Customer Satisfaction & Loyalty

Subject	Course No.	Credit Value
Management	ADM 4326	Three (3) credit hours

This course introduces students to the concepts and issues related to customer satisfaction and loyalty.

Topics to be explored will include the marketing concept, consumer delight, loyalty, satisfaction measurement, service quality, rewards programs and service quality assessment.

Contact the instructor to request a syllabus.

Instructor: Dr. E. Stephen Grant
Prerequisite: ADM 2315 or ADM 3315 or consent of the instructor

What you will learn

This course is designed to help you:

• Become familiar with the language and practice of managing customer satisfaction and loyalty.
• Enhance your ability to solve marketing-related problems.
• Improve your ability to prepare and present management-type reports.

Students have six months from the registration date to complete the course. All course exams and/or assignments must be completed by the designated end date.

Assignments and examinations

• Participation (10%)
• Measurement tool assignment (10%)
• Customer feedback assignment (15%)
• Application project (35%)
• Final exam (invigilated, 30%)

The exam(s) for this course will be invigilated on an approved date using Respondus e-proctoring software (LockDown Browser and Monitor). This is a free tool provided with this course, a webcam is required. More information will be given once you have been registered.

Fees and payments

There is a $150 non-refundable/non-transferable online fee per course in addition to applicable tuition and fees. This fee is non-refundable once the add/drop date has passed within the term the course is registered in. Please note this fee will be automatically added and included in your term tuition fees. No further action is required when registering. Learn more about online course tuition and fees and methods of payment.

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