Customer Management Practices: Multiple Case Studies in Stock Broking Services

View Sample PDF

Author(s): Gyaneshwar Singh Kushwaha (Maulana Azad National Institute of Technology (MANIT), India)and Shiv Ratan Agrawal (Maulana Azad National Institute of Technology (MANIT), India)
Copyright: 2016
Pages: 15
Source title: Web-Based Services: Concepts, Methodologies, Tools, and Applications
Source Author(s)/Editor(s): Information Resources Management Association (USA)
DOI: 10.4018/978-1-4666-9466-8.ch075

Keywords: Computer Science & IT / Information Science Reference / Web Technologies / Web Technologies & Engineering

Purchase

View Customer Management Practices: Multiple Case Studies in Stock Broking Services on the publisher's website for pricing and purchasing information.

Abstract

The paper explores the interrelationships between service quality, customer satisfaction, customer retention, and customer loyalty through multiple (three) case studies in stock broking settings. A semi-structured, face-to-face interview was conducted of staff members. The findings from the study show that service quality as an overall and each of them are positively associated with customer satisfaction. The findings also suggested that customer retention is the predictor for customer loyalty in stock broking services. The proposed theory model may provide adoption guidance and a practical foundation for customer management to managers.

The IRMA Community

Research IRM

Customer Management Practices: Multiple Case Studies in Stock Broking Services

Purchase

Abstract

Related Content

IRMA Sponsors