...Comparative analysis of service quality of GP with other private Telco service providers in Bangladesh A COMPARATIVE ANALYSIS OF SERVICE QUALITY OF GRAMEENPHONE WITH OTHER PRIVATE TELECOMMUNICATION SERVICE PROVIDERS IN BANGLADESH by Md. Fuad Al Hassan ID: 0720053 An Internship Report Presented in Partial Fulfillment Of the Requirements for the Degree Bachelor of Business Administration INDEPENDENT UNIVERSITY, BANGLADESH April 2012 Comparative analysis of service quality of GP with other private Telco service providers in Bangladesh A COMPARATIVE ANALYSIS OF SERVICE QUALITY OF GRAMEENPHONE WITH OTHER PRIVATE TELECOMMUNICATION SERVICE PROVIDERS IN BANGLADESH by Md. Fuad Al Hassan ID: 0720053 Has been approved April, 2012 Mr. Md Sohel Islam Senior Lecturer School of Business Independent University, Bangladesh Comparative analysis of service quality of GP with other private Telco service providers in Bangladesh April 28, 2012 Mr. MD. Sohel Islam Senior Lecturer, School of Business Independent University, Bangladesh. Dear Sir, It is a great pleasure and honor for me to submit my internship report “A comparative analysis of perceived service quality of Grameenphone with other private telecommunication service providers in Bangladesh. I am submitting this report as a part of my internship in Grameenphone. This report will help the organization to find out the customers perception of the service quality comparing to the other telecommunication...
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...Abstract The Study of Customer Loyalty Factors in the Mobile Telecommunications Industry in China This article is a study of Chinese telecommunications service customer loyalty factors and the impact of the internal mechanism. The industry empirical study reveals the communications services industry, the impact factors of customer loyalty, and the interaction between these factors mechanism. With the increasingly fierce market competition and increase costs for customers, cultivate and maintain long-term customer loyalty is a business enterprise can be an important factor. On the one hand, enterprises have to get a good income, in addition to the core technology and improving product quality, but customer satisfaction, service quality and Enterprise Image will to some extent affect on customer loyalty, loyal customers are the main profit source. On the other hand, when supply exceeds demand in the market environment, the cost to acquire new customers than to maintain existing customer costs, but the profit contribution of new customers is far less than the original customer. Finally, the loyalty of customers through word of mouth to bring new business customers. Therefore, the development of customer loyalty strategies, research customer needs and maintain long-term two-way interaction with the customer relationship business and academia has been the focus of attention. Customer loyalty in the communications industry, more and more attention, is the communications business...
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...Master thesis for the attainment of the academic degree of ‘Master of Business Administration in Small and Medium-Sized Enterprise Development’ International SEPT Program, University of Leipzig THE ROLE OF HUMAN RESOURCE MANAGEMENT (HRM) PRACTICES AND SERVICE BEHAVIOUR IN SERVICE QUALITY IN VIETNAM’S TOURIST HOTELS Name of Student: Email of student: Matriculation Number: SEPT ID Number: Mai Hung Manh manhmhvnpt@gmail.com 2182281 VN05-14 First supervisor: Second supervisor: Prof. Dr. Utz Dornberger Dr. Nghiem Sy Thuong 20th May 2012 22nd June 2012 Date of assignment of topic: Date of submission: TABLE OF CONTENT LIST OF FIGURE.............................................................................................. 4 LIST OF TABLE ............................................................................................... 5 ACKNOWLEDGEMENT.................................................................................. 7 ABSTRACT....................................................................................................... 8 CHAPTER 1: INTRODUCTION ....................................................................... 9 1.1. Background ............................................................................................. 9 1.2. Rationale of the research........................................................................ 10 1.3. Research objectives ..............................................................................
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...A Study of Tourists on Attraction, Service Quality, Perceived Value and Behavioral Intention in the Penghu Ocean Firework Festival Wen-Chieh Hsieh, Lecture, Department of Leisure and Sport Management, Far East University, Taiwan ABSTRACT The purpose of this study is to analyze the cognitive tourists for Penghu Ocean Firework Festival attraction situation. There is also analysis of attraction, service quality, and perceived value for behavioral intention. This study used questionnaires to the island of Taiwan to the Penghu ornamental Penghu Ocean Firework Festival targeting tourists, adopted the designated non-random sampling in the active site and proximity to downtown streets to investigate, a total of 593 valid questionnaires. The data were descriptive statistics and SEM (structure Equation modeling) analysis, this study found that: 1. Tourists Penghu Ocean Firework Festival is attraction cognitive highest "Want to feel the charm of the beauty of the sparkling fireworks." 2. Attraction directly service quality and behavioral intention positive effects. 3. Service quality direct positive effect on perceived value. 4. Perceived value have a direct positive effect on behavioral intention. 5. The attraction will through service quality indirect effects on perceived value. 6. The service quality will through perceived value indirect effects on behavioral intention. Based on these results, this study is not only to give the Penghu's tourism industry and government units operating...
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...Perception towards Service Quality of Life Insurance Corporation of India: A Factor Analytic Approach Dr. H. S. Sandhu Director SAI Technology Campus Amritsar (Punjab) India Ms. Neetu Bala Assistant Professor Maharaja Agrasen College (University of Delhi) Vasundra Enclave Delhi, India Abstract The service quality has become a highly instrumental co-efficient in the aggressive competitive marketing. For success and survival in today’s competitive environment, delivering quality service is of paramount importance for any economic enterprise. Life Insurance Corporation of India, the leading insurance company has set up ‘benchmarks’ in enervating the whole concept of service quality. The present study aims to measure customers’ perception towards life insurance service quality by applying a framework developed by Sureshchandar et al. (2001). An advocated procedure has been used to develop, refine and validate a scale. Data has been collected from 337 customers from the three cities of Punjab (a progressive State of India). The findings of the study demonstrate that five-factor structure as proposed by Sureshchandar et al. (2001) has been refined to sevenfactor construct (consisting of 34 items) representing Proficiency; Media and presentations; Physical and ethical excellence; Service delivery process and purpose; Security and dynamic operations; Credibility; and Functionality. Besides, the study also investigates the relationship between each of the generated service quality dimensions...
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...conceptual focus Course Planner 16031::Gurpreet Kaur Lectures 3.0 Tutorials Practicals Credits 1.0 0.0 4.0 TextBooks Sr No T-1 Title Operations Management Reference Books Sr No R-1 R-2 Other Reading Sr No OR-1 OR-2 OR-3 OR-4 OR-5 OR-6 OR-7 OR-8 OR-9 OR-10 OR-11 OR-12 Journals articles as Compulsary reading (specific articles, complete reference) The four things that a service Business must get right HBR Article , Bang & Olufsen Design Driven Innovation : HBR , Smart Product Design : HBR , Mishina, Kazuhiro. Toyota Motor Manufacturing, U.S.A., Inc. HBS Case No. 9-693-019. Harvard Business School Publishing, Boston, 1995. , Hammond, Janice H. Barilla SpA (A). HBS Case No. 9-694-046. Harvard Business School Publishing, Boston, 1994. , Latour, Almar. Nokia Handles Supply Shock with Aplomb as Ericsson of Sweden Gets Burned. The Wall Street Journal. Dow Jones & Company, Inc., 2001. , National Cranberry Cooperative HBS #688122. From Case Map , John Crane UK Ltd Case : The CAD CAM Link . HBS #691021,24p , To Move or not to Move .Case of Cathay Pacific Airways . University of Hong Kong HBS #HKU003,22p , Note on Quality: The Views of Deming, Juran, and Crosby HBS .687011 , Process Control at Polaroid , HBS, #693047 , LL Bean Item Forecasting and Inventory Management HBS, #893003, 5p , Johson Control Automotive Systems , HBS,#69308623p , Title Operations Management Concepts, Techniques & Applications Operations Management Author Evans & Collier Edition 1st Year Publisher Name Cengage Learning...
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...Additionally, in terms of business development airline industry is playing effective role in enhancing global trade, international business investment and activities in tourism sector. In reference to specific roles, it can also be illustrated that airline business industry is the major focus of globalisation for other business sectors. The improving airline industry offers number of opportunities and challenges to different business organisations functioning in specific industry. However, the challenges don’t arise only due to higher market competition rather because of enhancing demands of customers in order to attain better quality of service....
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...Influence of Service Quality on Attitudinal Loyalty in Private Retail Banking: An Empirical Study S Arun Kumar1, B Tamil Mani2, S Mahalingam3 and M Vanjikovan4 This paper examines the service quality dimensions of Indian private banks dealing with retail banking. Overall service quality level acts as an antecedent for customer satisfaction. The factors extracted give perceived service quality dimensions which correlate with overall attitudinal loyalty. Overall service quality further tested for any significant relationship with attitudinal loyalty, which is considered to be an important component of retaining valued customers. The data has been collected from 100 valued customers of two private retail banks of Tiruchirapalli. A questionnaireelicited information on socio-demographic variables along with SERVQUAL dimensions of service quality added with three extra contemporary validated variables and attitudinal loyalty variables. The results suggest that responsiveness and reliability of service quality dimensions determine customer satisfaction more than the assurance, empathy and tangible aspects (SERVQUAL score analyzed using Factor Analysis and Multiple Regressions). Overall perceived service quality fosters customer’s attitudinal loyalty through latent customer satisfaction (Tested using Chi-Square Statistics and Correlation Analysis). Increase in service quality of the banks can satisfy and develop attitudinal loyalty which ultimately retains valued customers. Introduction ...
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...objectives. The two means of gathering data accessible in accomplishing this project are Primary Data and Secondary data. The primary data are the info which is gathered largely for the investigation being processed. The term secondary data means the info consumed for the project were primarily projected for some other aims by other investigators (Saunders, Lewis, and Adrian, 2009) (Saunders, et al., 2009). Data collected for research can be either primary data or secondary data. Primary data is collected by the researchers from observations, interviews, case studies, action research, questionnaires, longitudinal studies, life histories and ethnographic research. This study mostly depends on primary data as it is focusing towards the service quality expectation and perception between customer and management of Burger King Colliers Wood (Carman, 1990). On the other hand secondary data is the data which already exists. It is collected from diaries, letters, previous research, Government reports, web information, historical data & information and official statistics etc. In this research, data has been collected by both methods of data collection. In order to build a comprehensive and complete background of this research, material has been gathered from journals, online references and books. The...
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...Analysis of Customer Satisfaction on SME-Banking of SIBL Chapter 1 INTRODUCTION MD. AL AMIN | ID:091662 1 Analysis of Customer Satisfaction on SME-Banking of SIBL 1.1 Introduction Today, the world is becoming closer and closer. Now world is called the global village. By taking the advancement of technology people are updating themselves day to day. Now people would like to use credit card to make global transaction rather than carrying cash amount. In such case bank has brought dynamic change in the present world. In Bangladesh, bank is playing a vital role to the development of economic and socio- economic condition. Along with our government is paying more concentration on the development Small and Medium Enterprise (SME). And today SME is contributing to the development of our economy through taking loan facility of the bank. Today is the era of competition in any business especially in the banking sectors in Bangladesh. Banks are competing each other through best quality service. And some newly issued banks are coming to enhance this competition. To measure the performance of bank, it is mandatory to measure the satisfaction level of customers. Because today market is customer oriented. Some Policymaker thinks that Customer satisfaction is an important indicator of national economic health. Finally it can be said that the bank should pay more concentration on SME banking as well as customer satisfaction toward the banking activities especially on SME...
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...instructors at schools. The student will present economic tools and concepts pertaining to health care issues (nursing shortage); the student will use marginal analysis and supply and demand curve to assess the issue of nursing shortage as it relates to health care. These tools are designed to explore and evaluate the nursing shortage. Registered nurses are the major set of health care specialists in America and Worldwide. It is important to understand the effects that a nursing shortage has on the economy and the health care system. Supply and Demand Supply and demand curves are vital when considering the number of registered nurses available to provide services to patients in need of care. A good service is said to be scarce when more is desired than can be satisfied with available resources which means demand exceeds supply. Quantity and quality of care demanded are greater than quantity of nurses supplied (Lane & Grohmann 1995). Nursing is a professional fields in which the nurse provides services (good) to the patient. These services must be completed in the nurse’s given shift. Patients are consumers, nurses (suppliers) spend their time providing health care services to patients, and a quality care service required by the patient is the demand. Nursing shortage has an effect on the quality of services that nurses can provide to patients. For...
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...Service Quality in a Chain-operated Steakhouse Allan Yen-Lun Su, Ph.D. E-mail: allansu@cc.nkhc.edu.tw Department of Baking Technlogy and Management, Kaohsiung Hospitality College Abstract This study attempts to measure customers’ perceptions of service quality in a chain-operated steakhouse using a modified version of the DINESERV instrument (Stevens, Knuston, and Patton, 1995). All five dimensions of service quality, being tangibles, reliability, responsiveness, assurance, and empathy, will be used. The questionnaire survey will be conducted on a two-week period during lunch and dinnertime at all 14 steakhouse restaurants. All customers who come to restaurants for lunch and dinner during the two-week research period will be asked to complete the questionnaires. The Cronboch Coefficient Alpha will be used to test the construct reliability. Analysis of variance (ANOVA) will be used to determine the differences of customers’ perceived service quality for five dimensions between two meals and different groups of loyalty. In addition, correlation analysis will be used to determine the relationship between customers’ perceived service quality and customers’ characteristics such as gender, marital status, age, and reasons for dining. The results of this study will asssist restaurant management to assess the service quality provided to its patrons. Results of this study will also help restaurant management establish a total quality management (TQM) program to improve overall...
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...were provided. Purpose The purpose of Chapter Four is to present the analysis of the data and the resultant findings from the tests conducted on each of the respective hypotheses. An overview of the data collection, survey population responses, coding procedures and descriptive statistical summaries followed by validity and reliability testing opens the chapter. Since all of the research questions address the relationships of individual dimensions, a summary report of each hypothesis will report findings to support or reject each hypothesis. The data collected were used to determine the impact of occupational stressors on job satisfaction among human service providers specifically, though not exclusively, among those working at a housing agency. In this chapter, the research also examined the impact of occupational stressors on different personality types; how some providers may be temperamentally predisposed to this type of work more successfully than others. Data indicating the relationship between job satisfaction, personality type and quality of service were also provided from survey results that measured service quality from the clients’ perspective. The gap between service quality expected and service quality received from the view point of this demographic group was identified, as were survey results measuring the relationship between job satisfaction, and personality type; in this way service...
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...No. 19; October 2012 Effects of Service Quality and Price Fairness on Student Satisfaction Dr. Nguyen Minh Tuan School of Business, International University Vietnam National University of Ho Chi Minh City, Vietnam. Abstract Higher education institutions in Vietnam have put much effort to attract students to enroll in programs using English as a means of teaching because these programs have newly been introduced in Vietnam and tuition fees are usually about five/six times higher than those in Vietnamese. Hence, student satisfaction plays a very important role in these institutions. This research aims to examine the effect of students’ perceived service quality and the students’ perceived price fairness on student satisfaction. The results show that various dimensions in perceived service quality and perceived price fairness have positive impacts on student satisfaction. It also shows that when perceived price fairness is taken into account, the variation in student satisfaction is better explained by comparison with the original Parasuraman’s SERVQUAL model. This research can be useful not only for existing higher education institutions in Vietnam but also for foreign universities planning to enter Vietnam’s education sector. Key words: Perceived Service Quality; Perceived Price Fairness; Student Satisfaction; Higher Education Institution. Introduction Customer satisfaction is very important for any industry especially service organization. Customer satisfaction...
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...Review________________________________________________________________ 3 3.1 Supply Chain Management _____________________________________________________ 3 3.2 Quality Improvement Models and Gap Analysis ____________________________________ 4 3.3 Lean and Six Sigma Technology ________________________________________________ 5 4 Discussion & Analysis ____________________________________________________________ 6 4.1 Supply Chain of Origin Energy _________________________________________________ 6 4.2 SWOT Analysis for Origin Energy _______________________________________________ 7 4.3 Supply Chain Operations Reference (SCOR) Model _________________________________ 9 4.4 Conceptual Improvement Model for Supply Chain Management ______________________ 12 4.4.1 Introduction ____________________________________________________________ 12 4.2.2 Assumptions: ___________________________________________________________ 13 4.3.3 Supply Chain Conceptual Improvement Model (SCCIM) _________________________ 13 4.2.4 Key Benefits of the model _________________________________________________ 16 4.2.5 Validation of the model ___________________________________________________ 16 4.2.6 Conclusion _____________________________________________________________ 16 4.3 Gap Analysis _______________________________________________________________ 17 4.3.1 Gap Analysis of Origin Energy _____________________________________________ 21 5 Results...
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