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   Impact of product quality on the satisfaction of customer .

   Final term Assignment

                       Submitted to: Miss Khansa
                       Submitted by: Mubasher Nisar

Superior University Raiwand Road, Lahore .
          Table of Contents
1. Introduction…………………………………………………………………………….3

 1.1 Purpose Statements……………………………………………………………...….4

 1.2 Objective of this study…………………………………...………………………....4

 1.3 Significance of study…………………………………………………..…………...4

 1.4 Research question & Hypothesis……………………………………..…………....4

2. Literature Review…………………..………………………………………....………5

 2.1 Theoretical Model of the Study………………..………………………………….12

3. Data collection Methodology…………………………………………………………12

 3.1 Data……………………………………………………………………………….12

  3.1.2 Paradigm………………………………………………………………………13

  3.1.3 Tools of data collection………………………………………………………..13
  3.1.4 Samples size and populations…………………………………………………13
 3.2. Methodology………………………………………………………………….…..13
4. Ethical consideration…………………………………………………………………..14

5. Limitations & delimitation……………………………………………………….……14

6. References……………………………………………………………………………..15
My study is based on customer satisfaction and product quality. My study will investigate there
how much there is impact of product quality on customer satisfaction. I will use three variables.
Positivism paradigm will be used in this proposal. A simple questionnaire will also be prepared.
After collecting the data I will put that into computer software called SPSS. Then I am applying
test such as correlation, regression, histogram and descriptive statistics & interpreted in own
words and used simple words. I am cannot collect the data from all Pakistan because being a
student, lack of sources and lack of time, this deficiency.

   1. Introduction
Satisfying our customers is an essential element to staying in business in this modern world of
global competition. We must satisfy and even delight our customers with the value of our
software products and services to gain their loyalty and repeat business. Customer satisfaction is
therefore a primary goal of process improvement programs. So how satisfied are our customers?
One of the best ways to find out is to ask them using Customer Satisfaction Surveys. These
surveys can provide management with the information they need to determine their customer's
level of satisfaction with their software products and with the services associated with those
products. Software engineers and other members of the technical staff can use the survey
information to identify opportunities for ongoing process improvements and to monitor the
impact of those improvements. Customer service is one of the organizational processes which
companies perform considering the growing competition and for attracting entrepreneurial
opportunities for increasing profitability and better access to the market and increasing the
customer satisfaction and loyalty level (Calif, 1987). According to Goofin and Price (1996)
customer service has importance because it ends in increasing product quality, gaining
competitive advantage, gaining profitable opportunities, and as a result increasing sales and
income. As we can observe from following figure, According to Newby & McManus (2000)
excellent quality of customer services is based upon not just the knowledge and skills of the
individual but also upon the way that the organization as a whole, from top management
downwards, pulls in the same direction and presents a clear, positive message to customers.
In this survey I will not be able to collect the data from all Pakistan being as student and lack of
time and lack of resources. This is defect of my project.
   1.1 Purpose Statement
The purpose of this study is to determine the impact of product quality on the customer
satisfaction. There are three variables product quality, product music and priority. Quantitative
study will be used for this proposal.

1.2 Objectives
    To know how much there is impact of product quality on customer satisfaction.
    To determine the quality of product.
    To determine the priority of product.

1.3 Significance
          My study of product is very helpful for people because they will have a lot of
           awareness about the product quality and product priority.

1.4 Research questions & Hypothesis
     What is the impact of product quality on the satisfaction of customer?
        H1. There is a relationship between quality and product.
        H2. There is a relationship between quality and priority.
   2. Literature Review
Ashfaq Ahmad (2010) this article examines mediation of customer satisfaction relationship
between product quality and repurchase intentions for the telecom sector in Pakistan. The
population of the research consists of young student’s university. The reason behind the selection
of university graduate students are that these students are the target market of the telecom sector
and are more vigilant towards the changes in the telecom sector. Five private and five public
sector universities were selected for the sample. In order to operationalize the dimensions of
service quality, customer satisfaction instrument was adopted from Lai (2004). The questionnaire
included five distinct dimensions that predict the service quality. The data collected from the
sample was analyzed using Microsoft Excel 2007 and SPSS 16.0. Sobel test of mediation testing
was used to judge mediation effects of satisfaction on the relationship between Service Quality
(SERVQUAL) and customer repurchase intentions. Mediation test technique was developed
using Baron and Kenny Organizations always look forward to long lasting success. In order to be
successful in the long run, they need to keep abreast with all of their stakeholders. Out of the
stakeholders, customers are considered to be the most important one. Future purchase intentions
of customers are outcomes of various organizational efforts. One of the most important
determinants of customer repurchase intentions discussed by researchers is offering,
competitively, the best service quality to customers. Studies suggest that there is a positive
relationship between service quality and the satisfaction of customers (Ahmed et al., 2010).
Findings also suggest that there is a positive relationship between service quality retention and
future intention of customers (Ahmad et al., 2010). All the firms that want to create and maintain
competitive advantage against rivals should offer superior services to their customers. Simply,
we can say that companies must pay great attention towards investing considerable amount and
time on provision of better quality services to their customers in order to survive and compete in
the long run (Sattari et al., 2010). Henkel et al. (2006) have discussed in their findings that
satisfied customers in the telecom sector have high future intentions to stay with the company
and future repurchase intentions. Service quality is regarded as the impression customers give to
the superiority and inferiority of the service provider (Tsoukatos and Rand, 2006). Chau and Kao
(2009) suggest that service quality and its dimensions have a direct bearing on customers’
evaluation of a company and the intentions to choose the service provider. Kandampully (1998)
states that the firms with loyalty to offer services to their customers yield returns in the shape of
satisfied customers who are willing to stay with the organization. Turel et al. (2007) found that
customers’ adoption decision of the service provider depends on the quality offered and the
price of the service provided.

J.Joseph Cronin (2000) This article examines the assessing the effects of quality, value and
customer satisfaction on consumer behavioral intentions in service environments. To ensure the
cross-validation of results, two studies are reported that investigates six service industries and
utilize different samples. The six industries were chosen so that the samples varied on 1) the
degree to which the service can be characterized as hedonic (Study 1) versus utilitarian (Study
2), 2) the prominence of tangible (Fast Food) versus intangible (Long Distance) attributes, and 3)
the primary (Health Care) versus secondary (Sporting Events) role of the service employees.
Data collection procedures were managed by one of the authors. To improve the
representativeness of the sample, surveys were gathered in numerous locations in the area and
the interviewers were given
demographic guidelines to follow. Descriptive statistics including means, standard deviation and
shared variances were used. Indirect affect analyses were also conducted. The following study
both synthesizes and builds on the efforts to conceptualize the effects of quality, satisfaction, and
value on consumers’ behavioral intentions. Specifically, it reports an empirical assessment of a
model of service encounters that simultaneously considers the direct effects of these variables on
behavioral intentions. The study builds on recent advances in services marketing theory and
assesses the relationships between the identified constructs across multiple service industries.
Service managers who refer to the literature to help evaluate the effectiveness of firm strategies
or to set employee goals will find conflicting information as to which of these variables, if any, is
directly related to a service firm’s bottom line. In addition to measurement issues, developing an
understanding of the conceptual relationships between service encounter constructs has
preoccupied services researchers over the past two decades. The objective has been to develop an
improved understanding of not only the constructs themselves, but also how they relate to each
other and subsequently drive purchase behavior. It is noted above that quality, value, and
satisfaction have taken center stage in these discussions. Indeed, it was not long ago that the
development of a working model of the conceptual interrelationships between them was placed
at the top of future research directions. For instance, if the research objective is to assess
customer satisfaction implications, then the model tends to be “satisfaction dominated,” such that
the primary link to outcome measures is through satisfaction. It should be noted that we do not
suggest that these studies are incorrect; rather, most are just limited in scope. Therefore,
managers who look to the literature as a means of setting service goals risk being misled by the
objective of the research as well as the time period (i.e., wave) in which it was written.

MICHAELK. BRADY (2002) This articles examines distinguishing service quality and
customer satisfaction. He conducted 1300 survey at Istanbul Turkey and questionnaire is
directly filled by household head. In these research investment choices independent variable use
in questionnaires and personal questionnaire, profession, gender and education also include.
Service quality and customer satisfaction are important concepts to academic researchers
studying customer evaluations and to practitions as a mean od creating competitive advantage
and customer loyalty. In this article, the authors first propose a simple model summarizing the
key drivers of customer loyalty. Then, on the basis of this model and drawing on key insights
from the preceding articles in this issue, they outline a set of issues for further research related to
the quality-valueloyalty chain. Next, the authors develop a conceptual framework that integrates
the quality-value-loyalty chain with the “pyramid model,” which emphasizes the increasing
importance of technology-customer, technologyemployee, and technology-company linkages in
serving customers. Using this integrated framework as a springboard, they identify a number of
avenues for additional inquiry pertaining to the three types of linkages. The constructs of service
quality, perceived value, and customer loyalty have been gaining increasing prominence in the
marketing literature and in business practice. As implied by many of the preceding articles, these
constructs will continue to be critical. Much of our past research with colleagues has focused on
service quality. The cumulative insights from our studies support the general notion that service
quality enhances perceived value, which, in turn, contributes to customer loyalty. The relative
influence of service quality, earch (Parasuraman, Zeithaml, and Berry 1994b). However, case
studies and anecdotal evidence strongly suggest that achieving sustainable competitive advantage
in the marketplace will be very difficult with just superior products and reasonable prices;
regardless of whether a company’s core offerings are products or services, superior service
quality is essential for excellent market performance on an enduring basis.

Amy Ostrom (2001) This article examines the impact of Corporate Social Responsibility,
Customer Satisfaction, and Market Value. Based on these questionnaires, the most important
item and the most important category will be identified. In order to get the answer on the
research question, 350 questionnaires were randomly distributed to 350 individual investors in
both Dubai financial market was 66,772 investors and 154,041 investors of Dubai financial
market at the measures was assessed with the use of Cronbach’s alpha. The existing marketing
literature shows accumulating evidence for the influence of customer satisfaction on firm market
value. For example, firms with satisfied customers tend to enjoy greater customer loyalty (e.g.,
Bolton and Drew 1991; Oliver 1980), positive word of mouth (Szymanski and Henard 2001),
and customer’s willingness to pay premium prices (Homburg, Koschate, and Hoyer 2005), all of
which can increase a firm’s market value. Indeed, several studies find that firms with higher
levels of customer satisfaction are able to achieve higher levels of cash flows (e.g., Gruca and
Rego 2005; Fornell 1992; Mittal et al. 2005) and less volatility of future cash flows, thus leading
to superior market value (e.g., Anderson, Fornell, and Mazvancheryl 2004; Fornell et al. 2006;
Srivastava, Shervani, and Fahey 1998). In linking this evidence for the influence of customer
satisfaction on firm market value with our first hypothesis on the influence of CSR on
satisfaction, a mediating role of customer satisfaction in the CSR–performance linkage might
logically be expected. That is, CSR affects customer satisfaction, which in turn affects market
value. In other words, customer satisfaction represents the meditational pathway through which
CSR actions affect firm market value. Part of the mechanism by which CSR actions influence a
firm’s market value is customer satisfaction. Thus, it is conceivable that the positive impact of
CSR on firms with high levels of corporate abilities enhances the level of customer satisfaction,
which then leads to enhanced market value (Anderson, Fornell, and Mazvancheryl 2004; Brown
and Dacin 1997; Sen and Bhattacharya 2001). On the contrary, for firms that are low in corporate
ability (i.e., they are neither innovative nor competent in product quality), CSR actions may not
be able to generate much institutional legitimacy, customer–company identification, or customer
satisfaction (Scott 1987). As a result, CSR initiatives may relate little to financial results and
market value (e.g., Margolis and Walsh 2003; Mithas, Krishnan, and Fornell 2005b) in firms
with low levels of corporate abilities.
Kent Grayson (1999) This article examines the impact of service quality trust and customer
satisfaction on customer loyalty. The researcher tries to analyze this by conducting factor
analyses and paired sample t test on the compressed factors. The research in this project is based
on Qualitative and Quantitative research. Traditionally, service quality has been conceptualized
as the difference between customer expectations regarding a service to be received and
perceptions of the service being received (Grönroos, 2001; Parasuraman, Zeithaml, & Berry,
1988). In some earlier studies, service quality
has been referred as the extent to which a service meets customers’ needs or expectations (Lewis
& Mitchell, 1990; Dotchin & Oakland, 1994). It is also conceptualized as the consumer’s overall
impression of the relative inferiority or superiority of the services. Customer satisfaction is a well
known and established concept in several areas like marketing, consumer research, economic
psychology, welfare-economics, and economics. The most common interpretations obtained
from various authors reflect the notion that satisfaction is a feeling which results from a process
of evaluating what has been received against what was expected, including the purchase decision
itself and the needs and wants associated with the purchase. Over the past few years there has
been a heightened emphasis on service quality and customer satisfaction in business and
academia alike. Sureshchandar et al, (2003) identified that strong relationships exist between
service quality and customer satisfaction while emphasizing that these two are conceptually
distinct constructs from the customers’ point of view. As identified by the researchers that
customer loyalty as a construct is comprised of both customers’ attitudes and behaviors.
Customers’ attitudinal component represents notions like: repurchase intention or
purchasing additional products or services from the same company, willingness of
recommending the company to others, demonstration of such commitment to the company
by exhibiting a resistance to switching to another competitor. Several authors have found a
positive correlation between customer satisfaction and loyalty (Anderson & Sullivan, 1993;
Bolton & Drew, 1991; Fornell, 1992). Numerous studies in the service sector have
also empirically validated the link between satisfaction and behavioral intentions such
as customer retention and word of mouth (Anderson & Sullivan, 1993; Bansal & Taylor,
1999; Cronin & Taylor, 2000). Hart and Johnson (1999) have added that one of the
conditions of true customer loyalty is total satisfaction.

Mohammad Mujahid Akbar (2005) This article examines the affect of service quality and the
mediating role of customer satisfaction. In this study researchers can used SPSS software for
analysis of the data who are collected from the different respondent. Data are processed in the
shape of descriptive statistics, regression and correlation. Two hundred questionnaires were sent
to investors by adopting purpose sampling. A loyal consumer of the firm is extremely important
for several reasons. First of all, it is often cheaper to maintain a loyal consumer than to find a
new one. Secondly, it is easier to maintain a loyal consumer. In addition, a loyal customer’s
feedback is often positive; it means positive “mouth)to)mouth” communication. Satisfaction and
loyalty are two stages in the customer’s response to the company offerings. Satisfaction is an
initial stage in the customer response to a company offering whereas loyalty is a mature stage in
such a response. The customer orientation, perceived service quality, satisfaction and brand
loyalty linkage is necessary to understand the full process of brand loyalty work (Andreassen
1994). When customers perceive that the firm is customer oriented, they are more likely to be
brand loyal to the firm. The effects of the customer orientation of a firm as perceived by their
customers on brand loyalty are significant and complex. Excludes more components of brand
value: image, awareness, truth, quality. Trust is usually related to a combination of brand and
product or service (Garbarino and Johnson 1999). When companies compete in global markets
and the customer becomes aware of the country of origin, there is a chance that the place where
the product was made could affect product or brand image (Cateora 1996). Other authors stress
association as one of the main element in brand value. Customers with high or true loyalty are
characterized by strong attitudinal attachment and high repeat patronage. They almost always
patronize a particular company or brand and are least vulnerable to competitive offerings. This
new package (tangible and intangible benefits) can produce higher customer satisfaction, which
could generate higher customer loyalty in the long term. Moreover, in a mature stage of
product)brand tangible and intangible benefits are foremost without any package (tangible or
intangible) dominant over the other (Torres)Moraga et al 2008). Also, in this stage of the
product the intangible benefits could be emphasized. In addition, product) brand or brand alone
on customer satisfaction, however, could be distinctive and original: the brand alone can produce
a stronger satisfaction and loyalty relationship than the product) brand combination.

Albert Corona (2000) The article examines the effect of customer service and product quality on
customer satisfaction and Loyalty. This study conducted by multilateral agency in July 2001.and
finds the administered to a oral cross sectional of (LLP, 2002) (Arvid O. I. Hoffmann, 2006).
Special care was taken to develop a 16-question survey instrument that captured each of the
elements of interest, particularly the factors driving investment decisions. A total of 643
companies responded to the mailing, of which 191 indicated their investment plans. The
remaining 452 businesses declined to participate in the survey. The first step is to collect the data
from national statistics offices and international sources such as the IMF. And the 2nd step is
collecting the data from official sources. And the third is the responses to detailed sample survey
questionnaires of foreign companies operating in the region. He considered a sample survey of
investment from the major European and North American countries into the Czech Republic,
Hungary, Poland, Romania and Slovakia between 1989 and 1996 (334 firms). In this research,
we address the following questions that are becoming increasingly important to managers in
automotive industries: is there a relationship between customer service and product quality with
customer satisfaction and loyalty in the context of the Indian automotive industry? If yes, how is
the relationship between these four variables? The automotive industry in India is one of the
largest in the world and one of the fast growing globally. Customer satisfaction and loyalty are
the most important factors that affect the automotive industry. On the other hand, Customer
service can be considered as an innate element of industrial products. Customer service quality,
product quality, customer satisfaction and loyalty can be measured at different stages, for
example, at the beginning of the purchase, and one or two years after purchase. The population
of the study is all of the Tata Indica car owners in Pune. Hypotheses of the study will be
analyzed using regression and ANOVA. Results of the study show that there are high positive
correlation between the constructs of customer service and product quality with customer
satisfaction and loyalty. Quality has been defined as fitness for use, or the extent to which a
product successfully serves the purposes of consumers (Beverly et al., 2002). Customer service is
one of the organizational processes which companies perform considering the growing
competition and for attracting entrepreneurial opportunities for increasing profitability and better
access to the market and increasing the customer satisfaction and loyalty level (Calif, 1987).
According to Goofin and Price (1996) customer service has importance because it ends in
increasing product quality, gaining competitive advantage, gaining profitable opportunities, and
as a result increasing sales and income. As we can observe from following figure, According to
Newby & McManus (2000) excellent quality of customer services is based upon not just the
knowledge and skills of the individual but also upon the way that the organization as a whole,
from top management downwards, pulls in the same direction and presents a clear, positive
message to customers.

Seyed Abbas Mirdamadi (1999) This study examines the service quality on customer
satisfaction. Success of a service provider depends on the high quality relationship with
customers (Panda, 2003) which determines customer satisfaction and loyalty (Jones, 2002 as
cited by Lymperopoulos et al., 2006). Research has shown repeatedly that service quality
influences organizational outcome such as performance superiority (Poretla & Thanassoulis,
2005), increasing sales profit (Levesque & Mc. Dougal, 1996; Kish, 2000; Duncan &
Elliot, 2002) and market share (Fisher, 2001), improving customer relations, enhance corporate
image and promote customer loyalty (Newman, 2001; Szymigin & Carrigan, 2001; Caruana,
2002; Ehigie, 2006). Furthermore, service quality and customer satisfaction were found to be
related to customer loyalty through repurchase intentions (Levesque & Mc. Dougall, 1996;
Newman, 2001; Caruana, 2002). Delivering quality service to customers is a must for success
and survival in today’s competitive banking. service quality hold that this is the result of the
comparison that customers make between their expectations about a service and their perception
of the way the service has been performed (Lehtinen & Lehtinen, 1982; Lewis & Booms, 1983,
Gronroos, 1984; Parasuraman et al., 1985; 1988; Caruana, 2002). Service quality is defined as
the degree of discrepancy between customers’ normative expectation for service and their
perceptions of service performance. Perceived service quality is a global judgment or attitude
relating to the superiority of the service, whereas satisfaction is related to a specific transaction
(Parasuraman et al., 1988). On the other hand, customer satisfaction has frequently been
suggested to be the leading determinant of loyalty (Lam & Burton, 2006). Ehigie (2006) suggests
that there is a significant positive relationship between customer satisfaction and customer
loyalty/retention. As such, customer satisfaction in this research is acting as a mediator between
service quality and customer loyalty.

Linda Westfall (2001) This study examines the impact of product category on customer
dissatisfaction in cyberspace. Purchasing behavior in traditional physical markets and in online
markets differs depending on what type of products/services customers have in mind. Although
e-businesses expend a major effort in maximizing customer satisfaction and minimizing
customer dissatisfaction, they face critical limitations. Online customers cannot
see/touch/smell/hear the actual products via online transactions. For example, for products such
as clothes, shoes, and cosmetics, the general tendency of customers is to try and see the products,
since online information regarding their actual ingredients, such as type of fabric, for instance,
does not provide enough information to make a purchase decision. Another common reason that
customers wish to try and see such products physically is that even clothes of the same size may
differ in actual sizes across companies. For example, size ªmediumº from the A company maybe
almost like size ªlargeº from the B company. Products were classified in a number of ways in the
traditional market place. Based on the product classification by Murphy and Enis (1986), four
categories of products – convenience, preference, shopping, and specialty – are neded in terms of
the buyer’s evaluation of the price. Two dimensions were used to explain this classi cation of
products, risk and effort. Risk (Murphy and Enis, 1986) in this study is the buyer’s subjective
feeling about the monetary and non-monetary price of the product, while effort is de ned as the
objective amount of money and time it takes to purchase a product. According to these
dimensions, convenience products (e.g., fresh produce, grocery staples, etc.) are de ned as lowest
in terms of both effort and risk (Murphy and Enis, 1986); preference products (e.g. beer, soft
drinks, etc.) are slightly higher in the effort dimension and much higher in risk; shopping
products (e.g. automobiles, clothing, furniture, etc.) include increased levels of risk and also are
perceived by consumers as high involvement products; and specialty products (e.g. vintage
wines, expensive cars, etc.) are needed to be highest in both risk and effort.

T. Ramayah, Associate Professor (2000)  This article examines the effect of service quality on
customer satisfaction with bank nagri main branch padang. In this survey draw a transactional
record of all consumers and collect a questionnaire data from the clients of the largest online
broker in the Netherlands. Due to trading restrictions, we exclude accounts owned by minors.
The researcher designed and performed an online survey amongst all clients of the online broker.
In total, 6,565 clients completed the questionnaire. The development and improvement in
banking services from year to year is a concern of society. This can be seen increasing
competition in service quality in banking. Quality of care is a top priority in creating customer
satisfaction. In accordance with the bank functions as a collection of public funds, Bank Nagari
in this case has the kind of product that can compete with other bank products. For this type of
savings Bank Nagari have some type of savings among Simpeda Savings, Tabanas Savings, Haji
Savings and Sikoci Savings. With these facilities is expected to attract people to save their
money in Bank Nagari, and improve service to customers. The better the service provided will
have an impact both on customer satisfaction of products offered. These services include the
reliability and responsiveness of Bank staff in addressing customer issues, customer friendliness
and ignorance of the product or service they want. Definition of services according to Kotler
(2002), service is any act or activity that can be offered by one other party, essentially intangible
and does not result in any ownership. Zeithalm (2000), service is all economic activities with
output than products in the physical sense, consumed and produced at the same time, provide
value-added and intangible principle for the buyer first. Payne (2001: 8) service is an activity
which has some elements (intangible) associated with it, which involves some interaction with
customers or with property in its ownership, and does not produce a transfer of ownership.
Customer satisfaction level is how much value consumers lie received from the services
provided by the company whether it has to meet consumer expectations or not. Service quality is
how well the companies in introducing products that they offer to consumers in this case is the
service provided by the Bank's Nagari Main Branch Padang.


   Product Quality                                                                   Consumer

   3.      Data and Methodology

   3.1 Data
             Data will be collected through questionnaire from different educational institutes.
             Questionnaire will be fill out from peoples of Lahore.
         I will use quantitative paradigm in this research. This paradigm is very use full for
         researchers because it is much interpreted and gets result with the help of n different software.

    3.1.2Tools of data collection
                 For this proposal I will use questionnaire for data collection and will fill out 200
                 questionnaires from different peoples.

    3.1.3 Sample and Population
              I will have 200 samples questionnaires. Due to lack of financial resources I will be
         unable to collect the data from all Pakistan so I will collect data only from Lahore.

    3.2 Methodology
               After collecting the data from 200 peoples I will put this data into SPSS software
               and I will make analysis in the form of correlation, regression, and histogram
               descriptive statistics.

3.2.1Descriptive Analysis
              The use of statistics to describe the results of an experiment or investigation.

3.2.2 Regression Analysis
The use of regression to make quantitative predictions of one variable from the values of another.

Linear           Regression:            Y          =           a       +          bX          +          u
Multiple Regression: Y = a + b1X1 + b2X2 + B3X3 + ... + BtXt + u
3.2.3 Correlation Analysis
A mutual relationship or connection between two or more things and interdependence of variable

Correlation can be calculated as.
rxy = sxy / sxsy

4. Ethical Consideration
Ethical Consideration is an important thing for a research proposal. It will be my duty to follow
the rules of a research proposal in an ethical way. I will make questionnaires which will be easily
understandable by all the respondents.

5. Limitations and Delimitations
For this study I will be unable to collect the data from all over the Pakistan due to lack of time as
well as financial resources, so I will collect 200 samples from Lahore.

 Ishfaq Ahmed*, Muhammad Musarrat Nawaz, Ahmad Usman, Muhammad Zeeshan Shaukat,
Naveed Ahmed and Wasim-ul-Rehman. A mediation of customer satisfaction relationship
between service quality and repurchase intentions forthe telecom sector in Pakistan ( 2010 )

Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in
Service Environments ( 2000 )

Linda Westfall The Westfall Team. Software Customer Satisfaction ( 1999 )

Dawn Iacobucci, Amy ortrom & Kent grayson. Distinguishing service Quality and customer
satisfication: The voice of consumer ( 1995 )

Mohammad Muzahid Akbar1 and Noorjahan Parvez2. Impect of service Quality, trust and
customer satisfication on customer loyalty ( 2009 )

Albert Caruana. Service loyalty the effect of service quality and the mediating role of customer
satisfication ( 1999 )

Asghar Afshar Jahanshahi (Corresponding Author) Study the Effects of Customer Service and
Product Quality on Customer Satisfaction and Loyalty ( June, 2011 )

Lo Liang Kheng School of Management, Universiti Sains Malaysia (USM), Malaysia The
Impact of Service Quality on Customer Loyalty ( November, 2010 )

Hazlina Abdul Kadir, Nasim Rahmani and Reza Masinaei. Impacts of service quality on
customer satisfaction ( February, 2011 )

sDayang Nailul Munna Abang Abdullah, and Francine Rozario. Influence of Service and Product
Quality towards Customer Satisfaction ( 2009 )

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