A RELATIONAL STUDY ON CUSTOMER SATISFACTION, TRUST , SWITCHING BARRIERS AND OVER ALL CUSTOMER RETENTION IN THE CONTEXT OF UNITREND LTD.

Essay text:

Abul Bashar , for sharing his ideas and interests with me about my study. He always gave me his suggestions in making this study as flawless as possible. I also want to render my special thanks to Mr.Faiyaz Ahmed , Manager of Consumer Research Department of Unitrend Ltd and director Mccann pulse, for his precious suggestions and supports. Special thanks go to the respondents, who spared their time generously, and took the trouble of answering a detail Questionnaire and helped me to complete my study. TABLE OF CONTENTS Page List of Tables I List of figure I Executive Summery II Introduction 1 Purpose of the study 2 Problem statement 3 Research Time Line 3 Limitation of the Study 4 Review of literature 4 Customer retention 4 Trust 5 Customer satisfaction 6 Switching barrier 6 Relationships between client retention and trust 7 Relationship between client retention and satisfaction 7 Relationship between client retention and switching barrier 8 Operational definition 8 Research Question 9 Research Hypothesis 9 Conceptual Frame work 10 Research Methodology 10 Research Design 10 Research Approach 11 Sampling Method 11 Survey instrument 11 Data Collection Procedure 12 Data Analysis 13 Results 14 Reliability Coefficient and Descriptive Statistics 14 Correlation analysis 15 Regression analysis 16 Assessment of the research hypothesis 17 Significance of the study 18 Recommendation 18 Conclusion 19 References 20 Appendices 24 Appendix1 25 Appendix2 28 List of Tables Page 1...