The Royalty of Loyalty: Crm, Quality, Retention and Price

4770 Words20 Pages
Abstract Purpose: This study seeks to identify the types of incidents which will leads to the competiveness of Bengal Plastics to be the market leader, the measurement of each incident on customer loyalty and competiveness, whether single or multiple incidents influence switching decisions. Design/Methodology/Approach: It is a study aimed to measure the correlations among the study variables- brand equity, perceived value, information technology, service quality, product quality, customer relationship management, corporate social responsibility and trust. Total 18 questionnaires will be distributed to associates with variables on Bengal Plastics. Analysis method will be Stepwise Regression to find out the relationship between the variables. 1.0 Introduction In 1969, a history of creation and challenge took its first step with the incorporation of Bengal Plastic Industries. Over the years, Bengal Plastic has made a remarkable advancement with a progressive spirit of challenge by producing import-substituting products that have been contributing a great deal in foreign currency savings. Based on such proud tradition, built around spirit, sweat and drive, the Bengal Group of Industries is preparing itself to make a bold jump towards opening of a new era of creativity to meet the challenges of the new millennium. Every day Bengal Plastic processes 2500 MT raw materials. Today the Group has more than 15000 skilled employees and our yearly turnover more than 150 million dollar. Bengal Plastic mission is to strive continuously to exceed customers' expectations for achieving unlimited excellence by providing greater value to customers than competitors. Goal is to be the best company in plastic industry and it is our policy to deliver total quality goods and services to all customers. Bengal accomplishes this by adopting a set of quality policy throughout the

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