subject:(Customer satisfaction)

University of Nairobi

1. Wang’ondu, R Wamucii. Factors affecting customer satisfaction in airline industry .

Degree: 2009, University of Nairobi

URL: http://erepository.uonbi.ac.ke:8080/xmlui/handle/123456789/13169

► This study was conducted with the objective of finding out the factors affecting customer satisfaction in the airline industry and also determine attributes that passengers… (more)

Subjects/Keywords: Customer satisfaction

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6^th Edition):

Wang’ondu, R. W. (2009). Factors affecting customer satisfaction in airline industry . (Thesis). University of Nairobi. Retrieved from http://erepository.uonbi.ac.ke:8080/xmlui/handle/123456789/13169

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Wang’ondu, R Wamucii. “Factors affecting customer satisfaction in airline industry .” 2009. Thesis, University of Nairobi. Accessed October 21, 2019. http://erepository.uonbi.ac.ke:8080/xmlui/handle/123456789/13169.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Wang’ondu, R Wamucii. “Factors affecting customer satisfaction in airline industry .” 2009. Web. 21 Oct 2019.

Vancouver:

Wang’ondu RW. Factors affecting customer satisfaction in airline industry . [Internet] [Thesis]. University of Nairobi; 2009. [cited 2019 Oct 21]. Available from: http://erepository.uonbi.ac.ke:8080/xmlui/handle/123456789/13169.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Wang’ondu RW. Factors affecting customer satisfaction in airline industry . [Thesis]. University of Nairobi; 2009. Available from: http://erepository.uonbi.ac.ke:8080/xmlui/handle/123456789/13169

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

University of Nairobi

2. Maingi, Benard M. Effect of in-store logistics operations practices on customer satisfaction in supermarkets in Mombasa county .

Degree: 2015, University of Nairobi

URL: http://hdl.handle.net/11295/94401

► The study focus was to establish the relationship between in-store logistics operations practices on customer satisfaction in supermarkets in Mombasa County. The objectives of the… (more)

▼ The study focus was to establish the relationship between in-store logistics operations practices on customer satisfaction in supermarkets in Mombasa County. The objectives of the study were as follows: determine the in-store logistics operations practices that have been adopted by supermarkets in Mombasa County, establish the effect of in-store logistics operations practices on customer satisfaction and to determine the challenges faced by the supermarkets when adopting in-store logistics operations practices. The study used descriptive cross sectional census survey design which describes people responses to questions about a phenomenon and perceptions. The study population was 10 supermarkets based on Mombasa County. The data collection was done by use of questionnaires that we administered to the respondents using drop and pick later method. The respondents were supermarket managers because they were deemed to be well versed with in-store logistics operations practices in their respective supermarkets. Descriptive statistics such as mean, standard deviation and frequency were used in the analysis. The study used correlation analysis to establish the relationship between independent variables (in-store logistics operations practices) and dependent variable (customer satisfaction). The study also used regression analysis to establish the association between independent variables and dependent variable. The study found out that supermarkets adopted a variety of in-store logistics operations practices in the areas of forward and reverse logistics, in-store activities, inventory management, multi-retail activities and data management and master store planning. The study also found out that customer satisfaction improved as a result of adopting in-store logistics operations practices. It was also established that the model had a moderate explanatory power of the relationship between in-store logistics operations practices and customer satisfaction. From the findings of the study, the researcher recommended that supermarkets should adopt forward and reverse logistics, in-store activities, inventory management, multi-channel retail activities and data management and store planning in-store logistics operations practices because they contribute to customer satisfaction. However, forward and reverse logistics operations practices was found to require careful management because it can easily lead to customer dissatisfaction if mismanaged. Policies and guided frameworks on integration of in-store logistics operations practices on routine operations of supermarkets were also recommended.

Subjects/Keywords: customer satisfaction

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APA (6^th Edition):

Maingi, B. M. (2015). Effect of in-store logistics operations practices on customer satisfaction in supermarkets in Mombasa county . (Thesis). University of Nairobi. Retrieved from http://hdl.handle.net/11295/94401

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Maingi, Benard M. “Effect of in-store logistics operations practices on customer satisfaction in supermarkets in Mombasa county .” 2015. Thesis, University of Nairobi. Accessed October 21, 2019. http://hdl.handle.net/11295/94401.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Maingi, Benard M. “Effect of in-store logistics operations practices on customer satisfaction in supermarkets in Mombasa county .” 2015. Web. 21 Oct 2019.

Vancouver:

Maingi BM. Effect of in-store logistics operations practices on customer satisfaction in supermarkets in Mombasa county . [Internet] [Thesis]. University of Nairobi; 2015. [cited 2019 Oct 21]. Available from: http://hdl.handle.net/11295/94401.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Maingi BM. Effect of in-store logistics operations practices on customer satisfaction in supermarkets in Mombasa county . [Thesis]. University of Nairobi; 2015. Available from: http://hdl.handle.net/11295/94401

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

3. Khan, Rizwan. Examining factors affecting customer satisfaction : A case-study of a Swedish firm.

Degree: Technology and Society, 2011, University of Skövde

URL: http://urn.kb.se/resolve?urn=urn:nbn:se:his:diva-5386

► Customer satisfaction, are not just two words simply to be used in any businesscontext. Actually, these are the words that encapsulate the theme of… (more)

Subjects/Keywords: Customer satisfaction; Services; Factors affecting customer satisfaction.

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APA (6^th Edition):

Khan, R. (2011). Examining factors affecting customer satisfaction : A case-study of a Swedish firm. (Thesis). University of Skövde. Retrieved from http://urn.kb.se/resolve?urn=urn:nbn:se:his:diva-5386

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Khan, Rizwan. “Examining factors affecting customer satisfaction : A case-study of a Swedish firm.” 2011. Thesis, University of Skövde. Accessed October 21, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:his:diva-5386.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Khan, Rizwan. “Examining factors affecting customer satisfaction : A case-study of a Swedish firm.” 2011. Web. 21 Oct 2019.

Vancouver:

Khan R. Examining factors affecting customer satisfaction : A case-study of a Swedish firm. [Internet] [Thesis]. University of Skövde; 2011. [cited 2019 Oct 21]. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:his:diva-5386.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Khan R. Examining factors affecting customer satisfaction : A case-study of a Swedish firm. [Thesis]. University of Skövde; 2011. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:his:diva-5386

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Addis Ababa University

4. Desta, Tesfaw. Public Service Delivery Reform and Customer Satisfaction: The Case of Social Security Agency (SSA) And Document Authentication and Registration Office (Daro) .

Degree: 2008, Addis Ababa University

URL: http://etd.aau.edu.et/dspace/handle/123456789/5069

► Public service delivery has become the central focus of recent Public Sector Reforms (PSRs) throughout the world. The public service reform program is one of… (more)

Subjects/Keywords: Reform; Customer satisfaction

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APA (6^th Edition):

Desta, T. (2008). Public Service Delivery Reform and Customer Satisfaction: The Case of Social Security Agency (SSA) And Document Authentication and Registration Office (Daro) . (Thesis). Addis Ababa University. Retrieved from http://etd.aau.edu.et/dspace/handle/123456789/5069

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Desta, Tesfaw. “Public Service Delivery Reform and Customer Satisfaction: The Case of Social Security Agency (SSA) And Document Authentication and Registration Office (Daro) .” 2008. Thesis, Addis Ababa University. Accessed October 21, 2019. http://etd.aau.edu.et/dspace/handle/123456789/5069.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Desta, Tesfaw. “Public Service Delivery Reform and Customer Satisfaction: The Case of Social Security Agency (SSA) And Document Authentication and Registration Office (Daro) .” 2008. Web. 21 Oct 2019.

Vancouver:

Desta T. Public Service Delivery Reform and Customer Satisfaction: The Case of Social Security Agency (SSA) And Document Authentication and Registration Office (Daro) . [Internet] [Thesis]. Addis Ababa University; 2008. [cited 2019 Oct 21]. Available from: http://etd.aau.edu.et/dspace/handle/123456789/5069.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Desta T. Public Service Delivery Reform and Customer Satisfaction: The Case of Social Security Agency (SSA) And Document Authentication and Registration Office (Daro) . [Thesis]. Addis Ababa University; 2008. Available from: http://etd.aau.edu.et/dspace/handle/123456789/5069

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

KTH

5. WERIN, AXEL HEUMANN BAUER. Common issues with Customer Satisfaction Measurement : Why do some companies succeed and fail.

Degree: Industrial marketing, 2016, KTH

URL: http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-194154

►

Customer satisfaction measurement (CSM) is a common practice. Some companies, that are new to CSM, experience difficulties as their CSM programs (CSMPs) fail to… (more)

▼

Customer satisfaction measurement (CSM) is a common practice. Some companies, that are new to CSM, experience difficulties as their CSM programs (CSMPs) fail to deliver expected results. This thesis stresses that preparation and the usage of the results from measurements could be at least as important as measuring. Further it argues that the most severe CSMP issues are not related to measurement, but to what comes before and after measuring. Issues related to measurement tend to be symptoms of more severe issues. The proposed CSMP model involves three phases: Preparation, measurement and action. Each phase has their inherent issues. This thesis identifies (1) lack of commitment, (2) ineffective action, and (3) vague starting point as common CSMP issues. Lack of commitment may cause failure at any phase of the CSMP and, if the results from measurement are not utilized, the entire effort has been wasted. To plan for and follow through with action is essential. Enabling effective action and creating commitment are both far-reaching challenges with many implications. These implications are similar to those of change management. CSM and change management can be seen as neighboring fields and many issues of CSMPs could be solved from a change management perspective. Vague starting point infers poor strategic alignment between selected method, intended purpose and present conditions. A good enough strategic alignment is crucial to a CSMP. There are many reasons why achieving this alignment is challenging. Those new to CSM are faced with many unknown unknowns, and even for those who know the questions, finding the answers may be difficult.

Kundnöjdhetsmätningar är vanliga. Vissa företag som börjar med kundnöjdhetsmätningar kan uppleva att programmen misslyckas att leverera förväntat resultat. Detta arbete visar att förberedelse och tillämpning av mätningsresultatet är minst lika viktigt som själva mätningen. Ytterligare hävdar den att de allvarligaste problemen med undnöjdhetsmätningsprogram inte är kopplade till själva mätningen utan till det som sker före och efter mätning. Problem relaterade till mätningen är oftast symptom av andra allvarligare problem. Den föreslagna kundnöjdhetsmätningsmodellen involverar tre distinkta steg: Förberedelse, mätning och handling. Detta arbete identifierar (1) brist på engagemang, (2) ineffektiv uppföljning och (3) vag utgångspunkt som kärnproblem. Brist på engagemang kan stjälpa ett program i alla dess faser och, ifall resultaten från mätningen inte används så är hela ansträngningen förgäves. Att planera och utföra uppföljningsarbete är viktigt. Möjliggöra uppföljning och att bygga engagemang är långtgående utmaningar med många implikationer. Dessa implikationer liknar de som uppstår vid change management. Kundnöjdhetsmätning och change management är närliggande områden. Därmed kan flera problem med kundnöjdhetsmätningsprogram angripas från ett change management perspektiv. En vag utgångspunkt innebär bristande strategisk koppling mellan den valda metoden, ämnade syftet och…

Subjects/Keywords: Customer satisfaction; Customer satisfaction measurement; Customer; Kundnöjdhet; Kundnöjdhetsmätning; Kundnöjdhetsmätningsprogram

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APA (6^th Edition):

WERIN, A. H. B. (2016). Common issues with Customer Satisfaction Measurement : Why do some companies succeed and fail. (Thesis). KTH. Retrieved from http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-194154

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

WERIN, AXEL HEUMANN BAUER. “Common issues with Customer Satisfaction Measurement : Why do some companies succeed and fail.” 2016. Thesis, KTH. Accessed October 21, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-194154.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

WERIN, AXEL HEUMANN BAUER. “Common issues with Customer Satisfaction Measurement : Why do some companies succeed and fail.” 2016. Web. 21 Oct 2019.

Vancouver:

WERIN AHB. Common issues with Customer Satisfaction Measurement : Why do some companies succeed and fail. [Internet] [Thesis]. KTH; 2016. [cited 2019 Oct 21]. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-194154.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

WERIN AHB. Common issues with Customer Satisfaction Measurement : Why do some companies succeed and fail. [Thesis]. KTH; 2016. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-194154

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

6. Lu, Phuc Hong. Customer Satisfaction towards Retailers : ICA, ICA NÄRA and COOP FORUM .

Degree: the Humanities and Social Science, 2011, Gotland University

URL: http://urn.kb.se/resolve?urn=urn:nbn:se:hgo:diva-1005

► In the midst of stiff and fierce competition and increased number of grocery retail outlets providing a variety of products, customers have become accustomed… (more)

Subjects/Keywords: Customer Satisfaction; Dimensions of Satisfaction; Customer Satisfaction Levels

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APA (6^th Edition):

Lu, P. H. (2011). Customer Satisfaction towards Retailers : ICA, ICA NÄRA and COOP FORUM . (Thesis). Gotland University. Retrieved from http://urn.kb.se/resolve?urn=urn:nbn:se:hgo:diva-1005

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Lu, Phuc Hong. “Customer Satisfaction towards Retailers : ICA, ICA NÄRA and COOP FORUM .” 2011. Thesis, Gotland University. Accessed October 21, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:hgo:diva-1005.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Lu, Phuc Hong. “Customer Satisfaction towards Retailers : ICA, ICA NÄRA and COOP FORUM .” 2011. Web. 21 Oct 2019.

Vancouver:

Lu PH. Customer Satisfaction towards Retailers : ICA, ICA NÄRA and COOP FORUM . [Internet] [Thesis]. Gotland University; 2011. [cited 2019 Oct 21]. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:hgo:diva-1005.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Lu PH. Customer Satisfaction towards Retailers : ICA, ICA NÄRA and COOP FORUM . [Thesis]. Gotland University; 2011. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:hgo:diva-1005

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

NSYSU

7. Pan, Ching-Fen. Customer Participation in Tourism Marketing.

Degree: Master, Master of Business Administration Program in International Business, 2011, NSYSU

URL: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0713111-143646

► Recent tourism marketing development has highlighted the importance of customer participation. Owing to experience-seeking and use of internet, customers start to behave themselves as value… (more)

Subjects/Keywords: customer participation; communication; customer expertise; commitment; customer satisfaction; customer loyalty; tourism

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APA (6^th Edition):

Pan, C. (2011). Customer Participation in Tourism Marketing. (Thesis). NSYSU. Retrieved from http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0713111-143646

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Pan, Ching-Fen. “Customer Participation in Tourism Marketing.” 2011. Thesis, NSYSU. Accessed October 21, 2019. http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0713111-143646.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Pan, Ching-Fen. “Customer Participation in Tourism Marketing.” 2011. Web. 21 Oct 2019.

Vancouver:

Pan C. Customer Participation in Tourism Marketing. [Internet] [Thesis]. NSYSU; 2011. [cited 2019 Oct 21]. Available from: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0713111-143646.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Pan C. Customer Participation in Tourism Marketing. [Thesis]. NSYSU; 2011. Available from: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0713111-143646

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

University of Pretoria

8. Heath, Eric Ernie. The determinants of customer co-production and satisfaction in a compliance dependent service.

Degree: MCom, Marketing Management, 2013, University of Pretoria

URL: http://hdl.handle.net/2263/24649

► Customer compliance has become a pivotal consideration in the marketing strategies of lifestyle management programmes. Previous research has shown that the better customers comply with… (more)

▼ Customer compliance has become a pivotal consideration in the marketing strategies of lifestyle management programmes. Previous research has shown that the better customers comply with the directives of service providers, the higher their levels of customer satisfaction (Dellande, 1999). There are numerous lifestyle management programmes available on the market today. Many of these programmes have been linked to the usage of a nutritional product range as a pre-requisite for entering the programme. The investigation of customer compliance in lifestyle management programmes is very important because many of the major societal problems of today, such as high-fat diets, poor physical fitness, substance abuse and smoking, exist because people make poor health choices. Most of the leading causes of death could be reduced substantially if people at risk change five behaviours, namely non-compliance with beneficial health behaviours, poor diet, lack of exercise, smoking and alcohol and drug abuse. The many societal ills related to non-compliance with the aforementioned five behaviours and the dearth of knowledge about the determinants of customer compliance were the main motivations for this study. Another important goal, underlying the motivation for this study, was to understand the relationship between role clarity, role ability, motivation, customer satisfaction and goal attainment. Motivation, which for the purpose of this study has been divided into intrinsic and extrinsic motivation, proved to be the strongest predictor of customer compliance. An online self-administered questionnaire was used to gather quantitative data from 155 respondents who have successfully completed a lifestyle management programme. The results of the first regression model indicated that two of the four independent variables, namely “customers’ role ability” and “intrinsic motivation”, are statistically significant, positive predictors of the dependent variable “customer compliance”. The other two independent variables, “customer role clarity” and “extrinsic motivation”, are not statistically significant predictors of “customer compliance”. The results of the second regression model indicated that “customer compliance” and “customer goal attainment” are statistically significant positive predictors of the dependent variable “customer satisfaction” The most important construct of the study, highlighted in Chapter 6 as well as in the study by Dellande (1999), is customer motivation. If a customer is not motivated, compliance levels will not be sufficient to generate high levels of customer satisfaction. Customer motivation was divided into extrinsic motivation and intrinsic motivation with intrinsic motivation proving to have a stronger correlation with customer compliance than extrinsic motivation. The study was conducted across three different organisations. Research has also suggested that more than half of the customers who commence with a lifestyle management programme never complete the programme or revert to the original lifestyle they… Advisors/Committee Members: Kotze, Theuns G. (advisor).

Subjects/Keywords: Customer satisfaction; Customers; Services; Customer compliance; UCTD

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6^th Edition):

Heath, E. E. (2013). The determinants of customer co-production and satisfaction in a compliance dependent service. (Masters Thesis). University of Pretoria. Retrieved from http://hdl.handle.net/2263/24649

Chicago Manual of Style (16^th Edition):

Heath, Eric Ernie. “The determinants of customer co-production and satisfaction in a compliance dependent service.” 2013. Masters Thesis, University of Pretoria. Accessed October 21, 2019. http://hdl.handle.net/2263/24649.

MLA Handbook (7^th Edition):

Heath, Eric Ernie. “The determinants of customer co-production and satisfaction in a compliance dependent service.” 2013. Web. 21 Oct 2019.

Vancouver:

Heath EE. The determinants of customer co-production and satisfaction in a compliance dependent service. [Internet] [Masters thesis]. University of Pretoria; 2013. [cited 2019 Oct 21]. Available from: http://hdl.handle.net/2263/24649.

Council of Science Editors:

Heath EE. The determinants of customer co-production and satisfaction in a compliance dependent service. [Masters Thesis]. University of Pretoria; 2013. Available from: http://hdl.handle.net/2263/24649

Nelson Mandela Metropolitan University

9. Meyer, Warren Carlo. Investigating customer service excellence at Lakeside Spar.

Degree: MBA, Faculty of Business and Economic Sciences, 2009, Nelson Mandela Metropolitan University

URL: http://hdl.handle.net/10948/1016

► Service delivery is critical to the customer’s perception of value and is core to the success of an organisation. Excellent customer service incorporates the critical… (more)

▼ Service delivery is critical to the customer’s perception of value and is core to the success of an organisation. Excellent customer service incorporates the critical aspects of: expedient service delivery; open and honest communication; individual, personalised service; engendering customer loyalty; problem-solving; under-promising and over-delivering; meeting and exceeding expectations; efficient use of infrastructure, systems and procedures to facilitate efficient operations and, in particular, effective use of knowledge management with a focus on customer lifecycle care (Kingstone, 2004, 2005; Zarbock, 2006). Best-practice organisations now use Customer Relationship Management (CRM) programmes that are customer-centric based in order to ensure excellent customer service delivery. Recently, organisations such as Tesco and Nordstrom have adopted customer-centric CRM successfully, providing concrete proof that this CRM model is sustainable and that it produces the highly lucrative win-win benefits which organisations seek (Beasty, 2005; Hallberg, 2001:19; Gratehouse, 2002; Rowe, 2002). 5 Glossary • Continuous improvement: an approach to improving performance which assumes more and smaller incremental improvement steps (Pycraft, Singh, Phihlela, Slack, Chambers, Harland, Harrison, & Johnston, 2002); • Connectivity: the ability to communicate with another system or piece of hardware or software, or with an internet site (Encarta World English Dictionary); • Customer-centric: the use of every touch-point to stimulate interest, close business, satisfy a need or demonstrate commitment to the customer relationship (Gianforte, 2005); • Customer expectations: the customer's perception of the quality of service (LeBoeuf, 1991) and value (Thompson, 2004); • Customer Experience Management: managing customer interactions to build brand equity and long-term profitability (Thompson, 2006a); • Customer lifecycle care: to ensure that every touch-point fulfils its value-potential, regardless of whether the interaction happens in marketing, sales or customer service (Gianforte, 2005); • Customer loyalty: customer’s attitudes and behaviour relating to their perception of value at every touch-point where they feel welcome, important and valued (Thompson, 2004); • Customer Relationship Advisors/Committee Members: Groenewald, Wendy.

Subjects/Keywords: Consumer satisfaction; Customer services; Customer relations management

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APA (6^th Edition):

Meyer, W. C. (2009). Investigating customer service excellence at Lakeside Spar. (Masters Thesis). Nelson Mandela Metropolitan University. Retrieved from http://hdl.handle.net/10948/1016

Chicago Manual of Style (16^th Edition):

Meyer, Warren Carlo. “Investigating customer service excellence at Lakeside Spar.” 2009. Masters Thesis, Nelson Mandela Metropolitan University. Accessed October 21, 2019. http://hdl.handle.net/10948/1016.

MLA Handbook (7^th Edition):

Meyer, Warren Carlo. “Investigating customer service excellence at Lakeside Spar.” 2009. Web. 21 Oct 2019.

Vancouver:

Meyer WC. Investigating customer service excellence at Lakeside Spar. [Internet] [Masters thesis]. Nelson Mandela Metropolitan University; 2009. [cited 2019 Oct 21]. Available from: http://hdl.handle.net/10948/1016.

Council of Science Editors:

Meyer WC. Investigating customer service excellence at Lakeside Spar. [Masters Thesis]. Nelson Mandela Metropolitan University; 2009. Available from: http://hdl.handle.net/10948/1016

NSYSU

10. Tsai, Cheng-Hsien. A Study on Relationships among Service Quality, Customer Satisfaction and Customer Loyalty-The Post Exchange of Marine Corps School.

Degree: Master, EMPP, 2012, NSYSU

URL: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0813112-160703

► The purpose of this paper is to explore the consumers at Republic of China Marine Corps School Military 534 Camp Station and the relationship between… (more)

Subjects/Keywords: service quality; customer loyalty; customer satisfaction

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APA (6^th Edition):

Tsai, C. (2012). A Study on Relationships among Service Quality, Customer Satisfaction and Customer Loyalty-The Post Exchange of Marine Corps School. (Thesis). NSYSU. Retrieved from http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0813112-160703

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Tsai, Cheng-Hsien. “A Study on Relationships among Service Quality, Customer Satisfaction and Customer Loyalty-The Post Exchange of Marine Corps School.” 2012. Thesis, NSYSU. Accessed October 21, 2019. http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0813112-160703.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Tsai, Cheng-Hsien. “A Study on Relationships among Service Quality, Customer Satisfaction and Customer Loyalty-The Post Exchange of Marine Corps School.” 2012. Web. 21 Oct 2019.

Vancouver:

Tsai C. A Study on Relationships among Service Quality, Customer Satisfaction and Customer Loyalty-The Post Exchange of Marine Corps School. [Internet] [Thesis]. NSYSU; 2012. [cited 2019 Oct 21]. Available from: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0813112-160703.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Tsai C. A Study on Relationships among Service Quality, Customer Satisfaction and Customer Loyalty-The Post Exchange of Marine Corps School. [Thesis]. NSYSU; 2012. Available from: http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0813112-160703

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

University of Pretoria

11. [No author]. The determinants of customer co-production and satisfaction in a compliance dependent service .

Degree: 2013, University of Pretoria

URL: http://upetd.up.ac.za/thesis/available/etd-05132013-161230/

► Customer compliance has become a pivotal consideration in the marketing strategies of lifestyle management programmes. Previous research has shown that the better customers comply with… (more)

▼ Customer compliance has become a pivotal consideration in the marketing strategies of lifestyle management programmes. Previous research has shown that the better customers comply with the directives of service providers, the higher their levels of customer satisfaction (Dellande, 1999). There are numerous lifestyle management programmes available on the market today. Many of these programmes have been linked to the usage of a nutritional product range as a pre-requisite for entering the programme. The investigation of customer compliance in lifestyle management programmes is very important because many of the major societal problems of today, such as high-fat diets, poor physical fitness, substance abuse and smoking, exist because people make poor health choices. Most of the leading causes of death could be reduced substantially if people at risk change five behaviours, namely non-compliance with beneficial health behaviours, poor diet, lack of exercise, smoking and alcohol and drug abuse. The many societal ills related to non-compliance with the aforementioned five behaviours and the dearth of knowledge about the determinants of customer compliance were the main motivations for this study. Another important goal, underlying the motivation for this study, was to understand the relationship between role clarity, role ability, motivation, customer satisfaction and goal attainment. Motivation, which for the purpose of this study has been divided into intrinsic and extrinsic motivation, proved to be the strongest predictor of customer compliance. An online self-administered questionnaire was used to gather quantitative data from 155 respondents who have successfully completed a lifestyle management programme. The results of the first regression model indicated that two of the four independent variables, namely “customers’ role ability” and “intrinsic motivation”, are statistically significant, positive predictors of the dependent variable “customer compliance”. The other two independent variables, “customer role clarity” and “extrinsic motivation”, are not statistically significant predictors of “customer compliance”. The results of the second regression model indicated that “customer compliance” and “customer goal attainment” are statistically significant positive predictors of the dependent variable “customer satisfaction” The most important construct of the study, highlighted in Chapter 6 as well as in the study by Dellande (1999), is customer motivation. If a customer is not motivated, compliance levels will not be sufficient to generate high levels of customer satisfaction. Customer motivation was divided into extrinsic motivation and intrinsic motivation with intrinsic motivation proving to have a stronger correlation with customer compliance than extrinsic motivation. The study was conducted across three different organisations. Research has also suggested that more than half of the customers who commence with a lifestyle management programme never complete the programme or revert to the original lifestyle they… Advisors/Committee Members: Kotze, Theuns G (advisor).

Subjects/Keywords: Customer satisfaction; Customers; Services; Customer compliance; UCTD

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6^th Edition):

author], [. (2013). The determinants of customer co-production and satisfaction in a compliance dependent service . (Masters Thesis). University of Pretoria. Retrieved from http://upetd.up.ac.za/thesis/available/etd-05132013-161230/

Chicago Manual of Style (16^th Edition):

author], [No. “The determinants of customer co-production and satisfaction in a compliance dependent service .” 2013. Masters Thesis, University of Pretoria. Accessed October 21, 2019. http://upetd.up.ac.za/thesis/available/etd-05132013-161230/.

MLA Handbook (7^th Edition):

author], [No. “The determinants of customer co-production and satisfaction in a compliance dependent service .” 2013. Web. 21 Oct 2019.

Vancouver:

author] [. The determinants of customer co-production and satisfaction in a compliance dependent service . [Internet] [Masters thesis]. University of Pretoria; 2013. [cited 2019 Oct 21]. Available from: http://upetd.up.ac.za/thesis/available/etd-05132013-161230/.

Council of Science Editors:

author] [. The determinants of customer co-production and satisfaction in a compliance dependent service . [Masters Thesis]. University of Pretoria; 2013. Available from: http://upetd.up.ac.za/thesis/available/etd-05132013-161230/

Nelson Mandela Metropolitan University

12. Xaluva, Bongiwe Lumka. Improving customer retention at a selected medical fund through internal service quality and customer relationship management.

Degree: Faculty of Business and Economic Sciences, 2012, Nelson Mandela Metropolitan University

URL: http://hdl.handle.net/10948/d1008118

► In today’s competitive arena, organisations need strategically to shift their focus from primarily concentrating on new customer acquisitions and rather to realise the importance of… (more)

▼ In today’s competitive arena, organisations need strategically to shift their focus from primarily concentrating on new customer acquisitions and rather to realise the importance of improving customer defections, thus looking at strategically retaining the existing customer base. Customer retention to all intents and purposes reflects the core of any service offering organisation and drives the competitiveness and viability of the business. Customer retention is a concern for all sector organisations including the medical aid schemes industry. It has been proven that retaining customers is less costly than attracting new ones and through a satisfied customer a business can elevate its competitiveness in the market. The significance of the study hinges on the importance of each business having comprehensive knowledge of why customers remain loyal patrons or why they choose to defect. It is important to note that the financial resources and time the business expends on improving service to the customer become futile if not matched by the high performance of the internal business units’ strategies. Having an understanding of customer movement will assist the organisation in properly addressing such issues and employing strategic processes that will enable the business to improve its retention strategies and curb defections. The primary objective of the current study was to investigate the impact internal service quality and customer relationship management have on customer retention. The study employed the SERVQUAL model as a measuring tool in establishing the relationship. The study investigated how customer retention (the dependent variable) is influenced by the different elements of internal service quality, namely assurance, empathy, service reliability, responsiveness, tangibles and elationship management, which represented the independent variables. The sample comprised eighty-one (81) out of a possible 130 AA Medical Scheme participants through the organisation’s four national offices. The empirical results showed that of all the variables relationship management, responsiveness and the tangibles have a positive impact on customer retention in medical aid schemes.

Subjects/Keywords: Customer relations – Management; Customer services; Consumer satisfaction

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6^th Edition):

Xaluva, B. L. (2012). Improving customer retention at a selected medical fund through internal service quality and customer relationship management. (Thesis). Nelson Mandela Metropolitan University. Retrieved from http://hdl.handle.net/10948/d1008118

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Xaluva, Bongiwe Lumka. “Improving customer retention at a selected medical fund through internal service quality and customer relationship management.” 2012. Thesis, Nelson Mandela Metropolitan University. Accessed October 21, 2019. http://hdl.handle.net/10948/d1008118.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Xaluva, Bongiwe Lumka. “Improving customer retention at a selected medical fund through internal service quality and customer relationship management.” 2012. Web. 21 Oct 2019.

Vancouver:

Xaluva BL. Improving customer retention at a selected medical fund through internal service quality and customer relationship management. [Internet] [Thesis]. Nelson Mandela Metropolitan University; 2012. [cited 2019 Oct 21]. Available from: http://hdl.handle.net/10948/d1008118.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Xaluva BL. Improving customer retention at a selected medical fund through internal service quality and customer relationship management. [Thesis]. Nelson Mandela Metropolitan University; 2012. Available from: http://hdl.handle.net/10948/d1008118

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Halmstad University

13. Matagne, Sébastien. The role of Relationship Marketing for Customer satisfaction in the banking sector.

Degree: Business and Engineering (SET), 2013, Halmstad University

URL: http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-23706

► More and more companies are faced with fierce competition; ergo, companies are consistently trying to build a long term relationships with their customer. In… (more)

Subjects/Keywords: relationship marketing; customer satisfaction; customer trust

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APA (6^th Edition):

Matagne, S. (2013). The role of Relationship Marketing for Customer satisfaction in the banking sector. (Thesis). Halmstad University. Retrieved from http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-23706

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Matagne, Sébastien. “The role of Relationship Marketing for Customer satisfaction in the banking sector.” 2013. Thesis, Halmstad University. Accessed October 21, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-23706.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Matagne, Sébastien. “The role of Relationship Marketing for Customer satisfaction in the banking sector.” 2013. Web. 21 Oct 2019.

Vancouver:

Matagne S. The role of Relationship Marketing for Customer satisfaction in the banking sector. [Internet] [Thesis]. Halmstad University; 2013. [cited 2019 Oct 21]. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-23706.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Matagne S. The role of Relationship Marketing for Customer satisfaction in the banking sector. [Thesis]. Halmstad University; 2013. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:hh:diva-23706

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

14. Avogbedoh, Sowu. The Effects of Customer Relationship Marketing Practices on Customer Satisfaction among the Customers of Ghana Oil Company Limited.

Degree: 2011, , School of Management

URL: http://urn.kb.se/resolve?urn=urn:nbn:se:bth-1984

► The Ghanaian economy has recently received massive growth for various reasons. However, much of the growth is attributed to the recent discovery of crude… (more)

Subjects/Keywords: Customer Relationship Marketing; Customer Satisfaction; Tangibility; Responsiveness

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APA (6^th Edition):

Avogbedoh, S. (2011). The Effects of Customer Relationship Marketing Practices on Customer Satisfaction among the Customers of Ghana Oil Company Limited. (Thesis). , School of Management. Retrieved from http://urn.kb.se/resolve?urn=urn:nbn:se:bth-1984

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Avogbedoh, Sowu. “The Effects of Customer Relationship Marketing Practices on Customer Satisfaction among the Customers of Ghana Oil Company Limited.” 2011. Thesis, , School of Management. Accessed October 21, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-1984.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Avogbedoh, Sowu. “The Effects of Customer Relationship Marketing Practices on Customer Satisfaction among the Customers of Ghana Oil Company Limited.” 2011. Web. 21 Oct 2019.

Vancouver:

Avogbedoh S. The Effects of Customer Relationship Marketing Practices on Customer Satisfaction among the Customers of Ghana Oil Company Limited. [Internet] [Thesis]. , School of Management; 2011. [cited 2019 Oct 21]. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:bth-1984.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Avogbedoh S. The Effects of Customer Relationship Marketing Practices on Customer Satisfaction among the Customers of Ghana Oil Company Limited. [Thesis]. , School of Management; 2011. Available from: http://urn.kb.se/resolve?urn=urn:nbn:se:bth-1984

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Kansas State University

15. Montoya Nunez, Claudia. Measuring customer satisfaction of SiteOne Landscape Supply in Dallas/Fort Worth, Texas.

Degree: Master of Agribusiness, Department of Agricultural Economics, 2016, Kansas State University

URL: http://hdl.handle.net/2097/35747

► SiteOne Landscape Supply is the largest distributor of lawn care products for professionals of the landscape industry in U.S.A. and Canada. SiteOne is aware of… (more)

▼ SiteOne Landscape Supply is the largest distributor of lawn care products for professionals of the landscape industry in U.S.A. and Canada. SiteOne is aware of the importance of customer satisfaction and it is interested on increasing satisfaction by improving customer service. There is a high concentration of Latino landscapers in Texas, whom customer service needs may differ from non-Latino customers. Therefore the purpose of this project was to study customer satisfaction of Hispanic and non-Hispanic landscapers considering the following thirteen service attributes: competitive prices, available stock, cleanliness of facilities, business follow up, timely assistance, timely deliveries, accuracy of orders, helpful staff, approachable staff, knowledgeable staff, Spanish-speaking staff, training in Spanish, and labels in Spanish. The data was collected throughout a survey which was presented to SiteOne customers in the Dallas/Fort Worth area. A total of 224 surveys were collected. The methods used to analyze the data were importance-performance (I-P) and regression analyses. The major differences found in the I-P grids are related to the three Spanish language attributes. Spanish-speaking staff, training in Spanish and labels in Spanish are statistically significant more important to Hispanic than non-Hispanic landscapers. Available stock is the most important attribute for non-Hispanic, and it is the second most important for Hispanic customers. SiteOne has an opportunity to improve their stock availability, especially for nursery, fertilizers and pesticides. Other factors that are very important to customers and they perceive that SiteOne is doing an excellent job are: timely assistance, timely deliveries, accuracy of orders, and approachable, knowledgeable and helpful staff. The importance of competitive prices was rated as high as the previous six service attributes, however the mean of pricing performance was not as high as that group of attributes. From the multivariate regression analyses, it was found that pricing was the only variable with statistical significance to predict changes in customer satisfaction for the non-Hispanic group. No statistical significance was found in the regression model run for Hispanic clients. Some negative coefficients with statistical significance were found for stores199 and #220 in the models run to analyze branch performance. It is recommended that these results be compared with other measurements to determine the nature of the issues that may be present in these locations. Advisors/Committee Members: Kevin P. Gwinner.

Subjects/Keywords: Customer satisfaction; Customer service; Landscape industry

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6^th Edition):

Montoya Nunez, C. (2016). Measuring customer satisfaction of SiteOne Landscape Supply in Dallas/Fort Worth, Texas. (Masters Thesis). Kansas State University. Retrieved from http://hdl.handle.net/2097/35747

Chicago Manual of Style (16^th Edition):

Montoya Nunez, Claudia. “Measuring customer satisfaction of SiteOne Landscape Supply in Dallas/Fort Worth, Texas.” 2016. Masters Thesis, Kansas State University. Accessed October 21, 2019. http://hdl.handle.net/2097/35747.

MLA Handbook (7^th Edition):

Montoya Nunez, Claudia. “Measuring customer satisfaction of SiteOne Landscape Supply in Dallas/Fort Worth, Texas.” 2016. Web. 21 Oct 2019.

Vancouver:

Montoya Nunez C. Measuring customer satisfaction of SiteOne Landscape Supply in Dallas/Fort Worth, Texas. [Internet] [Masters thesis]. Kansas State University; 2016. [cited 2019 Oct 21]. Available from: http://hdl.handle.net/2097/35747.

Council of Science Editors:

Montoya Nunez C. Measuring customer satisfaction of SiteOne Landscape Supply in Dallas/Fort Worth, Texas. [Masters Thesis]. Kansas State University; 2016. Available from: http://hdl.handle.net/2097/35747

University of Missouri – Columbia

16. Dong, Beibei, 1981-. The effects of customer participation on service outcomes: a fit perspective.

Degree: 2010, University of Missouri – Columbia

URL: http://hdl.handle.net/10355/6762

► [ACCESS RESTRICTED TO THE UNIVERSITY OF MISSOURI AT AUTHOR'S REQUEST.] Previous research in customer participation argues that customer participation positively influences service quality and customer… (more)

Subjects/Keywords: Customer relations; Customer services; Consumer satisfaction

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6^th Edition):

Dong, Beibei, 1. (2010). The effects of customer participation on service outcomes: a fit perspective. (Thesis). University of Missouri – Columbia. Retrieved from http://hdl.handle.net/10355/6762

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Dong, Beibei, 1981-. “The effects of customer participation on service outcomes: a fit perspective.” 2010. Thesis, University of Missouri – Columbia. Accessed October 21, 2019. http://hdl.handle.net/10355/6762.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Dong, Beibei, 1981-. “The effects of customer participation on service outcomes: a fit perspective.” 2010. Web. 21 Oct 2019.

Vancouver:

Dong, Beibei 1. The effects of customer participation on service outcomes: a fit perspective. [Internet] [Thesis]. University of Missouri – Columbia; 2010. [cited 2019 Oct 21]. Available from: http://hdl.handle.net/10355/6762.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Dong, Beibei 1. The effects of customer participation on service outcomes: a fit perspective. [Thesis]. University of Missouri – Columbia; 2010. Available from: http://hdl.handle.net/10355/6762

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

University of Johannesburg

17. Ehlers, L. Bestuurs- en klantpersepsie rakende dienslewering in die supermarkbedryf.

Degree: 2012, University of Johannesburg

URL: http://hdl.handle.net/10210/5873

►

M.Comm.

Gegewe die agtergrond en die probleemstelling kan die studie soos volg geformuleer word: Die primere doelwit van die studie is om die gaping tussen… (more)

Subjects/Keywords: Customer services; Consumer satisfaction; Supermarkets – Customer services

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APA (6^th Edition):

Ehlers, L. (2012). Bestuurs- en klantpersepsie rakende dienslewering in die supermarkbedryf. (Thesis). University of Johannesburg. Retrieved from http://hdl.handle.net/10210/5873

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Ehlers, L. “Bestuurs- en klantpersepsie rakende dienslewering in die supermarkbedryf.” 2012. Thesis, University of Johannesburg. Accessed October 21, 2019. http://hdl.handle.net/10210/5873.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Ehlers, L. “Bestuurs- en klantpersepsie rakende dienslewering in die supermarkbedryf.” 2012. Web. 21 Oct 2019.

Vancouver:

Ehlers L. Bestuurs- en klantpersepsie rakende dienslewering in die supermarkbedryf. [Internet] [Thesis]. University of Johannesburg; 2012. [cited 2019 Oct 21]. Available from: http://hdl.handle.net/10210/5873.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Ehlers L. Bestuurs- en klantpersepsie rakende dienslewering in die supermarkbedryf. [Thesis]. University of Johannesburg; 2012. Available from: http://hdl.handle.net/10210/5873

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

University of Missouri – Columbia

18. Dong, Beibei, 1981-. The effects of customer participation on service outcomes: a fit perspective.

Degree: 2010, University of Missouri – Columbia

URL: https://doi.org/10.32469/10355/6762

► [ACCESS RESTRICTED TO THE UNIVERSITY OF MISSOURI AT AUTHOR'S REQUEST.] Previous research in customer participation argues that customer participation positively influences service quality and customer… (more)

Subjects/Keywords: Customer relations; Customer services; Consumer satisfaction

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6^th Edition):

Dong, Beibei, 1. (2010). The effects of customer participation on service outcomes: a fit perspective. (Thesis). University of Missouri – Columbia. Retrieved from https://doi.org/10.32469/10355/6762

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Dong, Beibei, 1981-. “The effects of customer participation on service outcomes: a fit perspective.” 2010. Thesis, University of Missouri – Columbia. Accessed October 21, 2019. https://doi.org/10.32469/10355/6762.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Dong, Beibei, 1981-. “The effects of customer participation on service outcomes: a fit perspective.” 2010. Web. 21 Oct 2019.

Vancouver:

Dong, Beibei 1. The effects of customer participation on service outcomes: a fit perspective. [Internet] [Thesis]. University of Missouri – Columbia; 2010. [cited 2019 Oct 21]. Available from: https://doi.org/10.32469/10355/6762.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Dong, Beibei 1. The effects of customer participation on service outcomes: a fit perspective. [Thesis]. University of Missouri – Columbia; 2010. Available from: https://doi.org/10.32469/10355/6762

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

University of Ghana

19. Ameke, V. Y. The Effect of Operational Efficiency on Customer Satisfaction: The Case of Port of Tema .

Degree: 2016, University of Ghana

URL: http://ugspace.ug.edu.gh/handle/123456789/8780

► Often managers are tempted to believe that the only effect of operational efficiency is cost reduction and improvement in profit. Operational efficiency is not just… (more)

Subjects/Keywords: Operational Efficiency; Customer Satisfaction; Effect

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APA · Chicago · MLA · Vancouver · CSE | Export to Zotero / EndNote / Reference Manager

APA (6^th Edition):

Ameke, V. Y. (2016). The Effect of Operational Efficiency on Customer Satisfaction: The Case of Port of Tema . (Masters Thesis). University of Ghana. Retrieved from http://ugspace.ug.edu.gh/handle/123456789/8780

Chicago Manual of Style (16^th Edition):

Ameke, V Y. “The Effect of Operational Efficiency on Customer Satisfaction: The Case of Port of Tema .” 2016. Masters Thesis, University of Ghana. Accessed October 21, 2019. http://ugspace.ug.edu.gh/handle/123456789/8780.

MLA Handbook (7^th Edition):

Ameke, V Y. “The Effect of Operational Efficiency on Customer Satisfaction: The Case of Port of Tema .” 2016. Web. 21 Oct 2019.

Vancouver:

Ameke VY. The Effect of Operational Efficiency on Customer Satisfaction: The Case of Port of Tema . [Internet] [Masters thesis]. University of Ghana; 2016. [cited 2019 Oct 21]. Available from: http://ugspace.ug.edu.gh/handle/123456789/8780.

Council of Science Editors:

Ameke VY. The Effect of Operational Efficiency on Customer Satisfaction: The Case of Port of Tema . [Masters Thesis]. University of Ghana; 2016. Available from: http://ugspace.ug.edu.gh/handle/123456789/8780

20. Lalitha, Sannidhanam. A Study of CRM Practices and Customer Satisfaction in services sector in India; -.

Degree: Management studies, 2013, Jawaharlal Nehru Technological University, Hyderabad

URL: http://shodhganga.inflibnet.ac.in/handle/10603/19007

►

Customer relationship and Customer Relationship Management are in forefront newlineof recent business arena gaining prominence in management profession. Since long businessmen and academicians relied on… (more)

Subjects/Keywords:

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APA (6^th Edition):

Lalitha, S. (2013). A Study of CRM Practices and Customer Satisfaction in services sector in India; -. (Thesis). Jawaharlal Nehru Technological University, Hyderabad. Retrieved from http://shodhganga.inflibnet.ac.in/handle/10603/19007

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Lalitha, Sannidhanam. “A Study of CRM Practices and Customer Satisfaction in services sector in India; -.” 2013. Thesis, Jawaharlal Nehru Technological University, Hyderabad. Accessed October 21, 2019. http://shodhganga.inflibnet.ac.in/handle/10603/19007.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Lalitha, Sannidhanam. “A Study of CRM Practices and Customer Satisfaction in services sector in India; -.” 2013. Web. 21 Oct 2019.

Vancouver:

Lalitha S. A Study of CRM Practices and Customer Satisfaction in services sector in India; -. [Internet] [Thesis]. Jawaharlal Nehru Technological University, Hyderabad; 2013. [cited 2019 Oct 21]. Available from: http://shodhganga.inflibnet.ac.in/handle/10603/19007.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Lalitha S. A Study of CRM Practices and Customer Satisfaction in services sector in India; -. [Thesis]. Jawaharlal Nehru Technological University, Hyderabad; 2013. Available from: http://shodhganga.inflibnet.ac.in/handle/10603/19007

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

University of KwaZulu-Natal

21. [No author]. An evaluation of the maintenance on government properties in Mpumalanga Province : a service quality perspective.

Degree: Business administration, 2010, University of KwaZulu-Natal

URL: http://hdl.handle.net/10413/6042

► This research sought to evaluate and analyse customers perceptions with regard to service quality they receive on the maintenance of government properties within Ehlanzeni District,… (more)

Subjects/Keywords: Property.; Customer satisfaction.; Business administration.

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APA (6^th Edition):

author], [. (2010). An evaluation of the maintenance on government properties in Mpumalanga Province : a service quality perspective. (Thesis). University of KwaZulu-Natal. Retrieved from http://hdl.handle.net/10413/6042

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

author], [No. “An evaluation of the maintenance on government properties in Mpumalanga Province : a service quality perspective. ” 2010. Thesis, University of KwaZulu-Natal. Accessed October 21, 2019. http://hdl.handle.net/10413/6042.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

author], [No. “An evaluation of the maintenance on government properties in Mpumalanga Province : a service quality perspective. ” 2010. Web. 21 Oct 2019.

Vancouver:

author] [. An evaluation of the maintenance on government properties in Mpumalanga Province : a service quality perspective. [Internet] [Thesis]. University of KwaZulu-Natal; 2010. [cited 2019 Oct 21]. Available from: http://hdl.handle.net/10413/6042.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

author] [. An evaluation of the maintenance on government properties in Mpumalanga Province : a service quality perspective. [Thesis]. University of KwaZulu-Natal; 2010. Available from: http://hdl.handle.net/10413/6042

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

University of Kashmir

22. Tabasum Nazir. Relationship between customer satisfaction and financial performance of banks; A study of select Banks in Northern India.

Degree: 2015, University of Kashmir

URL: http://shodhganga.inflibnet.ac.in/handle/10603/39929

►

This chapter studies the relationship between the two variables that is customer satisfaction and financial performance and discusses how far customer satisfaction newlineis responsible for… (more)

Subjects/Keywords: Customer satisfaction-India; Relations-Banks

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APA (6^th Edition):

Nazir, T. (2015). Relationship between customer satisfaction and financial performance of banks; A study of select Banks in Northern India. (Thesis). University of Kashmir. Retrieved from http://shodhganga.inflibnet.ac.in/handle/10603/39929

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Nazir, Tabasum. “Relationship between customer satisfaction and financial performance of banks; A study of select Banks in Northern India.” 2015. Thesis, University of Kashmir. Accessed October 21, 2019. http://shodhganga.inflibnet.ac.in/handle/10603/39929.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Nazir, Tabasum. “Relationship between customer satisfaction and financial performance of banks; A study of select Banks in Northern India.” 2015. Web. 21 Oct 2019.

Vancouver:

Nazir T. Relationship between customer satisfaction and financial performance of banks; A study of select Banks in Northern India. [Internet] [Thesis]. University of Kashmir; 2015. [cited 2019 Oct 21]. Available from: http://shodhganga.inflibnet.ac.in/handle/10603/39929.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Nazir T. Relationship between customer satisfaction and financial performance of banks; A study of select Banks in Northern India. [Thesis]. University of Kashmir; 2015. Available from: http://shodhganga.inflibnet.ac.in/handle/10603/39929

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

23. Sannidhanam, Lalitha. A Study of CRM Practices and Customer Satisfaction in services sector in India; -.

Degree: Management studies, 2013, Jawaharlal Nehru Technological University, Hyderabad

URL: http://shodhganga.inflibnet.ac.in/handle/10603/18890

►

Customer relationship and Customer Relationship Management are in forefront newlineof recent business arena gaining prominence in management profession. Since long businessmen and academicians relied on… (more)

Subjects/Keywords:

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APA (6^th Edition):

Sannidhanam, L. (2013). A Study of CRM Practices and Customer Satisfaction in services sector in India; -. (Thesis). Jawaharlal Nehru Technological University, Hyderabad. Retrieved from http://shodhganga.inflibnet.ac.in/handle/10603/18890

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Sannidhanam, Lalitha. “A Study of CRM Practices and Customer Satisfaction in services sector in India; -.” 2013. Thesis, Jawaharlal Nehru Technological University, Hyderabad. Accessed October 21, 2019. http://shodhganga.inflibnet.ac.in/handle/10603/18890.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Sannidhanam, Lalitha. “A Study of CRM Practices and Customer Satisfaction in services sector in India; -.” 2013. Web. 21 Oct 2019.

Vancouver:

Sannidhanam L. A Study of CRM Practices and Customer Satisfaction in services sector in India; -. [Internet] [Thesis]. Jawaharlal Nehru Technological University, Hyderabad; 2013. [cited 2019 Oct 21]. Available from: http://shodhganga.inflibnet.ac.in/handle/10603/18890.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Sannidhanam L. A Study of CRM Practices and Customer Satisfaction in services sector in India; -. [Thesis]. Jawaharlal Nehru Technological University, Hyderabad; 2013. Available from: http://shodhganga.inflibnet.ac.in/handle/10603/18890

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Anna University

24. Sundharesalingam P. A study on customer retention strategy In public sector banks with reference to Erode district;.

Degree: A study on customer retention strategy In public sector banks with reference to Erode district, 2015, Anna University

URL: http://shodhganga.inflibnet.ac.in/handle/10603/38934

►

The Private sector banks in India have achieved a higher growth newlinerate compared with Public sector banks over a eight year period 2004 2011 newlineThis… (more)

Subjects/Keywords: Bank Branch attributes; Customer Satisfaction

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APA (6^th Edition):

P, S. (2015). A study on customer retention strategy In public sector banks with reference to Erode district;. (Thesis). Anna University. Retrieved from http://shodhganga.inflibnet.ac.in/handle/10603/38934

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

P, Sundharesalingam. “A study on customer retention strategy In public sector banks with reference to Erode district;.” 2015. Thesis, Anna University. Accessed October 21, 2019. http://shodhganga.inflibnet.ac.in/handle/10603/38934.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

P, Sundharesalingam. “A study on customer retention strategy In public sector banks with reference to Erode district;.” 2015. Web. 21 Oct 2019.

Vancouver:

P S. A study on customer retention strategy In public sector banks with reference to Erode district;. [Internet] [Thesis]. Anna University; 2015. [cited 2019 Oct 21]. Available from: http://shodhganga.inflibnet.ac.in/handle/10603/38934.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

P S. A study on customer retention strategy In public sector banks with reference to Erode district;. [Thesis]. Anna University; 2015. Available from: http://shodhganga.inflibnet.ac.in/handle/10603/38934

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Addis Ababa University

25. Beliyu, Girma. Quality of Service Delivery and its Impact on Customer Satisfaction in Four Selected Commercial Banks of Addis Ababa .

Degree: 2013, Addis Ababa University

URL: http://etd.aau.edu.et/dspace/handle/123456789/2341

► The aim of this study was to assess quality of service delivery and its impact on customer satisfaction. It described the relationship between service quality… (more)

Subjects/Keywords: Service quality; Customer satisfaction

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APA (6^th Edition):

Beliyu, G. (2013). Quality of Service Delivery and its Impact on Customer Satisfaction in Four Selected Commercial Banks of Addis Ababa . (Thesis). Addis Ababa University. Retrieved from http://etd.aau.edu.et/dspace/handle/123456789/2341

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Beliyu, Girma. “Quality of Service Delivery and its Impact on Customer Satisfaction in Four Selected Commercial Banks of Addis Ababa .” 2013. Thesis, Addis Ababa University. Accessed October 21, 2019. http://etd.aau.edu.et/dspace/handle/123456789/2341.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Beliyu, Girma. “Quality of Service Delivery and its Impact on Customer Satisfaction in Four Selected Commercial Banks of Addis Ababa .” 2013. Web. 21 Oct 2019.

Vancouver:

Beliyu G. Quality of Service Delivery and its Impact on Customer Satisfaction in Four Selected Commercial Banks of Addis Ababa . [Internet] [Thesis]. Addis Ababa University; 2013. [cited 2019 Oct 21]. Available from: http://etd.aau.edu.et/dspace/handle/123456789/2341.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Beliyu G. Quality of Service Delivery and its Impact on Customer Satisfaction in Four Selected Commercial Banks of Addis Ababa . [Thesis]. Addis Ababa University; 2013. Available from: http://etd.aau.edu.et/dspace/handle/123456789/2341

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Addis Ababa University

26. Mesfin, Andargie. Foreign Customer Satisfaction in Ethiopian Five Star Hotels, Sheraton Addis, Hilton and Intercontinental Hotels .

Degree: 2013, Addis Ababa University

URL: http://etd.aau.edu.et/dspace/handle/123456789/5574

► The aim of this study is to determine the level of satisfaction of foreign customers on the service quality provided by five star hotels (Sheraton… (more)

Subjects/Keywords: Customer Satisfaction; service quality

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APA (6^th Edition):

Mesfin, A. (2013). Foreign Customer Satisfaction in Ethiopian Five Star Hotels, Sheraton Addis, Hilton and Intercontinental Hotels . (Thesis). Addis Ababa University. Retrieved from http://etd.aau.edu.et/dspace/handle/123456789/5574

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Mesfin, Andargie. “Foreign Customer Satisfaction in Ethiopian Five Star Hotels, Sheraton Addis, Hilton and Intercontinental Hotels .” 2013. Thesis, Addis Ababa University. Accessed October 21, 2019. http://etd.aau.edu.et/dspace/handle/123456789/5574.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Mesfin, Andargie. “Foreign Customer Satisfaction in Ethiopian Five Star Hotels, Sheraton Addis, Hilton and Intercontinental Hotels .” 2013. Web. 21 Oct 2019.

Vancouver:

Mesfin A. Foreign Customer Satisfaction in Ethiopian Five Star Hotels, Sheraton Addis, Hilton and Intercontinental Hotels . [Internet] [Thesis]. Addis Ababa University; 2013. [cited 2019 Oct 21]. Available from: http://etd.aau.edu.et/dspace/handle/123456789/5574.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Mesfin A. Foreign Customer Satisfaction in Ethiopian Five Star Hotels, Sheraton Addis, Hilton and Intercontinental Hotels . [Thesis]. Addis Ababa University; 2013. Available from: http://etd.aau.edu.et/dspace/handle/123456789/5574

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Addis Ababa University

27. Lubaba, Shemsu. The Relationship betwen Information Sharing, Inventory Management and Customer Satisfaction in the down stream chain of textile industry The case of AddissKetema sub city .

Degree: 2014, Addis Ababa University

URL: http://etd.aau.edu.et/dspace/handle/123456789/6165

► The purpose of the study was to investigate the relationship between information sharing, inventory management and customer satisfaction in the down stream chain of textile… (more)

Subjects/Keywords: Customer Satisfaction; Inventory Management

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APA (6^th Edition):

Lubaba, S. (2014). The Relationship betwen Information Sharing, Inventory Management and Customer Satisfaction in the down stream chain of textile industry The case of AddissKetema sub city . (Thesis). Addis Ababa University. Retrieved from http://etd.aau.edu.et/dspace/handle/123456789/6165

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Lubaba, Shemsu. “The Relationship betwen Information Sharing, Inventory Management and Customer Satisfaction in the down stream chain of textile industry The case of AddissKetema sub city .” 2014. Thesis, Addis Ababa University. Accessed October 21, 2019. http://etd.aau.edu.et/dspace/handle/123456789/6165.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Lubaba, Shemsu. “The Relationship betwen Information Sharing, Inventory Management and Customer Satisfaction in the down stream chain of textile industry The case of AddissKetema sub city .” 2014. Web. 21 Oct 2019.

Vancouver:

Lubaba S. The Relationship betwen Information Sharing, Inventory Management and Customer Satisfaction in the down stream chain of textile industry The case of AddissKetema sub city . [Internet] [Thesis]. Addis Ababa University; 2014. [cited 2019 Oct 21]. Available from: http://etd.aau.edu.et/dspace/handle/123456789/6165.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Lubaba S. The Relationship betwen Information Sharing, Inventory Management and Customer Satisfaction in the down stream chain of textile industry The case of AddissKetema sub city . [Thesis]. Addis Ababa University; 2014. Available from: http://etd.aau.edu.et/dspace/handle/123456789/6165

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Addis Ababa University

28. Sintayehu, Yitbarek. The impacts of e-banking services on customer Satisfaction: the case of selected commercial banks in Addis Ababa .

Degree: 2015, Addis Ababa University

URL: http://etd.aau.edu.et/dspace/handle/123456789/6294

► The purpose of t hi s study is to invest t i gat t e impact t s of e-banking services on customer satisfaction, i… (more)

Subjects/Keywords: E-banking; Customer Satisfaction

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APA (6^th Edition):

Sintayehu, Y. (2015). The impacts of e-banking services on customer Satisfaction: the case of selected commercial banks in Addis Ababa . (Thesis). Addis Ababa University. Retrieved from http://etd.aau.edu.et/dspace/handle/123456789/6294

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Sintayehu, Yitbarek. “The impacts of e-banking services on customer Satisfaction: the case of selected commercial banks in Addis Ababa .” 2015. Thesis, Addis Ababa University. Accessed October 21, 2019. http://etd.aau.edu.et/dspace/handle/123456789/6294.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Sintayehu, Yitbarek. “The impacts of e-banking services on customer Satisfaction: the case of selected commercial banks in Addis Ababa .” 2015. Web. 21 Oct 2019.

Vancouver:

Sintayehu Y. The impacts of e-banking services on customer Satisfaction: the case of selected commercial banks in Addis Ababa . [Internet] [Thesis]. Addis Ababa University; 2015. [cited 2019 Oct 21]. Available from: http://etd.aau.edu.et/dspace/handle/123456789/6294.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Sintayehu Y. The impacts of e-banking services on customer Satisfaction: the case of selected commercial banks in Addis Ababa . [Thesis]. Addis Ababa University; 2015. Available from: http://etd.aau.edu.et/dspace/handle/123456789/6294

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

University of Nairobi

29. Marete, Phyllis K. Application of the Hines value chain model by the Kenya Medical Supplies Agency .

Degree: 2010, University of Nairobi

URL: http://erepository.uonbi.ac.ke:8080/xmlui/handle/123456789/12450

► The Kenya medical supplies agency from its inception in the year 2000 to the year 2007, adopted the Michael Porter’s value chain model (‘push’ strategy)… (more)

▼ The Kenya medical supplies agency from its inception in the year 2000 to the year 2007, adopted the Michael Porter’s value chain model (‘push’ strategy) to supply essential drugs to all the public health facilities in the country. Due to the need to focus on service delivery aspects to enhance customer satisfaction in the year 2008, KEMSA started introducing the Peter Hines’s value chain model (‘pull’ strategy) to deliver essential drugs to some of the key hospitals in the country alongside with the push strategy. With these imperatives in mind, the study examined the application of the Hines’s value chain model by KEMSA. The objectives of the study were to first, establish the extent to which KEMSA has adopted the Hines’s value chain model in dealing with the supply of essential drugs to the PHF’s. Second, to determine the challenges associated with the adoption of the Hines’s value chain model and third to identify the benefits of adopting the Hines’s value chain model as compared to the Porter’s model initially adopted by KEMSA in supplying all the PHFs in the country. To explore these issues, primary data was collected via interview from four managers of the core function departments. The findings were then analysed using content analysis. Results of the study indicated that overall adoption of the pull strategy is to a moderate extent because only one third of the health facilities are supplied using ‘pull’ strategy while the remaining two thirds are supplied using the ‘push’ strategy. However the health facilities in the one third category are all key facilities including all the District and provincial hospitals. The extent of adoption was analysed according to the value chain parameters; supply process system, structure and direction, primary activities and secondary activities whereby the findings of the study have shown that KEMSA has adopted most of the practices in relation to these parameters to support the pull strategy. In addition an analysis of the challenges and benefits associated with the adoption of the Hines’s value chain model have been outlined. The challenges include; forwarding of irrational orders by overburdened health workers and occasional training of the health facilities due to staff turnover. Benefits include solving of undersupply and oversupply issues, solving of the accountability problems and enhancement of customer satisfaction objective. However, despite the challenges associated with the adoption of the Hines’s value chain model, it is the preferred strategy by the respondents as they confirmed that the right decision was made in choosing to introduce this strategy and believe that the strategy would be more effective in all players i.e. KEMSA, health facilities, and the ministries (ministry of medical services and ministry of public service and sanitation) played their roles well. On the basis of the study several recommendations were deemed appropriate. The findings seem to point to the need to focus on a few issues in support of the value…

Subjects/Keywords: Drugs; Customer Satisfaction; Supply

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APA (6^th Edition):

Marete, P. K. (2010). Application of the Hines value chain model by the Kenya Medical Supplies Agency . (Thesis). University of Nairobi. Retrieved from http://erepository.uonbi.ac.ke:8080/xmlui/handle/123456789/12450

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Marete, Phyllis K. “Application of the Hines value chain model by the Kenya Medical Supplies Agency .” 2010. Thesis, University of Nairobi. Accessed October 21, 2019. http://erepository.uonbi.ac.ke:8080/xmlui/handle/123456789/12450.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Marete, Phyllis K. “Application of the Hines value chain model by the Kenya Medical Supplies Agency .” 2010. Web. 21 Oct 2019.

Vancouver:

Marete PK. Application of the Hines value chain model by the Kenya Medical Supplies Agency . [Internet] [Thesis]. University of Nairobi; 2010. [cited 2019 Oct 21]. Available from: http://erepository.uonbi.ac.ke:8080/xmlui/handle/123456789/12450.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Marete PK. Application of the Hines value chain model by the Kenya Medical Supplies Agency . [Thesis]. University of Nairobi; 2010. Available from: http://erepository.uonbi.ac.ke:8080/xmlui/handle/123456789/12450

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

University of Nairobi

30. Hellen, George K. Service quality and customer satisfaction in Certified Public Accountant training institutions in Nairobi Kenya .

Degree: 2014, University of Nairobi

URL: http://hdl.handle.net/11295/77729

► This research project sought to establish the relationship between Service Quality and Customer Satisfaction in Certified Public Accountancy Training Institutions (CPATIs) in Nairobi. The study… (more)

▼ This research project sought to establish the relationship between Service Quality and Customer Satisfaction in Certified Public Accountancy Training Institutions (CPATIs) in Nairobi. The study focused on influences of the five dimension of service quality using the SERVQUAL model on customer satisfaction. The five dimensions of quality studied were: Tangibility, Reliability, Responsiveness, Empathy and Assurance. The objectives of this study were; to establish levels of service quality and customer satisfaction; and determine the relationship between service quality and customer satisfaction in CPATIs in Nairobi Kenya. The study population was all Kasnebaccredited CPATIs in Nairobi. The respondents were students in these accredited CPATIs. Stratified sampling technique was used to identify the five hundred (500) respondents who formed the sample out of five thousand (5,000) respondents. Five hundred (500) questionnaires were distributed, 80% success response rate was achieved. Data was analyzed using Statistical Package of Social Sciences (SPSS) version 17. Regression model was used to extract the relationship between service quality and customer satisfaction equation. The results indicated that there was a positive relationship between service quality and customer satisfaction. The entire five service quality dimensions except Empathy were found to be statistically significant in influencing customer satisfaction. The findings also revealed that, the customers‟ expectations were relatively higher than the perception hence resulting into negative score after gap analysis (Perception- expectation), meaning the studied CPATIs were offering less quality services that what the customers were expecting hence dissatisfaction. CPATIs management should therefore focus on improving all the five quality dimensions so as to achieve high customer satisfaction levels, hence acquiring a competitive edge.The CPATIs supervisory and regulatory body should usethe findings in this study in evaluating and licensing the CPATIs. This will ensure that the students get quality services from these institutions.

Subjects/Keywords: Customer satisfaction; Certified Public Accountant

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APA (6^th Edition):

Hellen, G. K. (2014). Service quality and customer satisfaction in Certified Public Accountant training institutions in Nairobi Kenya . (Thesis). University of Nairobi. Retrieved from http://hdl.handle.net/11295/77729

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Chicago Manual of Style (16^th Edition):

Hellen, George K. “Service quality and customer satisfaction in Certified Public Accountant training institutions in Nairobi Kenya .” 2014. Thesis, University of Nairobi. Accessed October 21, 2019. http://hdl.handle.net/11295/77729.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

MLA Handbook (7^th Edition):

Hellen, George K. “Service quality and customer satisfaction in Certified Public Accountant training institutions in Nairobi Kenya .” 2014. Web. 21 Oct 2019.

Vancouver:

Hellen GK. Service quality and customer satisfaction in Certified Public Accountant training institutions in Nairobi Kenya . [Internet] [Thesis]. University of Nairobi; 2014. [cited 2019 Oct 21]. Available from: http://hdl.handle.net/11295/77729.

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Council of Science Editors:

Hellen GK. Service quality and customer satisfaction in Certified Public Accountant training institutions in Nairobi Kenya . [Thesis]. University of Nairobi; 2014. Available from: http://hdl.handle.net/11295/77729

Note: this citation may be lacking information needed for this citation format:
Not specified: Masters Thesis or Doctoral Dissertation

Open Access Theses and Dissertations