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Service Quality and Customers' Satisfaction and Loyalty

Service Quality and Customers' Satisfaction and Loyalty

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Figure 2. Service Quality and Customers' Satisfaction and Loyalty
Figure 10. Moderating Role of Switching Costs  
Figure 11. Research Conceptual Model  
Reef Resources Assessment and Management Technical Paper Providing a Model to Investigate the Impact of Service quality, Perceived Value and Corporate Image on Customers Loyalty Considering Mediator Role of Customer Satisfaction and Moderator Role of Switching Costs
Article
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  • Jan 2014
Regarding the present competitive environment, one of the main necessities to survive in any industry is to preserve and promote customer loyalty .Today, customer loyalty is a key factor to success of any business .Also, customer loyalty creates long-term benefits for enterprises .With advances in technology and competitive market conditions in var...
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... Loyal customers help the organization in determining the expected increase in sales and profit. In addition, customers who are familiar with the brand are likely to recommend it to their friends and relatives and affect the feedback and evaluation cycle of the product and these issues are critical in today's business environment (Bagheria, Rahimniab, Kazemic, & Paper, 2014). Beerli, Martin, and Quintana (2004) defined Loyalty as a strong commitment to repurchase a product or service in the future, so that the same brand or product is purchased despite the marketing efforts and potential competitors. ...
BAHIR DAR UNIVERSITY COLLEGE OF BUSINESS AND ECONOMICS DEPARTMENT OF MANAGEMENT PROGRAM THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT ON THE OPERATIONAL PERFORMANCE IN CASE OF ETHIOPIAN ELECTRIC UTILITY, BAHIR DAR DISTRICT
Thesis
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  • Jun 2023
The general objective of the study was to investigate the effect of customer relationship management on the operational performance in case of Ethiopian Electric utility, Bahir Dar district. In order to achieve the objective, the study used descriptive research designs. The descriptive research design was used to assess the current/ existing situation of CRM and operational performance. The study is used purposive and stratified proportional sampling techniques. Data was gathered via structured questionnaire and interview from 241 sample respondents. The study is used both descriptive and inferential data analysis to analyze data that collect from data collection tools. The results of this study revealed that customer relationship management implementation influences operations performance. Hence, it can be concluded that operations performance in the sampled district was reduced due to low practice of customer relationship management.
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