B P International

Aims: The objective of this research was to find out whether subscribers are satisfied with services of the mobile network providers and identify the predictors of customer satisfaction and loyalty in the mobile communication industry and to develop model that links these satisfaction factors and loyalty for any customer in the industry. Study Design: Descriptive cross-sectional study design. Place and Duration of Study: Ho Municipality in Volta Region, Ghana, between July 2016 and September 2016. Methodology: We included sampled subscribers of the five mobile network operators (MTN, Vodafone, Tigo, Airtel and Glo) in the Ho Municipality. A total of 500 subscribers of the five mobile networks in the Municipality were selected for the research. The study employed a purposive sampling technique in selecting the subscribers located in various parts of the Ho Municipality in Volta Region, Ghana. Results: Logistic regression analysis was used to identify the predict...

In this era of competitiveness, organizations compete in service quality to satisfy their customers. Primary data for the study was collected by direct interview method using retail service quality scale from eighty customers who visited the retail outlets that sold chilled chicken and meat products exclusively under its own brand name in Coimbatore city of Tamil Nadu state. This study was undertaken to assess the interrelationships between three constructs namely service quality attributes, customer satisfaction and customer loyalty by developing a model and analyzed using SEM PLS method. The retail service quality model consisted of five dimensions like physical appearance, reliability, personal interaction, problem solving and policy that were framed as structural model. This model measured the strength of the five dimensions in estimating the retail service quality constructs and the results indicated the policy improvements needed by the case firm for enhancing their retail ser...