6/16/2023 0 Comments Trminal montor in coscoOriginality/value: This research dealt with SQ in terms of its concept and dimensions, in addition to dealing with the significant role of CS in the relationship between SQ and CL at commercial banks in Egypt. Managers will find this research helpful in better understanding these variables and their roles on their companies' performance. The study also reveals interesting implications in SQ, CS and CL, useful to both academics and practitioners. The commercial banks are required to offer services that meet or surpass consumers' expectation. Managers are advised to satisfy and better manage their relationships through quality product and service offerings to their customers as a competitive policy in the marketplace. In addition, by the referring of loyal customers, the commercial banks can attract more customers. Practical implications: Learning the relationships between SQ, CS and CL, retailers can effectively allocate their resources and develop a rational plan to improve their SQ under specific business circumstances. The finding reveals that SQ affects CL through CS. Findings: This research findings show that CS is an important mediator between SQ and CL at commercial banks in Egypt. Multiple Regression Analysis (MRA) was used to confirm the research hypotheses. Out of the 382 questionnaires that were distributed to employees at commercial banks in Egypt, 310 usable questionnaires were returned, a response rate of 81%. The data of the study was collected from 310 employees at commercial banks in Egypt. Research Design/Methodology: To assess positive SQ, refer to (SQ Questionnaire, Cronin & Taylor, 1992), CS (CS Questionnaire, Athanassopoulos, et al, 2001) and CL (CL Questionnaire, Parasuraman, 1996). Purpose: The purpose of this study is to examine the moderating significant role of Customer Satisfaction (CS) in the relationship between Service Quality (SQ) and Customer Loyalty (CL). Costco achieves its strategy with core resource and competencies that include efficient supply chain management, pleasant shopping experience, strong bargaining power, motivated highly paid employees. It uses economies of scale to buy in bulk at low cost and pass the discount to the customer. On the other hand, Costco adopts a Cost Leadership strategy. Target achieves its strategies with core co mpetencies and resource such as superior guest experience, corporate culture, systems, strong supply chain, technology infrastructure, innovation, and disciplined management approaches. It provides high quality, trend-forward merchandize with lower margin. Target follows an Integrated Cost Leadership and Differentiation strategy expressed in its promise of " Expect More, Pay Less ". The SWOT analysis shows that the discount retail industry is highly competitive and is affected by key strategic factors as Technology improvement, innovation in product design and promotion, employee welfare, internet, multi-channel distribution and communication. The study also examines the characteristic of the competitive environment in which both companies operate in. The purpose of this study is to identify and compare the Business strategies and Business models adopted by two big discount retailers in the United States which are Target Corporation (" Target ") and Costco Wholesale Corporation (" Costco ").
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