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Service recovery in consumer banking: implication on customer loyalty - a case study on local bank and Chinese bank - Dissertation Example

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SERVICE RECOVERY IN CONSUMER BANKING: IMPLICATIONS ON CUSTOMER LOYALTY A Case Study on Local and Chinese Banks TABLE OF CONTENTS Chapter 1. Abstract……………………………………………………………………. 3 Chapter 2. Introduction………………………………………………………………… Background of the Study……………………………………………………… Statement of the Problem……………………………………………………… Research Questions…………………………………………………………… Research Objectives……………………………………………………………
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Service recovery in consumer banking: implication on customer loyalty - a case study on local bank and Chinese bank
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Service recovery in consumer banking: implication on customer loyalty - a case study on local bank and Chinese bank

Download file to see previous pages... Significance of the Study…………………………………………………….. Overview of the Study……………………………………………………….. 4 Chapter 3: Literature Review…………………………………………………………… Introduction…………………………………………………………………… Definition of Service Recovery………………………………………………... Importance of Service Recovery………………………………………………. Relationship between Service Recovery and Customer Loyalty……………… Service Recovery Strategies…………………………………………………… 8 Chapter 4: Methodology………………………………………………………………... Introduction…………………………………………………………………… Variables………………………………………………………………………. Hypotheses……………………………………………………………………. Research Design………………………………………………………………. Data Collection Strategy………………………………………………………. ...
27 Chapter 6: Analysis and Discussions…………………………………………………… 54 Chapter 7: Recommendations…………………………………………………………. 62 Chapter 8: Conclusions…………………………………………………………………. 64 References……………………………………………………………………………… 67 Appendix A: Questionnaire……………………………………………………………. 69 Chapter 1: Abstract This research focuses on service recovery and its effects on customer retention, focusing on the experiences of local and Chinese banks. To attain the said objective, the research employed the quantitative approach to research. More specifically, a questionnaire has been devised to determine the perceptions of the clients with respect to the manner by which the local and Chinese banks address customer complaints. In addition thereto, the research also looked into whether or not the satisfaction with the service recovery strategies positively influences customer loyalty. The results of the study showed that the attitudes of front-line employees contribute greatly to the success of service recovery strategies employed by Chinese and local banks. Moreover, the study also showed that the effectiveness of the same positively influenced the intention of the customers to stay with the banks (CUSTOMER LOYALTY). Chapter 2: Introduction Background of the Study The importance of service recovery is usually taken into consideration when something in a service delivery goes wrong, Segelstrom and Howard (n.d.) discusses. Basically, the concept of service recovery is based on the fact that a company must take action to ensure that their ...Download file to see next pagesRead More
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