This research is aimed to explore another dimension of quality service known as Service Quality (SERVQUAL) which had a significant impact on the customer loyalty of StemTech company in Malaysia in particular, and also the world of customer satisfaction in general. Customer loyalty and customer satisfaction are two integral components that a company must know and understand in ensuring the success of their business.
Table of Contents
1. Introduction
1.1 Background history of research company - StemEnhance
1.1.1. Multi Level Marketing (MLM)
1.2. Background to research
1.3 Research Problem
1.4 Methodology
1.5. Dissertation outline
2. Literature Review
2.1 Introduction
2.1.1 Objective of the chapter
2.2 Research conceptual model
2.2.1 The following conceptual model has been used in this research as shown in Figure 5.
2.2.2 Research Questions
2.2.3 Gaps analysis
3. Research Methodology
3.1 Introduction
3.2 Research Pattern and Design
3.3 Quantitative research
3.4 The Questionnaire
3.5 The Coding
3.6 Research validity and reliability
Research Objectives and Themes
This research aims to determine the impact of customer satisfaction on loyalty within the context of the Multi-Level Marketing (MLM) company StemTech in Malaysia. The primary research question investigates whether customer satisfaction acts as a mediating factor between perceived service quality and customer loyalty, utilizing the SERVQUAL model to measure the gap between customer expectations and perceptions.
- Analysis of service quality using the five SERVQUAL dimensions (reliability, responsiveness, assurance, empathy, and tangible).
- Evaluation of customer loyalty and satisfaction as critical components for business success in the MLM sector.
- Application of the Partial Least Squares (PLS) method within a quantitative research design to test hypotheses.
- Investigation of demographic influences and performance gaps in StemTech's service delivery.
Excerpt from the Book
1.1 Background history of research company - StemEnhance
StemEnhanceTM is apparently the brainchild connected with Christian Drapeau along with Gitte Ohydrates. Jensen. Drapeau is director connected with Research and Development intended for Desert Lake Technologies, connected with Klamath Falls, Oregon. Desert Lake's Internet site says that will before that will, he expend five many years as director for research and development for Cell Tech International, a multilevel corporation whose primary products are based on blue-green algae (Khan, 2000).
Throughout February 2002, Medical Hypothesis published a report in that Jensen as well as Drapeau speculated that adult stem cells from bone marrow might be capable of migrating in order to various cells where they might produce regeneration as well as repair. They furthermore urged others to consider substances that may trigger these kinds of mobilization (Jensen and Drapeau, 2002). A few months later they requested a patent in the United States for a method for "enhancing stem cell trafficking." This patent report states they had given blue-green algae preparations and diagnosed increased going around stem cell levels within humans as well as laboratory animals. The patent seemed to be awarded in November 2004. StemTech HealthSciences, registered its domain in September 2005 in United States and began soliciting distributors over the Internet soon afterward (Khan, 2000).
Summary of Chapters
1. Introduction: This chapter introduces the StemTech company background, the nature of Multi-Level Marketing, the research problem, and outlines the structure of the dissertation.
2. Literature Review: This section explores existing theories on service quality, customer satisfaction, and loyalty, providing the conceptual framework and gap analysis derived from the SERVQUAL model.
3. Research Methodology: This chapter details the research design, the quantitative approach using Partial Least Squares (PLS) modeling, the questionnaire design, and the validation procedures for the study.
Keywords
Service Quality, SERVQUAL, Customer Satisfaction, Customer Loyalty, Multi-Level Marketing, StemTech, Stem Cells, Quantitative Research, Partial Least Squares, Gap Analysis, Consumer Expectations, Consumer Perceptions, Malaysia, Marketing Strategy, Business Success.
Frequently Asked Questions
What is the core focus of this research?
The research primarily investigates the influence of service quality and customer satisfaction on customer loyalty within the StemTech company, an organization operating under the Multi-Level Marketing (MLM) business model in Malaysia.
What are the central themes of the study?
The study centers on service quality metrics, the impact of consumer expectations versus perceptions, the role of customer satisfaction as a mediator, and the application of the SERVQUAL model to a specialized healthcare/nutritional product context.
What is the primary research goal?
The main goal is to determine if customer satisfaction serves as a mediating factor between perceived service quality and customer loyalty, providing insights to improve StemTech’s service delivery.
Which scientific methodology is utilized?
The research employs a quantitative approach using Partial Least Squares Structural Equation Modeling (PLS-SEM) to analyze data collected through on-line surveys and questionnaires.
What topics are covered in the main body?
The main body covers the history of StemTech, an overview of MLM structures, extensive literature reviews on service quality models, and the detailed methodology used to test hypotheses regarding consumer behavior.
What keywords characterize the work?
The work is characterized by terms such as SERVQUAL, Customer Loyalty, Customer Satisfaction, StemTech, and Multi-Level Marketing.
How is the SERVQUAL model adapted in this study?
The study uses the five standard SERVQUAL dimensions (reliability, responsiveness, assurance, empathy, and tangibles) and adds a specific "Product" dimension to better reflect StemTech's unique focus on nutritional supplements.
What is the significance of the "Gap Analysis" in this research?
The gap analysis is crucial for measuring the difference between what customers expect from the service and what they actually perceive, allowing the company to identify specific areas where service improvements are necessary.
- Quote paper
- Dr. Yap Boon Hup (Author), 2017, Proposal for a research on the Influencing Factors of Service Quality, Customer Satisfaction and Loyalty on Multi-Level Marketing, Munich, GRIN Verlag, https://www.grin.com/document/388896
