M.Phil / MS

Now showing 1 - 2 of 2

Impact Of Service Quality On The Brand Loyalty: A Case Of Pizza Hut Restaurants In Lahore
(Library Information Services COMSATS University Islamabad Lahore Campus, 2014-02-02) Neelma Gul; FA12-MSPM-018; Dr. Ahmad Nawaz; LHR TP 4310
In a cutthroat competition and rapidly changing environment, it is difficult to retain customers. The literature highlights that customer satisfaction can be achieved by maintaining service quality standards. This study analyzed the effect of service quality on brand loyalty (attitudinal and behavioural loyalty) with the mediating role of customer satisfaction and controlling the impact of demographic variables (age, gender, marital status, number of children and income) on customer satisfaction and brand loyalty. The sample of the study consists of customers of the Pizza Hut in Lahore city. Data is collected through questionnaires adopted from different empirical studies. Confirmatory Factor analysis and multiple regression analysis are used to analyze, model fitness and variables relationship with each other. The results show that service quality and its dimensions show positive impact on brand loyalty. Only tangibility shows an insignificant impact on brand loyalty. Customer satisfaction partially mediates service quality and brand loyalty. Further, demographic variables have no impact on brand loyalty and customer satisfaction. Therefore, it is recommended that Pizza Hut management should focus on improving service quality in order to achieve loyalty of customers, and management should also focus on customer focused behavioural training among employees in order to improve quality of services.
Investigating the Role of Social and Financial Performance in Corporate Governance of Microfinance Institutions; An Empirical Evidence from Asia
(Library Information Services COMSATS University Islamabad Lahore Campus, 2014-02-02) Sana Iqbal; FA12-MSMS-028; Dr. Ahmad Nawaz; LHR TP 4442
Good corporate governance is considered as a basic building block of success for microfinance institutions as it helps them in achieving their social and financial goals. Endogeneity poses a serious threat to the authenticity of corporate governance and performance studies because of the endogenous nature of many governance and performance variables. The underlined study addresses the issue of endogeneity in governance and performance relationship in microfinance sector of Asia by answering the question whether social and financial performance determines the corporate governance mechanism of MFIs in Asia. Microfinance institutions of Asia work exclusively with the mission of social welfare hence play an important role in the economic and financial development of a region. This study uses an index of corporate governance, constructed on the basis of seven internal governance mechanism variables, as an indicator of the overall corporate governance mechanism of MFIs. A panel of 173 MFIs from 18 Asian countries for a period of five years is selected as a final sample. Data is collected from MIX market website and their risk assessment reports and is analyzed on STATA 11 and SPSS 17 for hypothesis testing. By employing GLS model, our results indicate insignificant impact of corporate governance on financial and many social performance variables which are attributed to the endogenous nature of this relationship as the significance of results improved by studying relationship in reverse direction by employing ordered logit model. Our results indicate that social performance is an important determinant of corporate governance mechanism of MFIs even after controlling for MFI related characteristics while financial performance has little effect on the governance practices of microfinance institutions.

M.Phil / MS

Browse

Filters

Settings

Sort By

Results per page

Search Results