Browse our collection of papers in
Service Quality

C/OM/330. Dissertation. Customer satisfaction with O2: critical factors behind loyalty and retention

WORDS:
15850
DATE:
2011
PRICE:
159.99 GBP

The dissertation examines the ability of the UK telecommunications company O2 to promote customers’ satisfaction and stimulate their loyalty and retention. Literature is reviewed on the theory of consumer behaviour and customer service touching on the issues of service quality. The methods of the research combine the analysis of secondary sources and primary data obtained from UK consumers to identify customers’ opinions about O2 customer service. Conclusions are made about consumers’ satisfaction with the quality of customer service at O2. Recommendations are suggested about possible improvements of the company’s customer service along the lines of innovation.

 

KEYWORDS: Dissertation, customer satisfaction, O2, loyalty and retention, service quality, customer service,

DOWNLOAD THIS PAPER DOWNLOAD THE REFERENCE LIST
 
Other Papers On: Quality Management
Other Papers On: Management Dissertations
Other Papers On: Service Quality
Other Papers On: Customer Satisfaction (CS)
Other Papers On: Marketing Dissertations
Other Papers On: O2

CUSTOM WRITING

Can't find what you are looking for? Click here to order a custom written paper

Subject Catalogue

Keywords Tag Cloud

service quality dissertation customer management services study hotels satisfaction marketing om proposal bank measuring examination uk hotel issues evaluation delivery barclays hospitality hilton kfc internal halifax budget retention development servqual commerce banking london causes theory audit tesco factors strategy perceptions review operations poor club libya firms customers gap financial airline importance performance using servperf ratings tourism advantage perspective theatre starbucks based consumers care effects health accounting cross cultural servicescape bus role transport restaurants charge employee taxassist expectations accountants motivation congestion impact competitive consequences virgin atlantic international thomas seekers asylum information advice guidance refugees cook affect premier inn outline birmingham travelodge rose overall consumer scm cardiff sun red company saudi arabia maximuscle mobily loyalty mills retail o critical ryanair vs article easy jet dimensions luxury britain lowest costs providers economy leyton change russell bromley retirement homes product fitness grand mba investigation ps vietnamese ebay amazon orange sector public suitability approach monitor salon dressing improvement alaska eat rationale training hsbc investigate evaluate delivering employing model shoppers blueprinting hair mystery master hospital middle east solution online cyprus hrm practices enhance statistic zoo c wetherspoon plc objectives penang behaviour airworld travel staff gliding mutiara malaysia ridge lidl literature employees providing dell input s com managing mcdonald support liner keynes implementation trans milton concert liverpool event pop telephone
GET OUR GooGLE TOOLBAR BUTTON
Click here
BOOK MARK US
WHAT OTHERS
HAVE SAID
Thank you very much for your services which helped me a lot on my research on the African market. Sun