서비스품질모델인 Servqual, Hierarchical, Nordic, Multilevel 등과 관련된
품질모델에 대한 영어 리포트입니다.
하버드 APA6 레퍼런스 되어있습니다.
2. Service Quality Models
3. Loyalty and Relationship Marketing Models
4. How quality service and loyalty-building strategies build a strong customer base.
We are living in the world where customers are empowered. In the past, a transaction finished when a deal had been made. Nowadays, companies make a relationship that last longer than before. To extend a relationship with customers, there are some prerequisites that corporates should have in mind. In this report, I will discuss about some methods to evaluate and foresee its business and consumer behavior.
In any business, customers are being served like they actually own a company. Customers determine the direction the business will take whether the company stands or sinks. This makes customer satisfaction an ultimate goal and objective of any business entity. Quality of services delivered to clients directly impact on overheads, profits, customer contentment and retention, and the overall marketing of company's products and services (Sachdev and Verma, 2004). It is generally speaking the one that mainly influences the purchase decision factor that drives the customer’s buying decision.
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