Case

Introduction:

In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. There is a substantial body of empirical literature that establishes the benefits of customer satisfaction for firms.

Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors such as return and recommend rate Successful brands have realized that it is much easier to sell more services to existing clients than it is to try and sell cold to potential new clients. Research over the years has also shown that most customers only know around 40-50% about the products and services that their suppliers offer. So, a client survey can be used to check on awareness of your products and services and may identify opportunities to cross-sell to existing clients where as Brand credibility is the phenomenon which is used to measure the believability of the customer towards particular brand

Objectives:

The main objective of the research is to develop and test a model of the potential antecedents of brand loyalty and level of customer satisfaction in this service sector.

Research model:

The model includes parameters like : satisfaction and service quality, Where respondents will be asked to evaluate the credibility and trust they have on a product / technology. . These eventually lead to brand loyalty and customer satisfaction.

Service quality

Service quality

* Customer satisfaction

* Customer Loyalty

* Customer satisfaction

* Customer Loyalty

Consumer personality

Consumer personality...