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A RELATIONAL STUDY ON CUSTOMER SATISFACTION, TRUST , SWITCHING BARRIERS AND
OVER ALL CUSTOMER RETENTION IN THE CONTEXT OF UNITREND LTD. ...
... low-relational and high-relational customers. ... The Relationships of Customer Satisfaction,
Customer Loyalty, and ... An Empirical Study," International Journal of ...
... Gremler, DD and Bitner, MJ, 1998, Relational benefits in ... H. and Rifkin, L., 1998,
Study shows satisfaction ... Value Model Steward, TA, A satisfied customer isn't ...
... the results of the conjoint study as input ... Fontenot, RJ, Wilson, EJ (1997), "Relational
exchange: a ... trust, and commitment in customer relationships", Journal ...
... He stated "… high relational quality contributes to customer perceived ... to demonstrate
customer commitment resulting in customer loyalty". A study by Tax et al ...
Submitted by ronin_0210 on November 5, 2007
Category: Business
Words: 7592 | Pages: 31
Views: 425
Popularity Rank: 22,932
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Acknowledgement
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In the preparation and finish this internship report, I acknowledge the encouragement and assistance given by a number of people and institution. I am most grateful to the Unitrend management to give me the opportunity to complete my internship in their organization.
I would like to convey my thankfulness to my supervisor Mr. Abul Bashar , for sharing his ideas and interests with me about my study. He always gave me his suggestions in making this study as flawless as possible.
I also want to render my special thanks to Mr.Faiyaz Ahmed , Manager of Consumer Research Department of Unitrend Ltd and director Mccann pulse, for his precious suggestions and supports.
Special thanks go to the respondents, who spared their time generously, and took the trouble of answering a detail Questionnaire and helped me to complete my study.
TABLE OF CONTENTS
Page
List of Tables I
List of figure I
Executive Summery II
Introduction 1
Purpose of the study 2
Problem statement 3
Research Time Line 3
Limitation of the Study 4
Review of literature 4
Customer retention 4
Trust 5
Customer satisfaction 6
Switching barrier 6
Relationships between client retention and trust 7
Relationship between client retention and satisfaction 7
Relationship between client retention and switching barrier 8
Operational definition 8
Research Question 9
Research Hypothesis 9
Conceptual Frame work 10
Research Methodology 10
Research Design 10
Research Approach 11
Sampling Method 11
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