International Journal of Business and Management Review (IJBMR)

EA Journals

Customer Satisfaction

The Effect of Service Quality on Customer Satisfaction and Loyalty: A Case Study of Hotel Industry in Afghanistan (Published)

The contemporary business world is very much competitive and success in the competition is achieved mainly through giving satisfaction to the ultimate consumer. In a service-oriented industry, it is very difficult to set a standard rule to satisfy customers. Several factors influence customers’ decision-making to take the service from an organization. The Hotel industry is a service industry; it provides the customer with various hospitality services. So a Hotel must be keen in identifying the factors that influence their decision to take the hospitality service. Thus the Hotel also needs to know the perception and satisfaction level of the customers about their performance. Referring to social exchange theory, the present study investigated a conceptual model SERVCUAL. The model examined the impact of service quality on customer satisfaction and customer loyalty by five dimensions of service quality. The result of this study was based on the sample gathered from 180 customers in four hotels in Afghanistan. Based on the results, this study suggested that the quality of service in hotels and its direct effect on customer satisfaction and customer satisfaction respectively has a direct and positive impact on customer loyalty.

Keywords: Afghanistan, Customer Satisfaction, Customer loyalty, hotel industry

A Stakeholders Perspective on the effect of e-Banking on Customer Satisfaction in Commercial Banks using Funnel Ranting Method (Published)

This study examines and explores the effect of e-banking on customer satisfaction in commercial banks. A sample of 500 respondents were selected from a population of 2500 to elicit their views and opinions on the factors responsible for e-banking and customers satisfaction. Such uses both qualitative and descriptive statistics to examine variables like; accessibility, reliability, safety, affordability and consistency using the Funnel Method and Likert Scale to conclude that electronic banking services are more effective in terms of speed and accuracy compared to the traditional counter service banking. However, the study findings showed that electronic banking services cannot always be dependable and reliable because of frequent break downs of the systems.

Keywords: Commercial Banks, Customer Satisfaction, Stakeholders, e-Banking, funnel ranting method

Relationship between Total Quality Management Practices and Profitability: Case of Small Hotel Sector London (UK) (Published)

The rise of competition has inclined various small-scale businesses to incorporate a robust strategy in order to increase profitability. Therefore, in the contemporary enterprise sector, exceptional importance has been given to the concept of Total Quality Management by both local and multinational organisations, considering the associated benefits of continuous improvement, increased efficiency, and the overall efficacy of the organisation. Thus, the main aim of this study is to assess the impact of TQM implementation into small scale hotels in terms of financial growth (profitability); and to develop a comprehensive and feasible quality framework for managers to adopt the best TQM practices that enhance profitability through quality improvement and to achieve expected results. The researcher has applied quantitative method by recruiting 141 participants (managerial level) to achieve the overall aim and objectives of this study, Therefore, survey questionnaires by using Likert scale has been conducted leading towards descriptive, correlation and chi-square analysis of the data collected. The results showed that various TQM practices have positive impact on the profitability of small hotels, such as continuous improvement, quality improvement, role of top management, training and education, employee empowerment and technological innovation, Finally, this research makes an original contribution in the academic and practical field as it enhances the knowledge of TQM among the managers and quality practitioners. Besides presenting some recommendations for small hotels, the study also puts some suggestions for future research in this area with limitations.

Keywords: Customer Satisfaction, Performance, Profitability, Quality Management, Total Quality Management, competitors, critical success factors., small hotels

Competitive Strategies and Customer Satisfaction in the Telecommunications Industry in Nigeria (Published)

Competition is a fact of life for most businesses. Companies strive to stay ahead of others. The Global System for Mobile Communications (GSM) sector in Nigeria became active in 2001 after the commencement of operations of network service providers as a result of the deregulation of the telecommunications industry which ushered in competition. The overall objective of the study was to ascertain the effect of competitive strategies on customer satisfaction in the mobile phone sector in Nigeria. The Federal Capital Territory (FCT) Abuja was the study area. The population of the study consists of all GSM firms and their customers in Nigeria. However, the target population was 1,727,866 GSM customers in the FCT. A sample size of 400 GSM customers was determined using Taro Yamane’s formula. Regression and Pearson product correlation (r) was used to test the hypotheses facilitated by the statistical package for the Social Sciences (SPSS) software. Findings reveal a significant positive relationship between competitive strategies and customer satisfaction. Based on these findings, the researchers recommend that GSM service providers should make efforts at crafting competitive strategies that are customer friendly to avail the desired satisfaction.

Keywords: Competitive Strategies, Customer Satisfaction, Industry, telecommunications

An Analysis of Factors Impact on Customer Satisfaction in Vietnam Restaurants: Case of Fast Food Restaurants (Published)

The primary purpose of this study is to explore the factors that investigate the customers’ evaluation and perception about determinants influencing on customer satisfaction at Vietnamese fast-food restaurants. It is very essential for every business not only to retain their existing customers but also to extend and appeal more new customers significantly. In this study, the scale is measured on four main factors as Service quality, Product quality, Price, and Environment affecting to all common fast-food restaurants in Vietnam market. To appraise and evaluate the influence of each factor, the study uses the mixed method of quantitative and qualitative researches. The findings from the study revealed that the current situation of each factor in Vietnam fast-food industry and how extremely influencing each factor is. Furthermore, these findings also provide useful strategies and understandable knowledge to improve and develop in Vietnamese fast-food restaurants as well as the satisfaction level from customers.

Keywords: : Fast Food, Customer Satisfaction, Service Quality, Vietnam Market, product .quality


The objective of the study was to determine the extent to which telecommunication service providers in Nigeria have satisfied the needs of their numerous customers in Ogun State, Nigeria. Descriptive survey research design was adopted as the study guide. Convenience sampling technique was used in which four hundred and twenty three (423) copies of questionnaire were administered to selected telecom service subscribers from three geo-political districts of Ogun State, Nigeria in which four hundred and two (402) copies of the research instrument were filled and returned. Pearson Product Moment correlation was used to analyse the data gathered from the respondents. The study revealed that service quality and customer service have no significant relationship with customer satisfaction, while there is a significant relationship between price and customer satisfaction. The study concluded that satisfied customers will keep patronizing the business entities and tell others about their good experiences, while dissatisfied customers will withhold their patronage and tell others about their unpleasant experiences. It was recommended that telecom service providers must be fully committed to quality service so as to ensure optimal quality service delivery

Keywords: Customer Satisfaction, Customer Service, Price, and Service Quality


Service quality and customer satisfaction is an important ingredient in addressing global challenges, such as customer satisfaction and service quality. Service quality influences customer satisfaction because with an excellent service provided to the customers, their needs and expectations are met and as a result it improves customer satisfaction and helps create a good image of the company and bring positive reactions to potential customers mind. Despite this attention, little empirical research has been performed about relationship-marketing practices among SMEs, especially those in developing countries. This study is intended to investigate the effects of service quality on customer satisfaction in Kitale town. Stratified sampling was used to divide the Central Business District in terms of streets. Systematic random sampling was used to select SMEs from each street to obtain a sample size of 146 SMEs where customers was interviewed from each SME making a total of 146 customers involved in this research work. Findings reveals that service quality highly affect customer satisfaction positively (β2=0.396, P<0.05). All the beta values were significant at 0.05 level of significance. Hence it is recommended that managers should focus on developing appropriate competencies in service quality since it has a positive impact on customer satisfaction.

Keywords: Customer Satisfaction, SMEs, Service Quality

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