-
Impact Of Perceived Service Quality On Customer Satisfaction And Brand Loyalty
[A CASE STUDY OF HONEYWELL FLOUR MILLS PLC]
CHAPTER FIVE -- [Total Page(s) 4]
Page 4 of 4
-
-
-
Equipped employees are often hostile and agitated
personalities unwilling or unable to interact or help others. Yet
customer satisfaction and loyalty and so, company's profits are enhanced
or diminished by employees who are in direct or even indirect contact
with customers. A recent research in customer loyalty in the service
industry conducted by forum corporation, in U.S., shows that only 14% of
customers who stop patronizing service businesses do so because they
are dissatisfied with the product they purchased. The vast majority i.e.
more than 75% defects because they find service people indifferent or
unhelpful.
Customers are the most important of the components that
make up a business. Other components- employees, products, technology
and processes are to service the customers; to provide them with the
satisfaction of their needs whatever these may be. Without satisfaction,
there would be no loyalty. Any or all of the following- product, price,
delivery service and recognition may create customer loyalty. If the
place of all these is understood, they may be packaged under customer
service quality which will be at the front burner in all activities of
the organizations.
 
5.3 Recommendations
The results of the
research illustrate that Perceived service quality mainly affects
consumer loyalty through satisfaction. Consumers' perception about
service quality and product quality are almost equally important to
build up their satisfaction. It is in the light of the findings of this
study that the following recommendations are made;
1. Management
must consider product quality and service quality as the foundations to
build up consumer satisfaction and loyalty and to build up price
fairness as an add-on value to consumers so as promote loyalty and
increase sales.
2. Since relationship between service quality and
customer satisfaction is positive, it is recommended that company should
adopt a medium for review of their products by customer either yearly,
monthly or period that will be convenient.
3. However, since
business is dynamic and changing, it is also recommended that the
companies should not rest on their oars or stop for commendations. They
should continually raise their bars of standard so that they remain
ahead of competition, particularly in the area they have chosen for
product leadership. While doing this with tremendous zeal, skill and
knowledge, they need to rise to industry standards in building customer
intimacy and operational excellence.
4. More experience work force
should be employed in order to bring initiative into flour production
and increase the quality of flour which will in turn increase the
company turnover. On the other hand the profitability of the firm will
increase.
5. Companies should also give trainings, empowerment,
discretionary powers, adequate information, proper knowledge and
appropriate rewards or incentives to all employees, particularly those
in regular
CHAPTER FIVE -- [Total Page(s) 4]
Page 4 of 4
-
-
ABSRACT - [ Total Page(s): 1 ]ABSTRACT This research is used to explore the impact of perceived service quality on customer satisfaction and brand loyalty. The main objective of this study was to identify the service quality offerings of Honeywell Flour Mills Nig. Plc and Lister Flour Mills Ltd to their customers, to ascertain the level of customer’s satisfaction and to determine the relationship between customer service and brand loyalty. Questionnaires were used in collating respondent’s opinion. The f ... Continue reading---
APPENDIX A - [ Total Page(s): 3 ]APPENDIX IQUESTIONAIRESTUDY QUESTIONNAIREDEPARTMENT OF BUSINESS ADMINISTRATIONFACULTY MANAGEMENT SCIENCESUNIVERSITY OF ILORINKWARA STATE.Dear sir/ MadamThis questionnaire is designed to study your perception of service quality rendered by Honeywell Flour Mill Plc (HFMP) and Lister Flour Mill Ltd. (LFML) and how they influence your satisfaction and loyalty to the companies' product(s). Your sincere response will be treated as confidential as this exercise is purely academic although it may lead t ... Continue reading---
APPENDIX B - [ Total Page(s): 8 ]APPENDIX IISPSS OUTPUT ... Continue reading---
TABLE OF CONTENTS - [ Total Page(s): 1 ]TABLE OF CONTENTSTitle Page Certification Dedication Acknowledgement Abstract Table of Contents CHAPTER ONE: INTRODUCTION1.1 Background of the Study 1.2 Statement of the Problem 1.3 Research Questions 1.4 Objectives of the Study 1.5 Significance of the Study 1.6 Scope of the Study 1.7 Limitations of the Study 1.8 Study Plan 1.9 Definitions of Key Terms CHAPTER T ... Continue reading---
CHAPTER ONE - [ Total Page(s): 4 ]Brand loyalty is linked to customer satisfaction. If a producer readily
produces goods or services that are safe, dependable, economical and
affordable, the consumer is most unlikely to waver in purchases or seek
to alternatives. This is why Liswood (2003) said that customer retention
is the key to competitiveness and to driving profits, that the best
measure of quality and value is customer retention.Brand loyalty or
customer retention is important for very many reasons. Firstly, if ... Continue reading---
CHAPTER TWO - [ Total Page(s): 11 ]A company can learn a great deal by analyzing the degrees of brand
loyalty; by studying its hard-core loyal, the company can identify its
products' strength. By studying its split loyal, the company can
pinpoint which brands are most competitive with its own. By looking at
customers who are shifting away from its brands, the company can learn
about its marketing weakness and attempt to correct them. One caution:
what appear to be brand-loyal purchase patterns may reflects, habit,
i ... Continue reading---
CHAPTER THREE - [ Total Page(s): 5 ]CHAPTER THREEMETHODOLOGY3.0 This examined the authenticity of the research hypothesis and the choice of method used in analyzing the data collected3.1 Historical Profile of Honeywell Flour Mills Plc and Lister Flour Mills LimitedThere are about 22 Mills around the country as shown below; ... Continue reading---
CHAPTER FOUR - [ Total Page(s): 11 ]Table 4.8 displays that 11 respondent’s rated Honey well order taking and processing as excellent and 18 people for Lister. 36 respondents perceived Honeywell to be good and 51 for Lister. 28 respondents rated Honeywell as fair and 5 did the same for Lister while 5 respondents perceived Honeywell to be poor and Lister had 6.Table 4.9 shows that 12 of our respondents rated Honeywell as excellent and 14 for Lister. 42 rated Honeywell services as good and 54 for Lister. 23 respondents rated ... Continue reading---
REFRENCES - [ Total Page(s): 1 ]REFERENCESAbramovitch, E.: "Go surfing" in; Casino World. Issue 23 Nov/Dec 1997, Pg. 32.Alfred A. Chandler Jr.: Strategy and Structure (Cambridge Mass) The M.LI. Press (1962) P.13.Cardoso R.M.: Advances in Experimental Social Psychology. Second Edition,McGraw Hill, USA. 1965, Pg. 107-124.Cardoso R.M.: An Experimental Study of Consumer Effort, Expectation and Satisfaction. Journal of Marketing Research. 2 (August 1968). Pp 244-249.Baker M.J.: Marketing; An Introductory Text. Fourth edition, Macmi ... Continue reading---
