published_or_final_version / Business Administration / Master / Master of Business Administration

published_or_final_version / Business Administration / Master / Master of Business Administration

published_or_final_version / Business Administration / Master / Master of Business Administration

by Ngau Chuk Leung Eric. / "Reports a survey carried out for BT (British Telecom) Hong Kong Limited"--Abstract. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1998. / Includes bibliographical references (leaves 55-56). / ABSTRACT --- p.4 / TABLE OF CONTENTS --- p.5 / INTRODUCTION --- p.6 / Background --- p.6 / Problems --- p.8 / Objectives --- p.10 / LITERATURE REVIEW --- p.11 / Brunswick's Lens Model --- p.11 / Perceptual Maps --- p.12 / Perceptual Map By Factor Analysis --- p.15 / Determining the Number of Factor Dimensions --- p.17 / Producing the Perceptual Map --- p.17 / METHODOLOGY --- p.19 / Research Design --- p.19 / Samples & Sampling Procedure --- p.20 / Data Collection Procedure --- p.23 / Operationalization --- p.24 / Data Analysis --- p.26 / RESULTS AND DISCUSSION --- p.28 / Mean Analysis --- p.28 / Factor Analysis --- p.29 / Perceptual Map --- p.32 / CONCLUSIONS & RECOMMENDATION --- p.35 / Discussion --- p.35 / Managerial Implications --- p.39 / Limitations and Future research direction --- p.41 / APPENDIX --- p.43 / Survey Questionnaire --- p.43 / BIBLIOGRAPHY --- p.55

by Wong Chi Wa. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1996. / Includes bibliographical references (leaves 60-62). / ABSTRACT --- p.iii / TABLE OF CONTENTS --- p.v / Chapter / Chapter I. --- INTRODUCTION --- p.1 / The Telecommunications Industry in Hong Kong --- p.1 / Existing Market Environment --- p.3 / Market Size and Market Segmentation in Hong Kong --- p.4 / Long-range Marketing Strategy for Telecommunications Industry --- p.6 / Value of Relationship --- p.7 / Chapter II. --- RELATIONSHIP MARKETING --- p.9 / Definition of Relationship Marketing --- p.9 / Relationship Marketing vs Marketing --- p.12 / A Model of effective Relationship Marketing --- p.12 / Relationship Marketing Inputs --- p.13 / Understand Customer Expectations --- p.13 / Building Service Partnerships --- p.14 / Empowering Employees --- p.15 / Total Quality Management --- p.16 / Positive Outcome of the Relationship Marketing Process --- p.16 / Customer Satisfaction --- p.17 / Customer Loyalty --- p.17 / Quality Products --- p.18 / Increased Profitability --- p.18 / Assessment Stage --- p.18 / Customer Feedback --- p.19 / Integration --- p.19 / Why Relationship Marketing Is Needed in Telecommunications industry in Hong Kong --- p.20 / Maturing of Services Marketing --- p.21 / Benefits to the Firm --- p.21 / Benefits to the Customer --- p.22 / Technological Advances --- p.23 / Chapter III. --- METHODOLOGY --- p.24 / The Sample --- p.24 / The Survey --- p.26 / Hypotheses --- p.26 / Chapter IV. --- STUDY RESULTS --- p.29 / Hypothesis Testing --- p.30 / Chapter V. --- DISCUSSION --- p.37 / Test Results for Hypothesis --- p.40 / Different Perception Between China and Non-China Based Banks --- p.43 / Critical Success Factors for Relationship Marketing --- p.45 / Chapter VI. --- RECOMMENDATIONS --- p.46 / Chapter VII. --- CONCLUSION --- p.50 / APPENDIES --- p.52 / BIBLIOGRAPHY --- p.60