IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION: EVIDENCES FROM THE RESTAURANT INDUSTRY IN PAKISTAN MS Candidate Ubedullah Amjad Ali SHAIKH Institute of Business and Technology – Biztek, Karachi, Pakistan Naveed Ur Rehman KHAN Universiti Pendidikan Sultan Idris – UPSI, Perak, Malaysia Email: naveed.r.khan@gmail.com Abstract: The purpose of this study is to contribute to the literature of service quality importance in restaurant industry. The study has been based upon the Servqual technique
Words: 4985 - Pages: 20
affected by strong competition : “ commercial banks have begun to target MFIs’ traditional customers , new MFIs have continued to be created in microfinance industry, the microfinance clientele is becoming more sophisticated concerning the quality of service they require or expect”( Daubert 2002) . These factors may negatively affect the MFIs. In fact, the microfinance industry is losing customers because of both the aggressive competition and MFIs’ weakness to satisfy their clients (Urguizo
Words: 9344 - Pages: 38
2006:56 MASTER'S THESIS Relationship between Service Quality and Customer Satisfaction In the case of CCG (Customer Centric Group) CO Ali Dehghan Luleå University of Technology Master Thesis, Continuation Courses Marketing and e-commerce Department of Business Administration and Social Sciences Division of Industrial marketing and e-commerce 2006:56 - ISSN: 1653-0187 - ISRN: LTU-PB-EX--06/56--SE Relationship between service quality and customer satisfaction: In the case of CCG(
Words: 26711 - Pages: 107
INTERNSHIP REPORT ON Measuring customer satisfaction by using SERVQUAL Dimensions in Dutch-Bangla Bank Limited INTERNSHIP REPORT ON Measuring customer satisfaction by using SERVQUAL Dimensions in Dutch-Bangla Bank Limited Submitted To: Madam Usmita Afrose Associate Professor Department of Marketing University Of Dhaka Submitted By: Kaniz Fatema Roll: 82 Batch: 15th Department
Words: 13993 - Pages: 56
American Journal of Scientific Research ISSN 1450-223X Issue 27(2011), pp. 68-83 © EuroJournals Publishing, Inc. 2011 http://www.eurojournals.com/ajsr.htm Banking Service Quality Provided by Commercial Banks and Customer Satisfaction Sulieman Ibraheem Shelash Al-Hawary Associate professor of Business Management, Department of Business Administration College of Financial and Business Administration Al al-Bayt University, Jordan Rashid M. Alhamali Associate professor of Industrial Management, Department
Words: 9478 - Pages: 38
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
Words: 8371 - Pages: 34
MGKT 270: Service Marketing Critical Incident Report Bachelor of Commerce (Marketing & Management) Author: Goh Bing Chong Basil (5269131) * Executive Summary This critical report took place at Mischief’s restaurant during September 2015, during the interview it was revealed that an unfortunate case of the dissatisfying experience was involved. Both management and staffs level of customer service provided was a disappointment to customers. After the analysis of the critical incident
Words: 3059 - Pages: 13
Contents PART A- Servqual Analysis- Data Standardization and Analysis 1. Introduction 2 1.1 Service quality and customer satisfaction. 2 1.2 Measuring service quality 2 2. ANALYSIS OF SERVQUAL DATA 3 2.1 Data Standardization 3 2.2 Survey 5 2.3 Expectations and Perceptions 6 2.4 Confidence interval: 7 2.5 Dimensions 8 3 TOWN WISE ANALYSIS 9 4 Comparative Analysis of Key Results 10 5. Conclusion 11 PART B: VISA: Multi Attribute value Analysis and Multi Criteria Decision
Words: 4693 - Pages: 19
Service quality gap analysis in Indian banks: an empirical study. Abstract: Introduction of Liberalisation Privatisation and Globalisation (LPG) in Indian economy has affected almost all the sectors and industries of the economy. Indian banking industry is no exception to that. The net result of such policy initiatives has been increased competition at the marketplace. The fight for customers has got intensified. Literatures establish a direct link between service quality and marketing performance
Words: 4110 - Pages: 17
The customer's satisfaction with service Chapter I: Introduction 1.1 Background In recent times, customer's satisfaction is the main concern for every hotel and resort. Customers are now more valued and every effort is being made to keep them loyal to the resort and make them permanent visitors. The hotel industry believes that higher level of customer satisfaction may result in higher levels of repurchase. Repeat purchasing is essential to a continued stream of profitability through achieving
Words: 7375 - Pages: 30
