Service dimensions of service quality impacting customer satisfaction of fine dining restaurants in Singapore Ko King Lily Harr University of Nevada, Las Vegas Follow this and additional works at: http://digitalscholarship.unlv.edu/thesesdissertations Part of the Food and Beverage Management Commons, and the Marketing Commons Repository Citation Harr, Ko King Lily, "Service dimensions of service quality impacting customer satisfaction of fine dining restaurants in Singapore" (2008). UNLV
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Measuring Modeling Mentoring Customer Satisfaction Measurement : What we always believed to be Improved Quality Increased Satisfaction 6.8 7.2 0 10 5 7.8 8.4 0 Decreased Satisfaction 10 Poor Quality Measuring Modeling Mentoring Satisfaction as `experience’ is not one homogenous state Measuring it as just One Number is oversimplification. Satisfaction is a panorama of several shades / states Disgust Dissatisfaction Satisfaction Delight Measuring Modeling
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Science of Customer Satisfaction The American Customer Satisfaction Index uses customer interviews as input to a multi-equation econometric model developed at the University of Michigan's Ross School of Business. The ACSI model is a cause-and-effect model with indices for drivers of satisfaction on the left side (customer expectations, perceived quality, and perceived value), satisfaction (ACSI) in the center, and outcomes of satisfaction on the right side (customer complaints and customer loyalty
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impressive. However with the introduction of the new performance scorecard which reflected the company’s broadening of the evaluation scope to customer satisfaction score, it became obvious that this was essentially the only area where James’ performance was lacking. At the same time Frits Seegers, President of Citibank California, was convinced that customer satisfaction indicator was important not only for meeting ever-increasing expectations of highly-sophisticated clients, but also for achieving strategic
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Introduction Modern customers are very demanding and have easy access to diverse information channels. Customer demands for value create a strong focus on a combination of quality, fair price and good service in their purchases (Power, Konrad, Cuneo, & Treece, 1991). However, when a specific service delivery link results in mistakes and an inability to satisfy customer expectations regarding service or products, the result may be negative experiences and reactions for customers, including negative
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1st objective : Customer Retention - It is important for firms in these markets to retain existing customers rather than to try to attract new ones as it is less complex and also; the cost of attracting a new customer is five times more than keeping an existing one. Customer retention can be achieved through: Customer loyalty program such as discounts on the products for the cardholders, points from purchasing with Pokka can convert to premiums, and the discount coupon for new product that attached
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CURRICULUM VITAE GILBERT MARTIN NII ODAI P. O. BOX NG 112 Nungua, Accra 024-4082407, 020-8396939 Objective To bring my experience and talent to bear, to ensure the realization of the organizational objectives and also to enrich my personal Career Good communication and organizational skills and a team player. Likes challenging jobs, able to work with little or no supervision. Education Year July 2010 April 2009 2007 Institution Methodist University College Merjja Technology NIIT Qualification
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Chapter 14-: Evaluation of HRPrograms and Policies4 Keeping Score • Corporate Scorekeeping: allows organizations to make the adjustments necessary to reach their goals • Scorecard: has measures of key indicators that focuses managers’ and employees’ attention on what is important to the organization organization • Reminder – objective is to: • Measure progress • Pinpoint weaknesses • Discover and address gaps The Importance of Evaluating HRM • Many people dislike the HR department and see
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Marketing Strategies Submitted To: Dr. Lionel De Souza Marketing 550 Downtown Relaxation Lounge Marketing Plan Executive Summary • Downtown lounge will provide a friendly environment for family and friends of all ages. • The company will offer a variety of activities. • Decrease the level of stress. • Downtown Lounge will have their own facility with games, televisions, snack back and much more. Company Description
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relationships between a firm’s practices in these two areas and its competitive capabilities are found to be statistically significant and positive. Also, high levels of these competitive capabilities lead to high levels of performance as measured by customer satisfaction and marketing performance. q 1999 Elsevier Science B.V. All rights reserved. Keywords: Empirical research; Operations strategy; Measurement and methodology; Technology management 1. Introduction Expanding global
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