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Impact Of Perceived Service Quality On Customer Satisfaction And Brand Loyalty
[A CASE STUDY OF HONEYWELL FLOUR MILLS PLC] -
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TABLE OF CONTENTS
Title Page
Certification
Dedication
Acknowledgement
Abstract
Table of Contents
CHAPTER ONE: INTRODUCTION
1.1 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 TWO: LITERATURE REVIEW
2.0 Introduction
2.1 Definitions of Customer Satisfaction, Brand Loyalty
and Service Quality
2.1.1 Customer Satisfaction
2.1.2 Brand Loyalty
2.1.3 Service Quality
2.2 Theories of Consumer Motivation
2.2.1. Sigmund Freud Theory of Human Motivation
2.2.2 Maslow's Theory of Hierarchy of Needs
2.2.3 Expectancy Theory: By Vroom (1964)
2.2.4 Equity Theory of Motivation by Adams (1965)
2.2.5 Opponent -Process Theory of Motivation
2.2.6 Incentive Theory
2.3 The Theory of Perception
2.4 Product Quality and Importance
2.5 Clarification of Concepts
CHAPTER THREE: RESEARCH METHODOLOGY
3.0 This examined the authenticity of the research hypothesis and
the choice of method used in analyzing the data collected
3.1 Historical Profile of Honeywell Flour Mills Plc and
Lister Flour Mills Limited
3.1.1 Honeywell Flour Mills Plc.
3.1.2 Brief History of Lister Flour Mills Ltd.
3.2. Statement of Hypotheses
3.3 Method of Data Collection
3.4 Population of Study and Sample size
3.5. Sampling Technique
3.6 Method of Data Analysis
CHAPTER FOUR: DATA PRESENTATION, ANALYSIS AND
DISCUSSION OF RESULT
4.0 Introduction
4.1. Demographic Data
4.2 Perceived Service Quality and Customer Satisfaction Analysis
4.3 Brand Loyalty Analysis
4.4 Hypotheses Testing
4.5 Discussion of the result
CHAPTER FIVE: SUMMARY, CONCLUSION AND RECOMMENDATIONS
5.1 Summary
5.2 Conclusion
5.3 Recommendations
References
Appendix
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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---
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 THREEMETHODOLOGY3.0Â Â Â This examined the authenticity of the research hypothesis and the choice of method used in analyzing the data collected3.1 Â Â Â 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---
CHAPTER FIVE - [ Total Page(s): 4 ]Today, what sets great organizations apart is their commitment to drive customer-valued action throughout the organisation. These organisations have leaders with a vision of creating exceptional value for customers and shareholders. The leaders make resources available to deliver superior value. They have also designed environment where performances are evaluated based on what customer's value. Thus any organization that is committed to a strategy of delivering what customers value ... 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---
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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---
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TABLE OF CONTENTS -- [Total Page(s) 1]
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