M.Phil / MS
Permanent URI for this collectionhttps://repository.cuilahore.edu.pk/handle/123456789/48
This collection archives the complete set of theses produced by students of the COMSATS University Islamabad, Lahore Campus.
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Item The Impact of Delay in Food Delivery on Customer Satisfaction and Brand Loyalty, and The Drone Delivery as A Potential Solution (Case of Foodpanda Pakistan)(Library Information Services, COMSATS University Islamabad, Lahore Campus, 2025) AHTSHAM ATTHAR; CIIT/FA24-RBA-002/LHR; MS. Shumyla Anwar, Assistant Professor; LHR TP 10104This project discuss the fact that Foodpanda Pakistan should implement the concept of food delivery by drones to address the issue of increased delivery delays affecting the large urban areas. Foodpanda is one of the most popular food delivery services in Pakistan with millions of users, but it faces the problem of repeated late delivery due to traffic jams, shortage of drivers, weather conditions, and insufficient infrastructure. These delays directly affect customer satisfaction, making food to be served cold, soggy or later than anticipated and finally lowering customer satisfaction, brand loyalty and leading to complaints and cancellations. The project finds that the urban environment in Pakistan particularly, Lahore, Karachi and Islamabad have hit the saturation point such that the traditional motorbike dependent delivery model is no longer meeting the customer expectations of speed and reliability. This is why drone delivery is the innovative and strategic solution offered in the project. It has been demonstrated that drones can save a lot of time on delivery since they can fly directly to destinations without getting stuck in a traffic jam and seeing the road conditions. Wing, Flytrex, Zipline, Domino, and Zomato are just some of the examples of international companies that use drones to deliver food faster than a ground vehicle. Other global cases also report improvement in freshness of orders, customer satisfaction, operations efficiency, and environmental sustainability. The project implements these lessons to the situation in Pakistan, which implies that drone delivery can assist Foodpanda to get out of the existing constraints, minimize delays, and establish a more competitive stance in the fast-evolving online food delivery market. To justify this point, a survey of 103 Foodpanda users was performed based on a structured questionnaire. The findings are quite positive to support the phenomenon 72.82% of the respondents supported the question that they often experience delays and would prefer to receive faster delivery options. Most people also think that by using drones, they can reduce the delivery time considerably, increase the quality of food, and increase their general satisfaction. The results of the surveys suggest that the use of the drone technology is well accepted. Most of the respondents rated the drone delivery as the most useful and simplistic delivery and a substantial percentage of the respondents expressed an intention to use the service once it is offered. These findings can be attributed to the Technology Acceptance Model (TAM) which explains that perceived usefulness and ease of use are very strong influences of user acceptance of newItem IMPACT OF SUSTAINABLE SUPPLY CHAIN PRACTICES ON CUSTOMER SATISFACTION: THE MODERATING ROLE OF EMOTIONAL AFFINITY(Library Information Services COMSATS University Islamabad Lahore Campus, 2023-02-09) MUHAMMAD SHOAIB MALIK; FA22-RBA-025; Mr. Nayyar Butt; LHR TP 8759This research aims to explore the impact of Sustainable Supply Chain Management (SSCM) on customer satisfaction, with a special focus on the moderating role of customer’s emotional affinity towards nature. Drawing on a comprehensive review of literature our results reveal a positive relationship between SSCM practices and customer satisfaction. Other than this, our study reveals the influence of emotional affinity, shows that customers with a strong connection to nature exhibit an amplified positive response to green supply chain initiatives and with showing more satisfaction. The results show that emotional bonds with nature play an important role in developing customer perceptions of sustainable supply chain practices. Businesses that aim to increase customer satisfaction through sustainable supply management should consider green strategies that resonate with customers on an emotional level. This may involve integrating nature-centric messaging, emphasizing the environmental impact of supply chain practices, and encouraging customer participation in sustainability efforts. While these results provide valuable insights for businesses and policymakers, acknowledging the limitations of this study is crucial. Further research is warranted to explore the generalizability of these findings across diverse industries and cultural contexts. This research contributes to the evolving discourse on sustainable business practices by emphasizing the interconnected dynamics of SSCM, emotional affinity, and customer satisfaction. Ultimately, the study offers actionable insights for businesses seeking to navigate the intersection of environmental responsibility and customer expectations in the contemporary marketplace.Item Factors Affecting Customer Satisfaction of Insurance and Takāful Industry: A Comparative Study of Pakistan(Library Information Services COMSATS University Islamabad Lahore Campus, 2016-02-03) Hassan Jamil; FA13-MSMS-026; Dr. Waheed Akhtar; LHR TP 4373Customer satisfaction is one of the most important antecedent to customer switching intension. Customer satisfaction has become of larger interest to researchers and marketers as a multiphaser concept as well as a useful segmentation of customers with more practical strategies. In Pakistan the majority of customers are Muslims it is therefore, important to identify and understand the factors that are affecting customer satisfaction, so that relationship between the three main constructs of customer satisfaction which are service quality, relationship quality and Shari’ah perceptions needs to be investigate. As customer satisfaction been considered as an important factor of customer switching we have gone further and investigated the partial mediating role of customer satisfaction to customer switching intentions. Moreover, this is a comparative study of conventional insurance and the Takāful industry. The SERVQUAL scale have been used to analyse the core service quality of the insurance and Takāful companies. The customers of major life insurance and family Takāful companies were taken by using convenient sampling method. The data was obtained from the 400 customers of both service providers (200 each). We used regression based approach process plugin developed by Hayes (2013). The results indicate that the service quality has a positive impact on customer satisfaction in life insurance and family Takāful respectively. The relationship quality has positively affecting the customer satisfaction in life insurance and family Takāful industry. The impact of Shari’ah perceptions in life insurance and family Takāful was also found significant. Furthermore, Customer switching intentions are mediated by customer satisfaction. The results of this research have some important implications for the insurance/Takāful practitioners and policymakers and for the market participants. It is essential for Insurance/Takāful operators to provide high standards of service quality and maintain and develop strong long term relationships with the customers in order to increase their satisfaction. For Takāful practitioners there is a need to develop clear understandings about the halal and haram among the customers.