THE INFLUENCE OF CUSTOMER RELATIONSHIP MANAGEMENT TO CUSTOMER SATISFACTION AND RETENTION IN PROPERTY AND CASUALTY INSURANCE BROOKE ELLEN LYTTLE Bachelor of Arts in Psychology and Criminal Justice Kent State University May‚ 2003 Submitted in partial fulfillment of requirements for the degree MASTER OF ARTS IN PSYCHOLOGY at the CLEVELAND STATE UNIVERSITY May‚ 2008 This thesis has been approved for the Department of Psychology and the College of Graduate Studies Thesis Chairperson‚ Steven
Premium Insurance Marketing Customer relationship management
1.0 INTRODUCTION In managing the business which provides pure services to the customer‚ company need to ensure that the service delivered is meeting with expectation and satisfied the customer. The quality of services is considered to be a critical success factor for the service companies. Service is close conceptual as well as empirical link to customer satisfaction turned it into the core marketing instrument‚ making it the most researched area in services marketing (Fisk et al.‚ 1995; Bolton
Premium Hotel
IMPACT OF SWITCHING COST ON CUSTOMER SATISFACTION AND CUSTOMER RETENTION FOR INTERNET BANKING SERVICES: A STUDY BASED ON SRI LANKAN COMMERCIAL BANKS. BY N. M. GOONETILLEKE (2009/MISM/10) Submitted in accordance with the requirements for the degree of MASTERS IN INFORMATION SYSTEMS MANAGEMENT AT THE UNIVERSITY OF COLOMBO SUPERVISOR: DR. ANURA KARUNANAYAKE SEPTEMBER 2011 TABLE OF CONTENTS Page No Declaration ii Acknowledgment iii Abstract iv Table of
Premium Bank
of products by McDonalds and make recommendations. Marketing Concept strengths and weaknesses. Production Concept: The production concept is the process of making and distributing the products to the business outlets. Some businesses only focus on its production process rather than the distribution process. The whole production concept consists of quality control of the product‚ testing and measurement of the product. The marketing concepts strengths are that it allows McDonalds to focus on specific
Premium Marketing
CUSTOMER LOYALTY EFFECT ON FAST FOOD BRAND RETENTION 1.0 Background of Research 2.1 Problem Statement Based on the analysis from Euromonitor International (2010)‚ the report indicated that consumer spending on food has increased over the years‚ from RM 32‚317.8 million (2005) to RM 44.121.5 million (2010). According to Abdul Rehman Muhammad‚ Zia-ur-Rehman and Dr. Waheed Akhtar (n.d.)‚ creating loyalty about any brand and to retain customers is an essential and crucial element and
Premium Demographics Fast food restaurant Demographic profile
CONCEPT DEFINITION: Employee Retention involves taking measures to encourage employees to remain in the organization for the maximum period of time. Employee retention is a systematic effort by employers to create & foster an environment that encourages current employees to remain employed by having policies &practices in place that address their diverse needs. Retention is the process for members or volunteers remain active with the organization. Retention is not a particularly formal process
Premium Research Food Food industry
Distribution Strategy of McDonald - March 26th‚ 2011 McDonald’s Corporation is the world’s largest chain of hamburger fast food restaurants‚ serving more than 58 million customers daily. In addition to its signature restaurant chain‚ McDonald’s Corporation held a minority interest in Pret A Manger until 2008‚ was a major investor in the Chipotle Mexican Grill until 2006‚ and owned the restaurant chain Boston Market until 2007. A McDonald’s restaurant is operated by either a franchisee‚ an affiliate
Premium Marketing Fast food restaurant
Background of McDonald’s (Size‚ Employees‚ Reputation) McDonalds was founded in May 15‚ 1940. The founders of McDonalds are: Maurice McDonald‚ Richard McDonald and Ray Kroc. McDonald’s added 212 restaurants abroad the previous year‚ but its commanding lead left it still at the top in international presence between American based fast-food chains. The team which is leading McDonald’s in the UK: Jill McDonald‚ Richard Forte‚ Paul Pomroy ‚ Nick Hindle‚ Jez Langhorn‚ Lauren Cody‚ Henry Trickey
Premium Fast food Hamburger Fast food restaurant
McDonald’s (p. 266 in textbook) Due for both sections: Tuesday‚ 03 February‚ 2015 1. What were McDonald’s initial tactics to boost sales and counteract sluggish growth? One of the first tactics for McDonalds and other fast food industries is offering discounts and variety of new products to attract customers‚ as well as making new store designs. Another tactic is focusing on the through drive service. Drive-through service is 65% of the sales; they are trying to increase the speed of it by using timers
Premium Fast food Pizza Hut Fast food restaurant
Corporation: Regilding the Golden Arches McDonald ’s Corporation is the world ’s leading food service organization because customers come to McDonald ’s for their signature products and service. Today‚ customers are more health conscious and have an increase in the amount of healthy options that are available. Some of the main issues in this case study were the amount of CEO turnover in the beginning‚ changing the negative perception from customers‚ and redirecting the focus toward a new target
Free Super Size Me