Abstract
Today's business environment is facing an unavoidable challenge. Small businesses’ success is, therefore, vital for maintaining the world economy in general and the Malaysian economy in particular. In addition, Entrepreneurship is a driving force in bringing innovation to the market and creating firms that can achieve high growth in the economy. The objective of this study is to investigate the relationship between customer satisfaction and loyalty in delivery industries.
Highlights
Customer service is one of the most important aspects of marketing for a product or a service
The objective of this study is to investigate the relationship between customer satisfaction and loyalty in delivery industries
This study describes the characteristics of customers in order to determine the significant relationship between the associated marketing variables
Summary
Customer service is one of the most important aspects of marketing for a product or a service. Unidha (2017) reported that friendly relationships between customers and organizations are essential in providing input to improve the quality of the desired product or service. Efficient and effective Customer Relationship Management will ensure the delivery of services that are responsive to customer needs and requirements. The Customer Relationship Management guide as well as understanding customers’ needs and requirements can be further enhanced with the fifth-generation technology. This is to ensure that the services offered can meet the customers’ needs. Raji et al (2017) observed that the identified customer requirements must be translated into a realistic service technology quality standard to ensure that the promise is fulfilled. The service recovery plan is a plan that contains carefully planned actions to restore service and maintain customers’ trust in the service provided
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a call
