Full metadata record
| DC Field | Value | Language |
|---|---|---|
| dc.contributor | Multi-disciplinary Studies | en_US |
| dc.contributor | Department of Management | en_US |
| dc.creator | Sun, Wai Jose | - |
| dc.identifier.uri | https://theses.lib.polyu.edu.hk/handle/200/1523 | - |
| dc.language | English | en_US |
| dc.publisher | Hong Kong Polytechnic University | - |
| dc.rights | All rights reserved | en_US |
| dc.title | Are satisfied customers the key to maintaining sales? : an investigation of the effectiveness of customer satisfaction and organizational socialization in customer retention | en_US |
| dcterms.abstract | The worldwide quality movement that has swept the manufacturing sector over the last decade is beginning to take shape in the service sector, especially in the banking field. The shift to quality focus is essential to the comeptitive survival of service business. In order to maintain sales and profit, managers are focusing on satisfying customer by improving their service quality. Research supported the long-term effect of customer satisfaction on customer retention. Also, customer organizational socialization was proved to be an effective tool to increase customer satisfaction. However, little researches study the direct relationship between customer organizational socialization and customer retention. Therefore, in this study, a model of customer repurchases intention was proposed. The model investigates the effectiveness of customer satisfaction and organizational socialization in customer retention. A quantitative study was developed to test the proposed model. One hundred twenty-five corporate customers of a Bank in Hong Kong participated in the survey. Results revealed customer organizational socialization, much more effective than customer satisfaction, is the main key to retain customer. The result gives some managerial implications for the Bank to strengthen its customer base (customers with loyalty). | en_US |
| dcterms.extent | vii, 78 leaves : ill. ; 30 cm | en_US |
| dcterms.isPartOf | PolyU Electronic Theses | en_US |
| dcterms.issued | 1998 | en_US |
| dcterms.educationalLevel | All Master | en_US |
| dcterms.educationalLevel | M.Sc. | en_US |
| dcterms.LCSH | Consumer satisfaction -- China -- Hong Kong | en_US |
| dcterms.LCSH | Customer relations -- China -- Hong Kong | en_US |
| dcterms.LCSH | Organizational behavior -- China -- Hong Kong | en_US |
| dcterms.LCSH | Organizational sociology | en_US |
| dcterms.LCSH | Banks and banking -- Customer services -- China -- Hong Kong | en_US |
| dcterms.LCSH | Hong Kong Polytechnic University -- Dissertations | en_US |
| dcterms.accessRights | restricted access | en_US |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| b14465061.pdf | For All Users (off-campus access for PolyU Staff & Students only) | 2.82 MB | Adobe PDF | View/Open |
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