The main purpose of this research is to examine the effects of brand image on customer satisfaction and loyalty intention. It also examines the relationships between the brand image and customer satisfaction, brand image and loyalty intention as well as customer satisfaction and loyalty intention on the context of retail supermarket chain in UK. The hypotheses were formed on the basis of existing literatures and data was collected to test the hypotheses so it is deductive research. The survey strategy is used to collect information from the customers of the main six retailers based on London through structured closed ended questionnaires at a point of time and so it is cross-sectional research. A sample of 120 customers was selected through convenience sampling technique. The statistical and mathematical tools such as percentage analysis, correlation and regression analysis are used for data analysis through SPSS 20. This study asserts that the overall brand image has significant effects (P = 0.000 and β = 0.880) on customer satisfaction. Similarly, the overall brand image has significant effects (p = 0.000 and β = 0.780) on overall customer loyalty intention; and also customer satisfaction has significant positive effects (p = 0.000 and β = 0.859) on customer loyalty intention in an organisation. However, this study considered just five variables of brand image and five variables of customer satisfaction. There may have other important factors which may influence the findings. A small sample size of just 120 customers from just six stores of the main retailers may not represent the vision of all retail customers. Thus, it is recommended that a large scale research with more variables, large sample size with more stores from different parts of the UK to validate these findings.

The main purpose of this research is to examine the impacts of service quality dimensions on patient satisfaction as a study of private hospitals in Nepal. This research has also evaluated the perceptions of the patients about service quality offered by private hospitals and level of their satisfaction.The research was conducted through influence of positivism philosophy and deductive approach. The two hypotheses were generated with the help of existing knowledge and literature related to service quality and customer/patient satisfaction. The formulated hypotheses were tested through primary data collection from the customers/patients of private hospitals in Nepal. The questionnaires survey was used to collect data in this study. Different five factors of SERVQUAL dimension and four factors of patient satisfaction: price, image, perceived quality and convenience were used to analyse service quality and patient satisfaction respectively. Samples of 490 patients from different 10 private hospitals which all are based on Kathmandu were considered in the study.The results indicated that each dimension of service quality is positively correlated with patient satisfaction, and overall service quality and patient satisfaction has correlation coefficient of 0.719 which is significant at the 0.01 level. This implies that service quality and patient satisfaction are positively correlated with each other. The results demonstrated that service quality has strong positive impacts on patient satisfaction as regression analysis demonstrates that service quality has significant impacts on patient satisfaction as β = 0.719 and P = 0.000 which is less than 0.05. Similarly, the results also indicated that private hospitals in Nepal are providing high level of service quality in the view of patients/customers; and there is high level of patient satisfaction at the private hospitals in Nepal.

This research aims to examine the effects of coaching and mentoring on Employee performance in the UK hotel industry. It also examines the extent of employee performance in association to coaching and mentoring; and examines the effects of coaching and mentoring on overall organisational performance. This study is based on cross-sectional method, deductive and quantitative approach. A sample of 172 managers and supervisors who have already worked as coach or mentors in the respective hotels are chosen by using convenience sampling technique. The survey strategy by using structured questionnaires was used for data collection. The collected data was analysed by using arithmetic mean, correlation, regression with the help of SPSS 20. This research confirmed that coaching and mentoring are positively correlated to employee performance and both factors have significant effect on employee performance. As the regression analysis shows that coaching has significant effects on overall employee performance as β = 0.466 and P = 0.007 which is less than 0.05. Similarly, mentoring has also significant effects on overall employee performance as β = 0.457, and P = 0.008 which is less than 0.05. Similarly, coaching and overall organisational performance are positively and significantly correlated as r = 0.707; and mentoring and overall organisational performance are also positively correlated as r = 0.456. The regression analysis shows that coaching has significant effects on overall organisational performance as β = 0.700 and P = 0.002 which is less than 0.05. But, mentoring has not significant effects on overall organisational performance as β = 0.010 and P = 0.961 which is greater than 0.05.

Purpose: The main purpose of this research is to examine the relationship between customer satisfaction and business performance in Lloyds Bank UK. Moreover, it also examines the extent of customer satisfaction and the business performance of Lloyds Bank through examining various factors of customer satisfaction and business performance respectively. Design/Methodology: The necessary data were collected from the customers and employees through structured questionnaires from 16 branches of Lloyds Bank United Kingdom. The sample of 250 customers and 80 management level employees are considered in this research. The collected data were analysed through correlation, regression, arithmetic mean and standard deviation through SPSS 20. Main Findings: The mean score of every variable is more than 3 out of 5 and mean score of overall customer satisfaction is 3.89 (77.8% satisfaction) indicates that there is high level of customer satisfaction in Lloyds Bank. Similarly, mean score of overall business performance is 3.73 (75%) shows a high level of business performance. The Pearson's coefficient of correlation between overall customer satisfaction and business performance is r = 0.343 indicated that they are positively correlated. But, regression analysis shows that customer satisfaction has not significant effect on business performance as P = 0.139 and β = 0.343. Thus, it shows that customer satisfaction has week positive relationship with business performance. Value: This research refines and reinforces the body of knowledge and understanding about customer satisfaction and organisational performance. These findings may be useful to the organisation for future planning to enhance customer satisfaction and to increase business performance. The instruments may have practical implications for examining customer satisfaction and business performance in any other business organisations. Limitations: This research was conducted through cross sectional approach and limited sample of 250 customers and 80 employees from 16 branches in the main cities of the UK. So, the findings are limited to a bank in the main cities and so it can be tested through large sample test.

Tourism is one of the most promising driver and contributor of the world economy having significant role in sustainable development, economic upliftment and social benefits. It has the potential to contribute towards environmental protection and poverty reduction. Prior to investment in tourism, concerned authorities must know the condition of respective tourist resources, their attractiveness and levels of touristic demand. Very few studies in Nepal have made an effort to quantify the tourism potential in cultural, historical and religious sites such as Bhaktapur Durbar Square. With an objective to assess the tourism potential of Bhaktapur Durbar Square using Weighted Sum Method, this study was carried out from start of June to the end of July in 2013. For this purpose, questionnaire survey with tourists, private businesses and public sector institutions; focus group discussion and key informant interview with tourism enterpreneur and local government officer was carried out. The tourism potential was found to be high with a strength of exceptionally rich cultural, historical and religious heritage, favourable geographical situation, positive image of local Newari food products and friendly and welcoming local people. The areas of weaknesses were lack of tourism infrastructures and services, lack of tourist information and weak management of tourist area. Hence, to utilise the tourism potential of Bhaktapur Durbar Square to the fullest for the economic upliftment of its inhabitants, promotional activities such as tourism fairs, festivals, cultural dances and events should be conducted at regular intervals with prompt security services.