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Customer Defection

In: Business and Management

Submitted By tayyabtariq
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ACKNOWLEDGEMENT

“In the name of Almighty Allah, the most beneficent and merciful to the mankind.”
First and foremost we thank Allah, the Generous, for having finally made this effort a reality. We praise Him because if it were not for His Graciousness, it would never materialize. We are extremely grateful to our course instructor Mr. Abid Awan, who spent a lot of valuable time with us and gave all the related information and expertise very generously about Business Research Method. We are thankful to those people who helped us for getting information by filling the questionnaire which we had given to them. At last we express our deepest gratitude to all those who contributed directly or indirectly to bring this report to this final format, because we would never have been able to achieve this by ourselves.

Table of Contents

ACKNOWLEDGEMENT 1 List of Tables 4 List of Appendix 5 List of Abbreviation 6 Abstract 7 1. INTRODUCTION 8 1.1 RATIONAL OF STUDY 8 1.2 PROBLEM STATEMENT 9 1.3 AIM OF THE STUDY 9 1.4 RESEARCH OBJECTIVE 10 1.5 RESEARCH QUESTION 10 1.6 DELIMITATION OF THE STUDY 10 2. LITERATURE REVIEW 11 2.1 EXPECTED QUALITY OF SERVICES 13 2.2 PRICE FAIRNESS 13 2.3 ANGER INCIDENT 14 2.4 EFFECTIVE ADVERTISMENT 14 2.5 CUSTOMER SATISFACTION 15 2.6 CUSTOMER LOYALTY 15 2.7 CUSTOMER DEFECTION 16 3. CONCEPTUAL FRAMEWORK (HYPOTHESIS) 17 4. HYPOTHESIS 17 5 METHODOLOGY 18 5.1 POPULATION/SAMPLE FRAME 18 5.2 UNIT OF ANALYSIS: 18 5.3 STUDY SETTING: 18 5.4 STUDY TYPE: 19 5.5 TIME HORIZON 19 5.6 RESEARCHER’S STRENGTH 19 5.7 SAMPLE SIZE: 20 5.8 SAMPLING TECHNIQUE: 20 5.9 DATA COLLECTION METHOD: 20 5.10 INSTRUMENT DEVELOPMENT: 20 5.11 DATA ANALYSIS TOOL: 21 5.12 DATA ANALYSIS SOFTWARE: 21 5.13 GANTT CHART 22 6. SPSS WORKING DATA 23 Reliability (Table No 1) 23...

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