EFFECT OF AFTER SALE SERVICES ON CUSTOMER SATISFACTION AND LOYALTY IN AUTOMOTIVE INDUSTRY OF ETHIOPIA BY KINDYE ESSA MUSTOFA ADDIS ABABA UNIVERSITY COLLEGE OF MANAGEMENT‚ INFORMATION AND ECONOMICS SCIENCE MASTER OF BUSINESS ADMINISTRATION PROGRAM August 2011 EFFECT OF AFTER SALE SERVICES ON CUSTOMER SATISFACTION AND LOYALTY IN AUTOMOTIVE INDUSTRY OF ETHIOPIA A Thesis Submitted to the School of Graduate Studies of Addis Ababa University in Partial Fulfillment to the Requirements
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A. Using the PESTEL framework‚ identify which of the factors are impacting the tourism industry in your country. B. Indicate also which of the factors that you have identified are most important and why. A. The PESTEL framework is designed to provide managers with an analytical tool to identify different macro-environmental factors that may affect business strategies and to assess how different environmental factors may influence business performance now and in the future. It includes
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Singapore 159835 Tel: +65 6279 3811 • Fax: +65 6273 0151‚ +65 6278 3181 Website: www.spring.gov.sg CONTENTS 1 Foreword 2 The Business Excellence Journey in Singapore 7 Management of the Business Excellence Awards 9 About the Business Excellence Framework 21 Criteria for Business Excellence 39 Scoring System 43 Criteria Response Guidelines 45 Glossary of Key Terms 49 Business Excellence Milestones 51 SQA Governing Council 52 SQA Management Committee FOREWORD THE BUSINESS EXCELLENCE JOURNEY
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The Knowledge Economy INTEGRATED INNOVATION MANAGEMENT FRAMEWORK Nader NADA1 Abstract: Through our literature review we realized that the full implementation of innovation framework in many organizations does not appear to take place routinely within management practice and that‚ where it does‚ it tends to focus on output measures. Further‚ from the relatively small number of empirical studies of frameworks in practice‚ measurement of innovation management appears to be undertaken infrequently
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quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model Ling Zhao a‚ Yaobin Lu a‚⁎‚ Long Zhang a‚⁎‚ Patrick Y.K. Chau b a b School of Management‚ Huazhong University of Sci. and Tec. Wuhan 430074‚ China School of Business‚ The University of Hong Kong‚ Hong Kong‚ China a r t i c l e i n f o a b s t r a c t Understanding the antecedents and consequences of customer satisfaction in the mobile
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their current state of being/symptoms. One example the form gives is the clients suicide risk. Lastly it feeds into the social aspects such as substance abuse and what effects that had on your life. Overall‚ this form outlines the Multidimensional Framework. b) Are
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Loyalty can be found in many different forms‚ but if there is loyalty‚ then there is also disloyalty. A wise man once mentioned that “Some people will only love you as much as they can use you. Their loyalty ends where the benefit stops”. This quote relates to many people in our world today. It even relates to Odysseus‚ the main character in The Odyssey by Homer. Odysseus leaves his home to fight in the war at Troy for ten years and spends another ten years traveling home. Odysseus brings his crew
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“Customer loyalty can make or break a brand.” How far do you agree with this statement? Increasing number of companies put the strategy of customer loyalty into focus. Marketers from different countries come to an agreement that combining customer development with customer retention can bring long-term impact on brand performance (Kotler‚ 2003). In specific‚ price premium‚ brand awareness and market share closely associated with brand profitability count on customer loyalty. For instance‚ loyal
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Lastly‚ I want to address how I believe the Holy Spirit is working in my life. Certainly‚ I recognize sin affects our personality traits‚ yet with the guidance of the Holy Spirit‚ I understand who I am as an individual and how sinful tendencies influence me‚ which in turn‚ are the same personality traits given to me by God (Fischer‚ 2006). In my earthly life I will be conflicted with overcoming my sinful nature and do as God desires. It is difficult for me to inquire for assistance or speak openly
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Implementing a Customer Relationship Strategy" The Asymmetric Impa ’et of Poor Versus Excellent Execution Mark R. Colgate Peter J. Danaher University of Auckland‚ New Zealand The benefits of developing customer relationships are well established. However‚ a well-intentioned relationship marketing strategy may fail because of poor implementation. In this study‚ the authors look at the effects of implementing a customer relationship strategy. Specifically‚ they examine the implementation
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