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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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CHAPTER FOUR
DATA PRESENTATION, ANALYSIS AND DISCUSSON OF RESULT
4.0 Introduction
This chapter is used to present the data obtained in this study. The study is aimed to examine the influence of perceived service quality on customer satisfaction and brand loyalty. The structured questionnaire used for this study is presented in Apendix I, while the SPSS output is presented in Appendix II. The data obtained is analyzed in sections and the last section of this chapter is used to discuss the result obtained.
200 of the questionnaires were originally distributed to the respondents in the two cities (Ibadan and Ilorin). 180 were actually completed and retrieved from the respondents as at the time the analysis was carried out.
Twenty of the completed questionnaires were not correctly filled and were considered spoilt and unsuitable for this research. Hence, 180 constitute our sample size with a response rate of 80%. It is believed that this response rate is encouraging and that the short fall in the number of questionnaires expected to be analyzed would not affect the results of the study adversely.
Table 4.2 shows that 68 (42.5%) of the respondents are males while 92 (57.5%) are females. This therefore indicated that most of the respondents are females and we have more of them as dealers or bakers.
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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---
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 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---