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Measuring perception on received service levels to improve client retention.

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Date

2002

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Abstract

The field of Logistics Management increasingly becomes a more critical field of activity in almost every industry. Diminishing margins, rising costs and every increasing client expectations demand a strong focus on client retention in order to reap the full benefits from efficient client-supplier relationships. This dissertation delivers the tools to improve the client retention rate at Kuehne & Nagel, South Africa, by measuring the present clients perception of service levels experienced. The survey furthermore takes into account how important clients rate different service criteria and how Kuehne & Nagel's performance compares to the perceived performance of competitor firms.

Description

Thesis (MBA)-University of Natal, Durban, 2002.

Keywords

Kuehne & Nagel (Firm), Business logistics., Consumer satisfaction., Theses--Business administration.

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