Measuring perception on received service levels to improve client retention.

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dc.contributor.advisor Msweli-Mbanga, P.
dc.creator Opara, Jens Martin.
dc.date.accessioned 2011-12-12T13:13:35Z
dc.date.available 2011-12-12T13:13:35Z
dc.date.created 2002
dc.date.issued 2002
dc.identifier.uri http://hdl.handle.net/10413/4590
dc.description Thesis (MBA)-University of Natal, Durban, 2002. en
dc.description.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. en
dc.language.iso en en
dc.subject Kuehne & Nagel (Firm) en
dc.subject Business logistics. en
dc.subject Consumer satisfaction. en
dc.subject Theses--Business administration. en
dc.title Measuring perception on received service levels to improve client retention. en
dc.type Thesis en

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