Aleena Batool

In today’s age, the survival and success of any business is determined by its relationship with its customers. The continuous staggering growth in the field of social media indirectly impacts all phases of life around the globe. Thus, realizing this opportunity, marketers adapt different strategies to keep up with the ever-changing trends of the markets. This study provides fresh insight to companies from a marketing perspective, specifically to managers whose prime focus are the products or services and the relationship with their customers, so that they can create such strategies that enables them to attain and sustain competitive advantages. To view the impact of prices, brand image and service quality on customer satisfaction and observe what factors force customers to switch to different brands taking word of mouth as a moderator. This study will be based on quantitative research at an individual level. We will conduct a survey from 250-300 customers of various products and services belonging to different socio-economic classes in the twin cities so as to give a detailed understanding of the impact of the above mentioned variables on customer satisfaction. The objectives of the research will be achieved by running statistical tests such as descriptive, correlation and the hypothesis will be tested using regression through SPSS to achieve significant results for our study.