Measuring perception on received service levels to improve client retention.
dc.contributor.advisor | Msweli-Mbanga, Pumela. | |
dc.contributor.author | 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.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.identifier.uri | http://hdl.handle.net/10413/4590 | |
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 |