Customer Care Service Management is Moving Forward to Achieve Sustainable Customer Retention in Every Industry. Does it play a Role to Increase Brand Retention?

Bhattacharjee, Amitab; Jahanshahi, Asghar Afshar; Polas, Mohammad Rashed Hasan; Hossain, Mohammad Imtiaz; Asheq, Abdul Saboor

doi:10.18488/journal.11.2019.82.88.97

Cited by 15 publications

(14 citation statements)

References 16 publications

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“…The role of price in influencing consumers' attitudes, and in turn affecting customer behaviour, is normal in the restaurant business, despite differences in consumer experience under different circumstances. Price variations in the restaurant business tend to influence customer expectations, evaluation, and decision making (Bhattacharjee, Jahanshahi, Polas, Hossain, & Asheq, 2019; Budiyanti & Patiro, 2018; Namin, 2017; Raju, 2018). The third hypothesis suggests that price perception of Islamic restaurants influences customers' revisit intentions.…”

Section: Literature Review and Development Of Hypothesesmentioning

confidence: 99%

Customer's revisit intention: Empirical evidence on Gen‐Z from Bangladesh towards halal restaurants

Polas

Raju

Hossen

et al. 2020

Journal of Public Affairs

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The perception of halal is a serious concern for all Muslims worldwide. The majority of the population in Bangladesh are Muslims. Restaurants providing halal food are important as the religion advocates that Islamic principles and beliefs must be practised in all transactions. A sample of 317 Generation Z (Gen Z) respondents was selected from 10 halal restaurants in Dhaka, Bangladesh. Gen Z comprises anyone born between 1996 and 2010 who are usually tech‐savvy. Which factors motivate customers from this young generation to revisit halal restaurants? To answer this question, the study examined the direct impact of service quality, physical environment, and price perception on their revisit intention, and tested the indirect effects of these three factors based on customer satisfaction, using Smart PLS 3.0 to test the research hypotheses. The findings confirmed a positive and significant relationship between service quality, physical environment, and price perception with revisit intention. The analysis also confirmed that customer satisfaction mediates the relationship between physical environment and price perception with customer revisit intention. However, the study did not establish any relationship in the mediation role of customer satisfaction with service quality and customer revisit intention. This study contributes to the existing body of knowledge by highlighting the importance of each factor in the hotel and hospitality sector. Its application in the hospitality business and implications for future research are also discussed.

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Section: Literature Review and Development Of Hypothesesmentioning

confidence: 99%

Customer's revisit intention: Empirical evidence on Gen‐Z from Bangladesh towards halal restaurants

Polas

Raju

Hossen

et al. 2020

Journal of Public Affairs

Self Cite

View full text Add to dashboard Cite

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“…The welfare of distributors, workers, should be the priority. The effectiveness of emergency response is highly dependent on the quality and quantity of data available at any given time, and quality communication and cooperation between partners are vital (Bhattacharjee et al, 2019;Polas et al, 2019). Information sharing and cooperation are seen as effective strategies for the prevention and control of infectious diseases.…”

Section: Fig 1 Missing Figure Captionmentioning

confidence: 99%

An Exploration of COVID-19 Pandemic and its Consequences on FMCG Industry in Bangladesh

et al. 2020

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The main objective of the article was to explore the impact and consequences of Novel Coronavirus (2019-nCoV) on the FMCG Industry in Bangladesh. To achieve the research objective Qualitative methodology was applied by using focus group discussion on the online platforms during the movement restriction period. We collected data from four informants and they were chosen based on their professional relevancy with the FMCG industry. Existing documents also analyzed. This study found that COVID-19 has significant negative impacts on the fast-moving consumer goods (FMCG) industry. The informants provide the miserable scenario of the industry during this pandemic besides suggesting possible corporate strategies. This article discusses the impacts of COVID-19 in Bangladesh, in order to provide a better understanding to government and practitioners of why improving the management of response to infectious disease outbreaks is so critical for a country’s economy, its society, and its place in the global community.

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“…Empathy has been linked to higher levels of customer satisfaction (Stević et al, 2021;Wieseke, Geigenmüller, & Kraus, 2012). Other studies have found that customers are not satisfied with the quality of the services when personnel lack empathy (Bhattacharjee, Jahanshahi, Polas, Hossain, & Asheq, 2019;Loke et al, 2011). Therefore, compassionate behavior towards employees fosters a favorable perception of businesses, enhancing their financial health (Khan & Fasih, 2014).…”

Section: Empathymentioning

confidence: 99%

Service Quality Dimensions (SERVQUAL) and Customer Satisfaction towards Motor Ride-Sharing Services: Evidence from Bangladesh

Sikder¹,

Rana²,

Polas³

2021

amor

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Purpose: This study aimed to examine and evaluate the factors affecting Bangladeshi ride-sharing consumers' satisfaction levels. Research methodology: The samples comprised 386 users of this application in Dhaka city selected using a convenience random sampling technique. The data obtained using a survey questionnaire were evaluated using Smart PLS 3.0. Furthermore, six hypotheses were developed to realize the objectives. This study used a positivist research methodology. Results: The results showed a positive and significant relationship between tangibility, responsiveness, empathy, price fairness, and customer satisfaction. There is no conventional relationship between reliability and assurance of customer satisfaction. Limitations: Customer satisfaction is vast, and this study only examined ride-sharing services in Dhaka city using SERVQUAL dimensions, which restricts the generalizability of the results. Contribution: The findings would help the service providers participating in this operation better understand the appropriate actions to improve their commuter services. Keywords: 1. SERVQUAL 2. Ride-Hailing 3. Bangladesh 4. customer satisfaction 5. tangibility 6. responsiveness

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Customer Care Service Management is Moving Forward to Achieve Sustainable Customer Retention in Every Industry. Does it play a Role to Increase Brand Retention?

Cited by 15 publications

References 16 publications

Customer's revisit intention: Empirical evidence on Gen‐Z from Bangladesh towards halal restaurants

Customer's revisit intention: Empirical evidence on Gen‐Z from Bangladesh towards halal restaurants

An Exploration of COVID-19 Pandemic and its Consequences on FMCG Industry in Bangladesh

Service Quality Dimensions (SERVQUAL) and Customer Satisfaction towards Motor Ride-Sharing Services: Evidence from Bangladesh

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