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- Master's Thesis (2) (remove)
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- Carbon emissions (1)
- Loyalty (1)
- Membership (1)
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- Satisfaction (1)
- Smart mobility (1)
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- IMM - International Management (2) (remove)
The current master thesis makes an effort to investigate relationships between perceived service quality, membership satisfaction, and membership loyalty at “Gesellschaft für technische Kommunikation – tekom Deutschland e.V.”, applying adjusted SERVQUAL model. To attain the formulated objectives in scope of the current research, the “Satisfaction – Profit Chain” model is applied, consisting of “Attribute Performance”, represented by SERVQUAL service quality dimensions supposed to serve as antecedent of the second component of the chain “Membership Satisfaction”, and “Membership Loyalty” in order to investigate relations between these three. The findings of the study are supposed to serve as a basis for altering the existing CRM Strategy in order to eliminate current issues within the association, develop strategic marketing capabilities, and create value for members’ attraction and retention.
Common problems that urbanized areas have to face are an increase in accidents, air and noise pollution, traffic jams, lower road security and reduced available space. The increased amount of carbon emissions (CO2) is creating severe consequences that can be observed in climate change. Smart Mobility can help to put under control and lower the CO2 emissions derived from the transport sector. Thus, the paper investigates the benefits and challenges of Smart Mobility. Then, through a confrontation of two benchmark areas which are successfully adopting Smart Mobility techniques, and the utilization of SWOT and data analysis, it shows that Smart Mobility can effectively lower CO2 emissions from transport. Ultimately, the NEXT-Future Transportation project is proposed as an innovative solution that addresses most of the mobility challenges and incorporates the needs for future transportation.