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
- Chapter One: 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
Objectives and Key Themes
This research explores the impact of service quality, customer satisfaction, and loyalty within a multi-level marketing (MLM) context, specifically focusing on StemTech, a stem cell company in Malaysia. The study aims to determine the mediating role of customer satisfaction between service quality and customer loyalty, using the SERVQUAL model. It investigates customer perceptions and expectations to identify areas for service improvement and ultimately enhance business success.
- The relationship between service quality and customer satisfaction in an MLM setting.
- The mediating role of customer satisfaction in the service quality-customer loyalty relationship.
- The impact of customer perceptions and expectations on service quality assessment.
- Application of the SERVQUAL model to evaluate service quality in the StemTech context.
- Strategies for improving service quality, customer satisfaction, and loyalty within StemTech.
Chapter Summaries
Chapter One: Introduction: This chapter sets the stage for the research by examining the critical role of customer satisfaction in ensuring the long-term success of StemEnhance (StemTech), an MLM company. It highlights the importance of meeting customer needs through quality products and services, emphasizing the connection between customer care, loyalty, and profitability. The chapter provides background information on StemEnhance, including its history, business model (MLM), and the significance of stem cell technology in its product offerings. It also details the research problem, focusing on the mediating role of customer satisfaction between service quality and customer loyalty. The chapter lays the foundation for the study's methodology and theoretical framework based on the SERVQUAL model. The research aims to identify significant gaps between customer expectations and perceptions of StemTech's service quality and analyze their relationship with customer satisfaction and loyalty.
Keywords
Service quality, customer satisfaction, customer loyalty, multi-level marketing (MLM), StemTech, SERVQUAL model, customer perception, customer expectation, stem cell technology, mediating role, Malaysia.
StemEnhance™ Research Preview: Frequently Asked Questions
What is the main focus of this research?
This research investigates the relationship between service quality, customer satisfaction, and customer loyalty within the context of StemEnhance™ (StemTech), a multi-level marketing (MLM) company operating in Malaysia. It specifically examines the mediating role of customer satisfaction in the connection between service quality and customer loyalty.
What is the methodology used in this research?
The research employs the SERVQUAL model to evaluate service quality. It analyzes customer perceptions and expectations to identify areas for service improvement and assesses the impact of these perceptions and expectations on overall customer satisfaction and loyalty.
What are the key themes explored in this research?
Key themes include the impact of service quality on customer satisfaction within an MLM structure, the mediating role of customer satisfaction in influencing customer loyalty, the significance of customer perceptions and expectations in service quality assessment, and the application of the SERVQUAL model in an MLM context like StemTech. The research also aims to develop strategies to enhance service quality, customer satisfaction, and loyalty within StemTech.
What is the background of the company under study?
The research provides background information on StemEnhance™ (StemTech), including its history, its multi-level marketing (MLM) business model, and the role of stem cell technology in its product offerings. The company's operations are located in Malaysia.
What are the chapter summaries included in the preview?
The preview includes a summary of Chapter One (Introduction), which lays the foundation for the research by discussing the importance of customer satisfaction for StemEnhance’s success, detailing the research problem, and outlining the methodology and theoretical framework (SERVQUAL model).
What are the key objectives of the study?
The research aims to determine the relationship between service quality and customer satisfaction, analyze the mediating effect of customer satisfaction on the service quality-customer loyalty relationship, understand the impact of customer perceptions and expectations on service quality, evaluate service quality using the SERVQUAL model, and ultimately, provide strategies to improve service quality, customer satisfaction, and loyalty for StemEnhance™.
What keywords are associated with this research?
Key words include: service quality, customer satisfaction, customer loyalty, multi-level marketing (MLM), StemTech, SERVQUAL model, customer perception, customer expectation, stem cell technology, mediating role, Malaysia.
What is the overall goal of this research?
The ultimate goal is to contribute to the understanding of customer relationship management within the MLM context and provide actionable insights for StemEnhance™ to improve its business performance through enhanced service quality, customer satisfaction, and loyalty.
- Citation du texte
- Dr. Yap Boon Hup (Auteur), 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
