TOPIC:CUSTOMER SATISFACTION & CUSTOMER LOYALTY

In this research two variables were taken which were Customer Satisfaction and Customer Loyalty. We went through an extensive literature search for gaining an insight about the topic. We conducted a survey by using questionnaire and used the data for analysis and processing.

After we analyzed the findings, we came to know that the customers who are more satisfied, they are more loyal toward the brand. The results showed a positive relationship between the both variable and based on this we concluded our research and gave our recommendations.

In this research two variables were taken which were Customer Satisfaction and Customer Loyalty. We went through an extensive literature search for gaining an insight about the topic. We conducted a survey by using questionnaire and used the data for analysis and processing.

we will explore various factors that lead to customer satisfaction, as an independent variable and then the customer loyalty, as a dependant variable

 How strong is the relationship between

Customers Satisfaction and Customers Loyalty. Research will enable the business firms to focus more on customer satisfaction as it has a direct effect on customer retention or loyalty. An overview of the intangible components (perceived quality attributes, trust, commitment etc) Identification of factors in developing customer loyalty

This study will help our local businessmen, like in multiple ways: To enhance the studies and theories regarding business`s profitability. Give more intention to major two variables (Customer`s satisfaction & loyalty) through different practices. To pressure our local businesses towards this issue. To give this researches a new aim for others to get knowledge and use it for more beneficial purposes. To determine that Customer`s satisfaction and customer`s loyalty are the basic factors that can increase the value or worth of the business.

The rationale behind the research is to make available the factors that lead to creation or are responsible for customer loyalty. The local markets maturity as well as market saturation for the products has led the companies to rely on existing customers and to maximize their profits from the existing customer base.

Customer satisfaction: Customer satisfaction as a persons feeling of pleasure or disappointment resulting from comparing a products perceived performance in relation to his/her expectations.

Customer Loyalty: Customer loyalty is all about attracting the right customer, getting them to buy, buy often, buy in higher quantities and bring in more customers.

Diagram:

Customer`s Satisfactio n

Customer` s Loyalty

H1: Higher the customer satisfaction higher will be the customer retention ratio H2: Higher the customer satisfaction higher will be the company profits H3: Higher the customer satisfaction higher will be the convenience to consumer lifestyle.

Sample Size Procedure Research Tool Measures

Dimensions

Elements

Question(s )

a)

Value For Money Subjective Judgment For Quality Goodwill Of Company Product Availability In Time Delivery Accessibility To Product Convenient And Interactive Shopping Dissemination Of Information International Accreditation To Standard Certificates

1,2 3,4 5 6 7,8 9 10 , 11 , 12 13 , 14 , 15 16 , 17

Customer Perceived Quality

a) a) a)

Switching Cost

a) a) a) a)

Commitment

a)

Trust

a)

Public Perception

18 , 19