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  1. Yangon University of Economics
  1. Yangon University of Economics
  2. Master of Marketing Management (MMM)

Customer Satisfaction, Customer Trust and Customer Retention on Services of WWS Myanmar Co.,Ltd (Shwe Sin Tun, 2023)

https://meral.edu.mm/records/9137
https://meral.edu.mm/records/9137
2268f2b2-098e-433c-a59a-1095bd5cb924
9134d24e-3e1f-49b4-96d7-9f98edd15a03
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Shwe Shwe Sin Tun MMM-82, 1st Batch.pdf (581 KB)
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Title
Title Customer Satisfaction, Customer Trust and Customer Retention on Services of WWS Myanmar Co.,Ltd (Shwe Sin Tun, 2023)
Language en
Publication date 2023-08-01
Authors
Shwe Sin Tun
Description
The primary objective of this study is to examine the impact of customer
satisfaction, customer trust, and customer retention on the services provided by WWS
Myanmar Co., Ltd. The primary aims of this study are to investigate the various
elements that influence customer satisfaction, to assess the impact of customer
satisfaction on customer trust, and to analyze the relationship between customer trust
and customer retention within the context of WWS Myanmar Co., Ltd. This study use
quantitative research methodologies to achieve its objectives. WWS Co., Ltd.
possesses a clientele of 220 automobile enterprise customers located in Yangon. A
total of 75 firms, representing approximately one-third of the business population,
were selected through the utilization of a simple random selection technique. The core
data is gathered through the utilization of a questionnaire survey methodology. The
results of the study revealed that customer satisfaction is influenced significantly by
customer-perceived value and service quality. Furthermore, it is evident that customer
pleasure plays a crucial role in fostering customer trust, since it has a notable and
favorable impact. Moreover, the level of consumer trust exerts a certain degree of
influence on client retention. In order to maintain a loyal customer base, it is
imperative for WWS to establish and cultivate consumer trust and satisfaction. In
order to optimize customer satisfaction for WWS corporation, it is advisable for the
organization to prioritize the enhancement of perceived value and service quality,
while concurrently exploring strategies to potentially augment its corporate image.
Thesis/dissertations
Yangon University of Economics
Dr. May Su Myat Htway Aung
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