The initial idea for this research is based on the gap that I found in my
company performance and specifically in the process of value offering and
the relationship with customers. The company has recently faced the
challenges of a loss of market share and competitive advantage. The aim of
this study is to provide a validated value offering constructs for the company.
That is, knowing the customers’ needs, value and preferences better;
identifying what kind of value the customers are looking for and improving the
value offerings of the company in order to raise customers´ satisfaction.
Understanding the priority of value offering elements from customers’
perspective, the nature of customer satisfaction and the relationship between
the elements of value offering and customers´ satisfaction are the main
objectives. The relevant literature and research related to value offering
including its elements, value, perceived value and customer satisfaction are
reviewed comprehensively. The methodology used is a case study. Both
quantitative and qualitative methods are used for collecting and analysing the
data. In qualitative phase, 16 customers were selected for in-depth interviews
and for quantitative phase 268 customers who all are dentists responded a
survey made up of 24 scales. The result showed that the highest significant
element is Price value and also it was revealed in which important parts
related to value offering and customer satisfaction the company is performing
poorly.
| Identifer | oai:union.ndltd.org:BRADFORD/oai:bradscholars.brad.ac.uk:10454/17171 |
| Date | January 2016 |
| Creators | Mehraramolan, Amirreza |
| Contributors | Wright, Gillian H. |
| Publisher | University of Bradford, School of Management |
| Source Sets | Bradford Scholars |
| Language | English |
| Detected Language | English |
| Type | Thesis, doctoral, DBA |
| Rights | <a rel="license" href="http://creativecommons.org/licenses/by-nc-nd/3.0/"><img alt="Creative Commons License" style="border-width:0" src="http://i.creativecommons.org/l/by-nc-nd/3.0/88x31.png" /></a><br />The University of Bradford theses are licenced under a <a rel="license" href="http://creativecommons.org/licenses/by-nc-nd/3.0/">Creative Commons Licence</a>. |
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