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You searched Library Catalogue - Title: Study task in English student's book / Mary Waters and Alan Waters
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Call Number (WOU)
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SP CEMBA 2011 62
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Author
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Loh, Hong Choon Raymond
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Title
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Service quality as a strategic tool in predicting customer satisfaction and business growth for relocation companies / Raymond Loh Hong Choon
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Abstract
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This research aims to study and predict the relationship and the impact of service
quality on the business growth of relocation companies in the Asia Pacific region.
Service quality is posited to have a positive effect (a positive relationship) on
customer satisfaction and as a consequence should enhance and augment the
growth of business organizations including relocation companies.
Firstly, an academic and industry definition of the key terms – “service quality”,
“customer satisfaction” and “business growth” is done to set the tone for the
research. This is followed by an in-depth review of existing studies into the areas of
research and their relational constructs (similar to this study). Consequently, five
hypotheses were developed thereof and the research proceeded to determine the
data to be collected and how it is to be processed, categorized and presented to
make sense of the wealth of information gathered. The theoretical framework – the
five hypotheses were “tested” to determine whether the constructs are true in total
partially true; or are wholly redundant. From this research, some key findings
surfaced and they were further scrutinized to determine their value they can add
(recommendations) to the existing body of known knowledge about the posited
relationships between service quality, customer satisfaction and business growth. In
all this research took five months beginning in August 2011 and spanned over 7
countries.
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Notes
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Final project report submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration (CeMBA)
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Publisher/Year
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Penang : School of Business and Administration, Wawasan Open University, 2011
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Physical Description
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86 p.; 30 cm.
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Subject
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Wawasan Open University -- Dissertations
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Subject
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Customer services -- Asia Pacific
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