVES OF THE STUDY The Objectives of the study is to see whether Pratibha Wheels Pvt. Ltd. in Bilashpur locale offers great assistance quality.
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International Research Journal
of Engineering and Technology (IRJET) e-ISSN: 2395-0056 Volume: 09 Issue: 01 | Jan 2022 www.irjet.net p-ISSN: 2395-0072 © 2022, IRJET | Impact Factor value: 7.529 | ISO 9001:2008 Certified Journal | Page 1178 1. What is the degree of Customer Satisfaction Measurements and how it tends to be improved, remembering the general atmosphere in the market. 2. The organization has such a major amount of customers that it turned into a significant issue to evaluate the organization's service, as no customer satisfaction survey has been conducted before. 3. Hence, the research question is “How peoples see the service quality of the organization from the customer's perspective?” 4. The Research is limited to the customers of the Pratibha Wheels Pvt. Ltd. in Bilashpur territory. 5. The aim and objective of this thesis is to examine the connection between customer satisfaction and customer loyalty and to analyze the how these elements lead business to achievement in a long term. 6. This thesis underlines measuring the customer satisfaction and loyalty so as to get the improvement the business organization. The purpose is to characterize the conceptual system within which to analyze the factors that impacts customer satisfaction and customer loyalty and profitability of the customers. 3. LITERATURE REVIEW 3.1 Customer Satisfaction Oliver (1997), Customer Satisfaction is a central idea in present day promoting thought and practice. Satisfaction has been considered by numerous individuals as one of the most significant issues for marketers and customer researcher in the course of recent decades. Consumer satisfaction can be knowledgeable about an assortment of definitions and associated with the two goods and services.[19] Rigopoulou, Chaniotakis, Lymperopoulos and Siomkos (2008), concluded that customer satisfaction is the mind that customers have about an organization when their expectations have been met or surpassed over the lifetime of the item or service. Customer satisfaction is the degree of the attractive quality of a customer because of the different attributes of an item or service; it is the wellspring of profitability, and an explanation behind proceeding with the exercises of the organization. (Hernon, Nitecki and Altman, 1999) [22] Gosney and Boehm (2000), Service Quality presently additionally prompts customer satisfaction and has become an insurgency for the marketers. “Take it or leave it” demeanor has now been supplanted by first dissecting the need and afterward meeting the expectations for the buyers who have been given progressively selection of items and services in an undeniably serious and over provided showcase.[12] Mahapatra, Kumar and Chauhan (2010), demanded that promoting idea accentuation conveying Satisfaction to purchasers and getting benefits consequently. It was expressed that exceptionally satisfied customers will be brand loyal, remain customer longer, give great mouth promoting, increment purchasing of contributions and upgrade deals. [17] Avi and Fadil (2011) reasoned that the services have driven the market to be serious in the new vehicle sales just as in the after-deals marketing. In the present market where item are fundamentally the same as and being sold in very much like costs, the market competition moved to the after-deals market. [5] Rao and Kumar (2012) expressed that the customer satisfaction towards Tata Motors depends on the after sales service, utilization of vehicles, evaluating influences, service and quality in the territory of Andhra Pradesh. The investigation additionally uncovered that the customers are happy with the security, seller service, customer relationship and accessibility of extra parts and so on.[21] Dua and Savita (2013) found that specific elements like variables, security, mileage, status, brand name and so forth expands customer satisfaction. The most significant variables which were dissected are value, mileage and inside space. It was additionally discovered that a large portion of the current customers of Tata Motors are Brand Loyal.[9]
4.
International Research Journal
of Engineering and Technology (IRJET) e-ISSN: 2395-0056 Volume: 09 Issue: 01 | Jan 2022 www.irjet.net p-ISSN: 2395-0072 © 2022, IRJET | Impact Factor value: 7.529 | ISO 9001:2008 Certified Journal | Page 1179 3.2 Customer Loyalty Mcllroy and Barnett (2000) clarified that the loyalty exists when the customer purchases his best prerequisite from one association and don't thinks about the competitors in the option at the hour of procurement and for future buys as well. [18] Duffy (2003) explored that customer loyalty originates from different techniques followed by the organizations to hold their customers. These methods are Customer relationship Management, balanced promoting and other likely advertising techniques for maintenance of customers. Consequently organizations attempt to portion their customer data to plan different dependability programs. This would assist the organizations with downsizing non productive customers and increment incomes in the organization. [10] Guzman (2005) saw that a customer must have the option to recognize a brand for taking care of the issues looked by him. There lies the quality of the brand building. A solid brand assists with acknowledging how vital a brand personality is in the present serious world. The opposition isn't just changing the principal thoughts regarding customers, connections, brands and so forth yet in addition is setting off the requirement for new brand building techniques. [13] Ashley and Varky (2009), reasoned that Social media likewise features the significance of having powerful complaint service frameworks. The way where the organization handles grievances leaves an effect on the brain of the customer and thus builds the chance of the customer getting faithful to the brand, being satisfied by the consideration and care appeared by the organization towards the complainant. To guarantee a good objection taking care of understanding for the customer, the service and the representatives need to have an impression of thankfulness instead of scorn when a customer illuminates about a deficiency with the service or item, since just the reliable customers would truly put forth the attempt of griping about a support of the organization, as opposed to moving to the contender's contribution. [4] 3.3 Relationship between Customer Satisfaction and loyalty Asadollahi, Jahanshahi and Nawaser (2011) expressed that the procedures of offering types of assistance for customers ought to be planned in such a manner to set up long haul relations and confidence in customers. [3] Sudharshan (2010) found that there is a positive connection between customer satisfaction and customer loyalty yet this association isn't generally a direct connection. This relationship relies upon variables; for example, market guideline, exchanging costs, brand value, presence of loyalty programs, exclusive innovation, and item separation at the business level. This examination has demonstrated various elements that influence the association between customer satisfaction and loyalty. [23] Balakrishnan and Raj (2011) watched different boundaries and attempted to outline its consequences for customer behaviour and preferences for traveler vehicles in the province of Kerala. Different boundaries of procurement were dissected. It was discovered that different boundaries like Information assembling and Purchase Initiation, Preference dependent on Personal needs, Personal Preference dependent on Convenience factors, Personal Preference dependent on Comfort Factors, Influence factor dependent on vehicle maker/Dealer, Influence Factor dependent on vehicle Model, External Influence and Satisfaction Level positively affect the buy expectation of a customer. Organized Equation model was utilized to build up the structure. [6] Akber and Kumar (2012) investigated the wellsprings of inspiration for the acquisition of Cars in Vellore region. The examination was additionally centered on the pre-buy data gathered by the customers and the most favored brand of the customers. In this investigation, different elements were removed into seven central points liable for buy choice of a customer regarding vehicles. It was viewed as that Source of data, mileage, cost and solidness, guarantee, economy, comfort and worth are the main considerations for the buy choice. [2] Joshi (2013) recognized different variables that impact the acquisition of a little vehicle. It was seen that out of the brands picked for the examination, Alto and Santro were the well known vehicles while Palio was the least favored vehicle by the customers. It investigated seven distinct elements that influence the buy to be specific value, eco-friendliness, support, appearance, security, after deals service and comfort. [15]
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International Research Journal
of Engineering and Technology (IRJET) e-ISSN: 2395-0056 Volume: 09 Issue: 01 | Jan 2022 www.irjet.net p-ISSN: 2395-0072 © 2022, IRJET | Impact Factor value: 7.529 | ISO 9001:2008 Certified Journal | Page 1180 Karthik and Ramya (2014) recognized different components of customer buy in Tiruchirappalli District of Tamil Nadu. The investigation uncovered that Maruti Suzuki is the most favored organization among customers. The examination additionally engaged that segment variables, mileage and cost of the vehicle impacts the buy choice of a shopper.[16] Banerjee and Singh (2013) expressed that the connection between After-sales service and customer satisfaction is certain. Their examination likewise expressed that opportune and rapidly after-sales service causes the customers to build up a positive and strong perception about the organization. [7] Figure 2.4 Seven stage work process in auto workshops, Avi, B. & Fadil, T. (2011)[5] These means are critical to be followed appropriately by the after deals organizations for quality conveyance of their services. As indicated by Avi and Fadil (2011), each progression assumes a urgent job in picking up customer satisfaction.[5] 1. Appointment: This is the initial step of work process. Meeting the customer, understanding his needs, giving a neighborly motion surpasses the customer expectations. 2. Preparation: In this progression, auto workshop staff assumes a significant job to discover and fix customer issue according to his desire. 3. Reception: The open door where customer meets eye to eye at the auto workshop and conveys the impression for all occasions to come. 4. Repair: Here, the nature of fix, upkeep, service given to him will be a noticeable factor for his future Satisfaction. 5. Pre-Delivery: It is critical to guarantee opportune vehicle conveyance by the auto workshop. 6. Delivery: Finally, here the customer is conveyed his vehicle as guaranteed for example Ideal and quality conveyance. 7. After-Delivery: This is to guarantee and to get the customer criticism as to show him the worry that we give it a second thought. 4. RESEARCH METHODOLOGY There has been an expanding competition on an organization's competency to give top quality service. Examination is probably the best tools to prevail in an opposition. Examination is an indispensable piece of any business either for a productive or non-beneficial association. As it were, it's a method to accumulate proof for an association. Research is one of the way of gathering exact sound and dependable data about the effectiveness of intercessions, by giving the effectiveness evidence. As service organizations and experts, use strategies and techniques worked by research methodologists to merge, improve, create, refine and advance clinical parts of training to serve customers better (Kumar 2011). Appointment Preparation Reception Maintainance Pre delivery Delivery After Delivery
6.
International Research Journal
of Engineering and Technology (IRJET) e-ISSN: 2395-0056 Volume: 09 Issue: 01 | Jan 2022 www.irjet.net p-ISSN: 2395-0072 © 2022, IRJET | Impact Factor value: 7.529 | ISO 9001:2008 Certified Journal | Page 1181 As indicated by Ghauri and Gronhaug (2005) research procedure refers to the collection of data and their examination. Essentially, research strategy is of two kinds, subjective and quantitative. The questionnaire method was executed to abstract the data of consumer satisfaction and loyalty in are different association. As per Malhotra (2005), quantitative examination depends on numerical character and is planned for qualifying the data through factual investigation. 4.1 Validity and Reliability The utilization of the validity and reliability in quantitative exploration is pervasive. These two terms, validity and reliability refer to the mental factors or idea, being estimated. As it were, to piece thorough assessment in measurement validity and reliability are utilized. Complete evaluation assists with get-together proof, including theoretical information, by looking for answers to the silent inquiries (Berzonsky and Adams 2004). Before directing the overview researcher was educated and furthermore had an open conversation about what the organization need to think about the customers. Be that as it may, the validity will decide if the exploration genuinely gauges the specific thing which is proposed to quantify or how honest the examination results are (Golafshani 2003). 4.2 Questionnaire Design Figure 6. A general model for the development and use of customer satisfaction questionnaires (adopted from Hayes 2008) The core of a study is its questionnaire. Prior to planning a questionnaire, it is imperative to decide the customer's prerequisites and the desire from service. Information on the customer prerequisite is fundamental since it gives a superior comprehension of the way that customer characterize the nature of service and items. On the off chance that customer prerequisites can be perceived, at that point it's simpler to realize how to satisfy the customer. (Hayes 2008). 4.3 Interviews Another strategy in the examination is the meeting that is done to acquire different points of view on the research work. Meetings give another knowledge into a social phenomenon to think about and reason an variety of subjects in an alternate manner. (Folkestad 2008) Interviews can be led in different ways like eye to eye talk with, phone talk with, PC helped, etc. In the event that the meeting is directed well it very well may be the extraordinary source about the issues. Thus, leading meetings doesn't just give bits of knowledge into an issue, yet in addition can recommend wellsprings of corroboratory or opposite proof (Yin 1994). Since the meetings were the essential strategy of the data collection, it was along these lines imperative to be aware of the data examination in the previous stages. In this manner, the creator of this postulation has picked this technique as it coordinates the investigation of the examination work. 5. Conclusion Each organization point is to keep up the long term relationship with the customers and the business organization. So as to get the potential customers, needs and demands ought to be recognized additionally customer satisfaction greatly affects the Determine Customer Requirments Develop and evaluate questionnaire Use questionnaire
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International Research Journal
of Engineering and Technology (IRJET) e-ISSN: 2395-0056 Volume: 09 Issue: 01 | Jan 2022 www.irjet.net p-ISSN: 2395-0072 © 2022, IRJET | Impact Factor value: 7.529 | ISO 9001:2008 Certified Journal | Page 1182 whole business activities. This thesis has gone into profundity to comprehend the co-relation between customer satisfaction and customer loyalty. The author has come to realize that the customer plays a vital role in customer loyalty and customer satisfaction and is the foundation of the achievement. The exploration completed during this thesis assisted with analyzed customer satisfaction and customer loyalty to the organization. The results of the questionnaire review decided the customer satisfaction and customer loyalty in Pratibha Wheel. For estimating the satisfaction of the customers, different techniques should have been applied to examine the outcomes. References [1] Akber, M. & Kumar, P. A., (2012). Behavioural Study on Select Car Owners in Vellore District. International Journal of Multidisciplinary Research, 2(3), 57- 64. [2] Akber,M.& Kumar,P.A. (2012).Behavioural Study on Select Car Owners in Vellore District. International Journal of Multidisciplinary Research 2(3), 281-301. [3] Asadollahi, A., Jahanshahi, A.A., & Nawaser, K. (2011). A comparative study to determine Customer Satisfaction from After- sales services in the Automotive Industries. Asian Journal of Business Management Studies, 2(3), 124-134. [4] Ashley, C., & Varky, S. (2009). Loyalty and its Influence on Complaining Behaviour and Service Recovery Satisfaction. Journal of Consumer Satisfaction, Dissatisfaction & Complaining Behaviour, 22(1), 21-35. [5] Avi, B. & Fadil, T. (2011). Implementing customer focused service concept in Auto Workshops in Israel, International Conference -Marketing-from information to decision, 4th Edition, 59-71. [6] Balakrishnan, M. & Raj, J. V. P. (2011).Conceptualization of Model for Studying Consumer Purchase Behaviour of Passenger Cars. International Journal of Research in Finance & Marketing, 1(5), 80-115. [7] Banerjee,S. & Singh,P. (2013). Impact of After Sales Service on consumers buying behaviour for consumer durables: with special reference to Air Conditioners. International Journal of Applied Services Marketing Perspectives (IASMP), 2(2), 369- 374. [8] Chang, H.H., Wang, Y., & Yank, W. (2009). The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value. Total Quality Management and Business Excellence, 20(4), 423–443. [9] Dua, K. & Savita (2013). A study on Customer Satisfaction with reference to Tata Motor Passenger Vehicles. International Journal of Advanced Research in Management and Social Sciences, 2(4), 68-83. [10] Duffy, D. L. (2003).Internal and External factors which affect customer Loyalty. Journal of Consumer Marketing, 20(5), 480-485. [11] Fornell, C., Johson, M.D., Anderson, E.W., Cha, J., & Bryang, B.E. (1996). The American customer satisfaction index: Nature, purpose, and findings. Journal of Marketing, 60(October), 7–18. [12] Gosney, J. W. & Boehm, T.P. (2000).Customer Relationship Management essentials. California: Prima Publishing. [13] Guzman, F. (2005).A Brand Building Literature Review. The ICFAI Journal of Brand Management, 2 (3), 30-48. [14] Heskett, J.L., Sasser, W.E. & Schlesinger, L.A. (1997).The Service Profit Chain- How leading companies link profit and growth to loyalty, satisfaction and value. New York: The Free Press. [15] Joshi, S.P. (2013). Consumer Behavior for Small Cars: An Empirical Study. Journal of Research in Management & Technology, II (February), 47-52. [16] Karthik, G. & Ramya, N. (2014). Brand Preference of Passenger Cars in Tiruchirappalli District – An Overview. Golden Research Thoughts, 3(7), 50- 63. [17] Mahapatra, S.N, Kumar, J., & Chauhan, A. (2010). Consumer Satisfaction, Dissatisfaction and Post Purchase Evaluation: An empirical study on Small Size Passenger cars in India. International Journal of Business and Society, 11(2), 97-108. [18] McIlroy, A., & Barnett, S. (2000). Building customer relationships: do discount cards work? Managing Service Quality, 10(6), 347-55. [19] Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York, NY: Irwin=McGraw-Hill. [20] Oliver, R.L. (1999). Whence consumer loyalty? Journal of Marketing, 63(Special issue), 33–44. [21] Rao, V. R., & Kumar, R. V. (2012).Customer Satisfaction towards Tata Motors. South Asian Journal of Marketing and Management Research, 2(4), 127-150. [22] Rigopoulou, I.D., Chaniotakis, I.E., Lymperopoulos, C., & Siomkos, G.I. (2008). After-sales service quality as an antecedent of customer satisfaction: the case of electronic appliances. Managing Service Quality, 18 (5), 512-527.
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International Research Journal
of Engineering and Technology (IRJET) e-ISSN: 2395-0056 Volume: 09 Issue: 01 | Jan 2022 www.irjet.net p-ISSN: 2395-0072 © 2022, IRJET | Impact Factor value: 7.529 | ISO 9001:2008 Certified Journal | Page 1183 [23] Sudharshan, G. (2010). A Study of Customer Satisfaction on After Sales and Service Conducted At Arpita Bajaj Hassan. Available at: http://www.slideshare.net/hemanthcrpatna/a-study-of-customer-satisfaction- Bibliography 198 on-aftersales- and-service-conducted-at-arpita-bajaj-hassan. [Accessed 25 February 2011]. [24] Zeithaml, V.A., Bitner, M.J. & Gremler, D.D. (2006).Services Marketing: Integrating Customer Focus across the Firm. 4th Edition. Boston: McGraw-Hill.
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