CHAPTER 5: Focusing on Customer (Review Questions) Submitted by: Frances Marie Perez Dan Kenneth Reyes 1. Explain the difference between satisfaction and loyalty. Why is loyalty more important? Customer loyalty is unnerving and unswerving; it cannot easily be changed‚ even in the face of remarkably changed situations. Customer satisfaction on the other hand is immensely fickle‚ and can change dramatically‚ even with the slightest of changes in situations. Loyalty
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LITERATURE REVIEW- COMPARATIVE ICICI & SBI 1. This article depicts a comparative study on the personal banking services of ICICI Bank and SBI. The advantage of one scheme over another is studied and reasons for why one should choose a particular scheme is also given. Various schemes offered by both the banks were studied and data was gathered which also highlighted the risk areas of all the schemes are carefully looked at. Source: http://www.scribd.com/doc/28674754/sbi-icici 2. This article
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Disclosures About CSR Practices: A Literature Review Kavitha W * and Anita P ** Corporate Social Responsibility (CSR) is now prominent and evident more than ever due to the emphasis laid on businesses regarding environmental‚ social and ethical issues. The level of CSR activities of the firms is made known to public only through the disclosures. This paper reviews the literature on CSR disclosures and the effect of these disclosures. There are various factors which determine the extent of
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study…………………………………………………………… A statement of the problem………………………………………………………… Hypothesis………………………………………………………………………….. Scope………………………………………………………………………………. Need for the proposed system……………………………………………………… CHAPTER TWO Literature Review………………………………………………………………….. CHAPTER THREE Methodology……………………………………………………………………… Software requirements……………………………………………………………. Abstract An online shopping system that permits a customer to submit online orders
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weaknesses of customer satisfaction as a performance measure in this case? In general? In the past‚ banks generally would not use customer satisfaction as one of the indicators for the performance evaluation. However‚ customers’ service expectation has become much higher and highly related to the profitability of the bank in the 1990s’. Customers are requesting comprehensive selection of banking products with thorough customer service. Under the trend‚ Citibank added the customer satisfaction as non-financial
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business concern. Simply‚ ratio means the comparison of one figure to other relevant figure or figures. According to Myers ‚ “Ratio analysis of financial statements is a study of relationship among various financial factors in a business as disclosed by a single set of statements and a study of trend of these factors as shown in a series of statements." Advantages and Uses of Ratio Analysis There are various groups of people who are interested in analysis of financial position of a company. They
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2007 1 CONTENTS Introduction to Customer Satisfaction Case Scenario Research Objective Methodology - Survey Method - Sampling Method - Determining Sample Size Questionnaire Design Analysing Result Conclusion Appendix Bibliography Word Count: 2‚721 Page 3 4 4 4 6 9 10 11 12 2 Introduction to Customer Satisfaction Satisfaction arises when an expectation is being fulfilled. Customer satisfaction refers to the extent to which customers are happy with the products and services
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2012 THE DRIVERS OF CUSTOMERS’ SATISFACTION OF AIRTEL BANGLADESH LIMITED M. S. Hossain1*‚ M. A. Hossain2 and M. J. A. Siddikee3 M. S. Hossain‚ M. A. Hossain and M. J. A. Siddikee (2012). The Drivers of Customers’ Satisfaction of Airtel Bangladesh Limited. Bangladesh Res. Pub. J. 7(4): 437-445. Retrieve from http://www.bdresearchpublications.com/admin/journal/upload/09366/09366.pdf Abstract The study attempts to identify the most important drivers of customers’ satisfaction of Airtel in Bangladesh
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Literature Review The literature review regarding various hr practices is presented in the following paragraphs. Job analysis is the process of obtaining information about jobs i. e. information about the tasks to be done on the job‚ as well as personal characteristics(education‚ experience‚ specialized training) necessary to do the tasks Job analysis in many ways is the first personnel activity that affects commitment and performance (Dessler 2003). Human resource planning analyzes and identifies
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Research Proposal Customer Satisfaction in the Restaurant Industry Part I: Research Proposal I-1. Research Background In today’s competitive dynamic environment it is crucial to maintain existing customers and gain new ones. This goes for the restaurant industry as well‚ where not only the quality of the food plays a major role‚ but also the quality of the service itself. This has been recognized by the restaurant X which offers traditional Greek food. Due
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