European Journal of Information Systems (2008) 17, 236–263 & 2008 Operational Research Society Ltd. All rights reserved 0960-085X/08 www.palgrave-journals.com/ejis Measuring information systems success: models, dimensions, measures, and interrelationships Stacie Petter1, William DeLone2 and Ephraim McLean3 1 Department of Information Systems and Quantitative Analysis, University of Nebraska at Omaha, 6001 Dodge Street, PKI 173B, Omaha, NE 68182, U.S.A.; 2Department of Information Technology, American
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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
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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 it
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Analysis of customer satisfaction in Prime Bank Limited by using reliability, responsiveness, assurance, empathy and tangibles of Service Quality Management (SERVQUAL) By Sumaiya Monir 0910231 Indepe ndent University, Bangladesh IUB 1 Letter of Transmittal April 25th 2013 Parvej Ahmed Sharif Lecturer, MIS School of Business Independent University Bangladesh
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factors (i.e. service quality, brand perception and perceived value) affecting on customers’satisfaction in e-banking service settings. This study also evaluates influence of service quality on brand perception, perceived value and satisfaction in e-banking. Required data was collected through customers’ survey. For conducting customers’ survey likert scale based questionnaire was developed after review of literature and discussions with bank managers as well as experts in customer service and marketing
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THE CASE OF MOBILE PHONE USERS IN UNIVERSITI UTARA MALAYSIA Prepared by Meguellati Achour Pn. Nor Pujawati Md. Said Dr. Ali Boerhannueddin Abstract Service quality, switching barriers, and brand image are the major antecedents of customer loyalty, and loyal customers may buy more, accept higher prices and have a positive word-of-mouth effect. Also we know that the cost of selling to new customers is
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commercial operation in Dhaka as a Global system for mobile communication (GSM) 900 cellular operators on 15th November 1997. Moreover, Aktel has commenced its operation in Chittagong on March 26, 1998. Aktel is the market follower in telecommunication service in Bangladesh having more than 1 million subscribers and is controlling approximately 23% of the market share. According to Islam, Khan, and Rahman (2002), the market share of Aktel is now decreasing at a great extent as the customer loyalty level
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differentiating the superiority of products or services over others. This is an exploratory study examining the differences in brand satisfaction between Malaysian Airlines (full service airlines) and Air Asia (low cost airlines) in Malaysia. 350 usable questionnaires were obtained from respondents in the two main airlines terminals in Kuala Lumpur. Exploratory factor analysis revealed seven brand satisfaction dimensions which are tangibles, price, core service, reputation, publicity, word-of-mouth, and
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THE CASE OF MOBILE PHONE USERS IN UNIVERSITI UTARA MALAYSIA Prepared by Meguellati Achour Pn. Nor Pujawati Md. Said Dr. Ali Boerhannueddin Abstract Service quality, switching barriers, and brand image are the major antecedents of customer loyalty, and loyal customers may buy more, accept higher prices and have a positive word-of-mouth effect. Also we know that the cost of selling to new customers is
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2:0. Back to theory: the principal models for services quality 4 2.1. Customer Satisfaction 8 2.2. Satisfaction levels 9 2.2.1. Greatly disappointed customers 9 2.2.2. Mildly disappointed customers 10 2.2.3. Experience according to expectations 10 2.2.4. Mildly positively surprised 10 2.2.5. Greatly positively surprised customers 11 2.3. Dissatisfied customers 11 3. Case Study Babito Pharmacy- retail SERVICE 12 3.0. Determinant of Service Quality in a pharmacy 12 3.1. KEY FACTORS
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