The Impact of Service Quality on Consumer Loyalty

Inhalt

ABSTACT

CHAPTER ONE
1.1 Background to the Study
1.2 Statement of the Problem
1.3 Purpose of the Study
1.4 Objectives of the Study
1.5 Research Questions
1.6 Importance of the Study
1.7 Scope of the Study
1.8 Organization of the Study

CHAPTER TWO
2.1 Introduction
2.2 Service Quality
2.2.1 Store Image
2.3 Customer Satisfaction
2.4 Customer’s Loyalty
2.4.1 Inter-Relationship among Service Quality, Customer Satisfaction and Customer Loyalty
2.5 Conclusion

CHAPTER THREE
3.1 Introduction
3.2 Research Design
3.3 Area of Study
3.4 Population
3.5 Sample Size
3.6 Sampling Technique
3.7 Instrumentation
3.8 Mode of Data Collection
3.9 Method of Data Analysis and Presentation of Results
3.10 Ethical Considerations

CHAPTER FOUR
4.1. Introduction
4.2 Background of the Respondents
4.3 Reliability of Quality Service
4.3.1 Timely Provision of Service
4.3.2 Dependability
4.3.3 Staff’s Provision of Knowledgeable Information
4.3.4 Consistency in the Delivery of Service
4.4 Responsiveness of Staff
4.4.1 Informing Users of Services
4.4.2 Approachability of Staff
4.4.3 Quick Response
4.4.4 The Supermarket never keeps Customers waiting
4.5 Assurance of Staff
4.5.1 Knowledge to Answer Questions
4.5.2 Ability to Solve Customers’ Problems
4.5.3 Conduciveness of the Supermarket
4.5.4 Courtesy and politeness of staff
4.6 Staff Empathy
4.6.1 Personal Attention
4.6.3 Convenient Opening Hours
4.6.4 Information on All Services Available
4.6.5 Reliance on Knowledge to Meet My Needs
4.7 Tangibles of the Supermarket
4.7.1 Physical Facilities of the Supermarket
4.7.2 Extent of Physical Layout of Equipment
4.7.3 Environmental Conditions
4.7.4 Appearance of Staff
4.8 User Satisfaction
4.9 Customer Loyalty
4.9.1 Proud of Being a Customer
4. 9.2 Desire to Continue as Customers
4.9.3 Recommending the Shop to Others
4.9.4 Possibility of Purchase
4.9.5 Possibility of waiting

CHAPTER FIVE
5.1 Introduction
5.2 Summary of the Findings
5.2.1 Dimensions of Service Quality
5.2.2 Overall Satisfaction
5.3 Conclusion
5.4 Recommendation
5.4.1 Tailor-Made Service
5.4.2 Implementation of Total Quality Management (TQM) Program
5.4.3 Training of Staff
5.4.4 Environmental Development

REFERENCES