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Home > Impact of Brand Image, Service Quality and Trust on Customer Loyalty, Moderating Effect of Perceived Price Fairness and Mediating Effect of Customer Satisfaction: Case Study on Telecommunication Sector of Bahawalpur city

Impact of Brand Image, Service Quality and Trust on Customer Loyalty, Moderating Effect of Perceived Price Fairness and Mediating Effect of Customer Satisfaction: Case Study on Telecommunication Sector of Bahawalpur city

Thesis Info

Author

Iram Safarish

Department

Department of Management Sciences

Program

Mphil

Institute

National University of Modern Languages

Institute Type

Public

City

Islamabad

Province

Islamabad

Country

Pakistan

Thesis Completing Year

2016

Subject

Management Sciences

Language

English

Added

2021-02-17 19:49:13

Modified

2024-03-24 20:25:49

ARI ID

1676728807393

Similar


Customers are considered as a decisive factor in any business organization, their loyalty and satisfaction is more important than making new ones. Loyal and satisfied customers are the great assets of any business organization that's way customer satisfaction and loyalty has become the top priority of all organizations, and they spend a lot of attention on the factors that affect the client's decision. Customer retention is the most important concern of the companies which payback in the form of long term profitable relationship. Marketing managers primarily focus on the satisfaction of customers. The prime motive of the marketing manager is to increase loyalty by creating a strong bond between customers and company. Present study is conducted to investigate the impact of brand image, service quality and trust on customer loyalty. The study also investigates the mediating role of customer satisfaction and moderating role of perceived price fairness between factors and customer satisfaction. For this purpose the data was obtained from the target population that is telecom users. Total 250 respondents completed the questionnaire containing 30 questions related to study. SPSS 20.0 software was used to verify the validity of the instrument, while reliability was confirmed with Cronbach,s alphas. For the purpose of analysis statistical techniques were used such as descriptive, correlation, linear and multiple regression analysis is used in this research. Four sub models have been used to investigate the impact of brand image, service quality and trust on customer loyalty, mediating effect of customer satisfaction and moderating effect of perceived price fairness. The results of the study support the hypothesis and results indicated that selected three factors that are brand image, service quality and trust has a positive and significant impact on customer loyalty. Customer satisfaction significantly mediates between factors and customer loyalty. This study support moderating effect of perceived price fairness. The results identify the significant relationship of perceive price fairness between service quality, brand image and customer satisfaction. In Pakistan the future of telecom is very bright that's way it needs to maintain their service quality for the customer satisfaction and loyalty. Telecom sector should focus to improve their brand image through advertisement and other market strategies and try to get the trust of their customer.
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نواب عبدالسلام خان رامپوری

نواب عبدالسلام خان رامپوری
نواب عبدالسلام خان مرحوم رامپوری سب جج ان لوگوں میں تھے جن کو کتابوں کا عاشق زار کہنا چاہئے، وہ عمر بھر نوادر کتب کے جمع کرنے میں مصروف رہے اور وہ ان کو اس قدر عزیز رکھتے تھے کہ ان کے لیے ہر قسم کی تکلیف گوارا کرلینا راحت جانتے تھے، مونڈہ پانڈے ضلع مراد آباد ریلوے اسٹیشن کے قریب ان کا گاؤں تھا، وہاں یہ ان کا کتب خانہ تھا، ابھی ایک ہی دو برس ہوئے کہ ان کا انتقال ہوا، ان کے صاحبزادوں نے اب اپنے کتب خانہ کی (۱۱۴۸) کتابیں مسلم یونیورسٹی کی لٹن لائبریری کو پانچ برس کے واسطے مستعار دے دی ہیں، کتابیں لائبریری میں پہنچ چکی ہیں اور ان کی فہرست تیار ہورہی ہے، امید ہے کہ ہماری مسلم یونیورسٹی ان جواہر پاروں کی قدر کرے گی اور اس مدت میں ان سے کچھ فائدہ اٹھائے گی۔ (سید سلیمان ندوی، فروری ۱۹۳۱ء)

 

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The Effect of Saline Flush After Rocuronium Bolus on the Proportion of Patients With Excellent Intubating Conditions in Adult Patients Undergoing Elective Surgery at Akuh-N

Background: In emergency surgeries requiring endotracheal intubation, the time to effect of neuromuscular blocking drugs is a crucial time in which patients are predisposed to hypoxia and aspiration into the lungs. Various strategies have been undertaken to shorten this time, including the timing and the priming techniques, dose changes and use of a flush following the muscle relaxant. All these methods had positive results but some are associated with side effects. The effectiveness of a muscle relaxant can either be assessed using the train of four or intubating conditions on the Goldberg scale. In this study, the plan is to investigate the effects of a 20 ml saline bolus following intravenous rocuronium at 0.6 mg/kg on the proportions of patients with excellent intubating conditions at one minute. Methodology: Fifty-two patients were randomly allocated to the saline bolus group or the no saline flush group. Anaesthesia was induced using propofol and remifentanil via target-controlled infusion (TCI) and maintained with the same. Rocuronium 0.6 mg/kg intravenous (IV) was administered followed by a 20 ml saline flush in the study group compared to administration of 0.6 mg/kg rocuronium without a saline bolus in the control group. Intubation conditions were assessed using the Goldberg scale filled by the intubating doctor. The onset of neuromuscular block was assessed by the train of four T1 height depression with an accelerometer attached to the adductor pollicis muscle. Results: There were 25 patients in each group. Patients in both groups were comparable with respect to demographic profiles. In the group with a flush, 18(62.1%) patients had “excellent” and seven (33.3%) patients had “good” intubating conditions as opposed to 11 (37.9%) having “excellent” and 14 (66.7%) having “good” intubating condition in the group without a flush. The distribution of intubating conditions for the two groups showed a difference of 24.2% in the proportion of patients with excellent intubating conditions which was statistically significant (P=0.042). There was no association between twitch height at one minute and intubating conditions. Conclusion: In this group of patients studied, the administration of a 20 ml saline flush after 0.6mg/kg rocuronium significantly increases the proportion of patients with excellent intubating conditions as compared to rocuronium without a saline flush.