ANALYSIS OF THE EFFECTS OF A SERVICE CHARTER ON SERVICE DELIVERY DECLARATION DEDICATION I wish to dedicate this work to my wife Grace, children Jedidiah, Emmanuel and Beracah and parents who inspired, supported and encouraged me to overcome the numerous challenges of this study. ACKNOWLEDEGEMENT I wish to acknowledge the professional guidance and support of Dr. Katuse throughout this work. I am also grateful to Mr Charles Muhia who spent much of his time discussing the work and giving
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to provide quality customer service if they wish to remain competitive. Instilling a culture of service through a mission statement to guide the business is one of the most effective ways to accomplish this. This essay will present and analyse a scenario where customers experience poor service to demonstrate the quality gaps that result from a company that lacks a service culture. In addition, it will draw from a variety of sources to affirm the need for companies to create a service culture. Finally
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perceived service quality and service loyalty: a multi-dimensional perspective Josee Bloemer, Ko de Ruyter, Martin Wetzels. European Journal of Marketing. Bradford: 1999.Vol.33, Iss. 11/12; pg. 1082 » Jump to full text Subjects: Service industries, Studies, Statistical analysis, Quality of service, Market research, Loyalty, Consumer behavior, Effects, Marketing management, Customer relations Classification Codes 9175 Western Europe, 8300 Service industries not elsewhere classified, 5320 Quality control
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to the study Although service quality in banking has been considered markedly important over the years, the topic has recently been afforded even more attention. (Crosby, 1979). Such interest may be the result of the reduced customer base and decreased market share affecting a portion of the banking industry. (Bowen and Hedges, 1993). The trend of world markets has changed noticeably from agricultural to service markets (Asian Development Outlook, 2007). All of the service businesses are trying their
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Service QualityLEARNING OBJECTIVESAfter completing this chapter, you should be able to: 1. Describe and illustrate the five dimensions of service quality. 2. Use the service quality gap model to diagnose quality problems for a service firm. 3. Describe how the SERVQUAL survey instrument is used to measure gaps in a service firm's quality. 4. Illustrate how Taguchi methods and poka-yoke methods are applied to quality design in services. 5. Construct a "house of quality" as part of a quality function
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customer satisfaction (especially service producing companies) and adopted it as a high priority operational goal. This study aimed at investigation the overall customer satisfaction of the mobile telecoms industry in Nigeria, factors influencing satisfaction and the relationship between satisfaction and demographics. The results obtained in this research indicated that 57% of the respondents were satisfied and 5% highly satisfied. The combination of network quality, billing, validity period and customer
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satisfaction International Journal of Business and Social Science Vol. 3 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
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roadside stalls to café or bistro concept restaurants. The objective of this study is to provide an insight into customers dining intention to “Mamak” restaurants measuring the service quality and food attributes. A questionnaire survey was administered in this study and result showed that only one of the factor of service quality that is assurance and one variable of food attributes that is aroma, have greater influence on customers dining intention. The findings in this study can be used by other concepts
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CHAPTER 1: INTRODUCTION BACKGROUND OF STUDY The quality of services has grown rapidly. Measurement of quality of service based on a multi of services industries has been carried out the conduction is the tourism industry (Atilgan et al, 2003) and hotel (Kayaman & Arasli, 2007). In the hotel industry itself, the most important in hotel is to provide the best services to customer. The hotel industry history began at Santa Barbara, California in 1962, by two men know as building contractor William
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1.0 Introduction Service quality is a comparison of expectations with performance. A business with high service quality will meet customer needs whilst remaining economically competitive. Improved service quality may increase economic competitiveness. This aim may be achieved by understanding and improving operational processes, identifying problems quickly and systematically, establishing valid and reliable service performance measures and measuring customer satisfaction and other performance
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