THE EFFECT OF RECOGNIZE FAVOR STANDARD ON CUSTOMER FAITHFULNESS IN IT SECTOR
Keywords:
Recognize Favor Standard, Customer Faithfulness, SERVAQUAL, Factor analysis, Reliability analysis, Internet Favor ProvidersAbstract
This study is done to analyze the Effect of Recognize Favor Standard on customer Faithfulness in IT sector of India. Parasuraman in his initial study carried out in determined five dimensions which became base for the measurement of Recognize Favor Standard. Recognize Favor Standard is deemed to be independent variable while customer Faithfulness was treated as a dependent variable. The later could however be measured by 13 items which was previously proposed by Zenithal. (Reliability, empathy, competence of staff, accessibility and tangibles are the key factors that best explain customer’s expectations. A SERVQUAL scale was used to measure Favor Standard perceptions from the perspective of domestic and international customers.
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References
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