Key customer satisfiers in the purchase of jewellery ornaments at Abdul Razak Jewellers, Kuala Lumpur

Table of content

CHAPTER 1: INTRODUCTION3

Statement of the problem3

Purpose3

Significance of the study3

Research question3

CHAPTER 2: LITERATURE REVIEW3

Models of Customer Satisfaction3

Cycle of Customer Satisfaction3

significance of clientele approval for the Firm3

Relationship Satisfaction and Salesperson3

Role of believe in Customer Relationship3

Relationship between Service value and Customer Satisfaction3

Customer Satisfaction and Value3

connection between trading and Customer Satisfaction3

Communication and Customer Satisfaction3

clientele keeping and Relationship Marketing3

Consequences of customer satisfaction3

CHAPTER 3: METHODOLOGY3

Qualitative methods3

Stage 13

Stage 23

Quantitative method3

Data analysis3

Research Time Plan3

REFERENCES3

APPENDIX3

Chapter 1: Introduction

To endure in highly comparable markets, associations need to provide goods and services that yield highly persuaded and loyal customers. When customers are persuaded, they are more likely to return to those who assisted them, while dissatisfied customers are more expected to go elsewhere. The keeping of very loyal customers is key to organizational survival. therefore, associations are disputed to create demand for their products and services through spectacular clientele support. To attain maintained excellent external clientele support needs internal systems that are aligned to assist the external customer, with each interior subsystem adding value to other ones inside the organization who are reliant on it; as though the other subsystems were its customers.

comprehensive research has been undertook on the characteristics and quality of organizational effectiveness from the viewpoint of those who are the organization's external customers. Much less has had been reported about organizational effectiveness from the perspective of internal customer satisfaction. Yet, productive interior supplier-to-customer relations are essential prerequisites to the level of value service that yields maintained external clientele satisfaction, loyalty, keeping and long-term economic success. (Ron and Woods 2009)

The service-profit string of links focuses vigilance on the causal connections between the quality of the organization's internal schemes that lead to persuaded and trusted employees who, thus, supply better value service to the organization's external customers. As a outcome of this internal organizational chain of events, customer approval occurs which directs to long-term financial gain for the organization.

study on components that influence clientele approval and commitment has made substantial advancement within the last years. clientele loyalty is glimpsed to be vital to the success of business organizations, since attracting new customers is far more costly than retaining living ones. It has been proposed by numerous authors that trusted customers are a competitive asset and that a way of increasing clientele retention is through protected and collaborative relationship between buyers and sellers. (Westbrook 2001)

Several authors pointed out that customer generate different levels of profitability, and not all customers generate acceptable cost and revenue streams. It has been suggested, thus, that the firm should actively develop relationships with money-making customers and try to end relationships with unprofitable customers. Tailoring marketing efforts to segments that disagree in current and/or future profitability makes a firm's scheme more effective, by identifying profitability customer tiers, and offer goods and services customized for the exact tier, and thus apprehending its economic value. (Darlene 2007)

The estimation of customer approval as a means to determine organizational effectiveness can be clarified by function ...