Analysis of Customer satisfaction in Almighty Investments and Consultants Ltd

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Table of Content

ACKNOWLEDGEMENT
Chapter 1 INTRODUCTION

Asia is becoming a predominantly service-based economy. Explosive yet erratic growth in this area, coupled with decline in traditional agri-based manufacturing, means that whether measured by income or numbers employed, more than 40 per cent of workers in most south Asian economies are today employed in the service sector… continued…

Chapter 2 OBJECTIVE AND SCOPE
Chapter 3 THEORETICAL FRAMEWORK
Chapter 4 METHODOLOGIES
Chapter 5 DATA COLLECTED
Chapter 6 DATA ANALYSIS
Chapter 7 FINDINGS
Chapter 8 RECOMMENDATIONS
Chapter 9 CONCLUSIONS
BIBLIOGRAPHY

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Melling, Maxine: Building a successful customer-service culture, Facet Publishing, London, 2002

Graha, Judy: Critical thinking in consumer behavior, Pearson Higher Education, New Jersey, 2004

Bateson, John E. G.: Managing Service marketing, 4th ed. Dryden Press, Fort Worth, USA, 1999

Kardes, Frank R: Consumer Behavior and managerial decision making, 2nd ed. Pearson Higher Education, New Jersey, 2002

Ballantyne, D., M. Christopher, A. Payne (1994) Improving the quality of service marketing: service (Re)Design is the critical link, journal of marketing management, Vol.11,no.1,pp.7-24

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Bitner, M.J., A. R. Hubbert (1994): Encounter Satisfaction Versus Overall satisfaction Versus Quality: the consumer’s voice, in R.T. Rust Oliver (eds.), Service Quality: New Directions in Theory and practice, sage Publications, Thousand Oaks, CA.

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Gilmore, A,D. Carson (1995): Managing and marketing to internal customers, in W.J. Glynn, J.G. Barnes (eds), Understanding Service management, John Wiley, Chichester, England

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APPENDICES

 


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