Service Quality Essay Examples - Free Research Paper Topics on StudyDriver.com

Service Quality of Bank Alfalah Limited

Improving the Service Quality of Bank Alfalah Limited of Pakistan through Customer Satisfaction and Retention Introduction: The face of banking has been changed immensely in the past two decades and there is massive competition in the banking sector which has forced the banks to provide excellent service quality for the future success and survival. The banking sector is in a race today, as to see who can offer both the best and the fastest services. This effect can also be […]

Service Quality

Literature Review Chapter One: An overview of Service Quality 1.0 Introduction Nowadays, service quality strategy is an important weapon used to gain a competitive advantage over competitors. This chapter starts by defining quality, services and service quality. Some essential elements such as the expectations of service, importance of service quality and its benefits are also being highlighted. It further stresses the need for handling customer complaints and underlines the role of service failure and recovery. 1.2 Meanings of Quality Quality […]

ATM Service Quality Attributes

Introduction In the previous chapter, the significance of the study, as well as the problem statement and objectives of the research, were looked at. This chapter explores literatures, written by different authors, on the benefits of ATM banking in financial service delivery. In the service sector, technology has been used to standardize services by reducing the employee/ customer interface (Quinn, 1996). The automated teller machine (ATM) is one of the technological advances that brought about change in the way banks […]

EFFECTS on SERVICE QUALITY on LIFE INSURANCE

Life insurance has a long history in India. The Bombay Mutual Life Insurance Society was the first in business when it started insuring both Indian and non Indian lives for the same amount of premium. It has been recorded that the business of insurance was with overseas companies till the end of the nineteenth century. Insurance was regulated in the country with the passing of the Life Insurance Companies Act in the year 1912. The comprehensive legislation on insurance was […]

A Literature Review on Service Quality

CHAPTER 2 2.0 Literature Review Nowadays, the trends for demand of the air transport are increasing. Airline industry has been transformed compare to before especially demand of using the air transport. It also becomes as the sector which experience the fastest growing sector compare to the other sector. This increasing of demand can be show out customer has gets their beneficiaries from using this kind of air transport. However, fastest growing of the airlines industry also brings the challenges because […]

Customer Service: Meeting Quality and Expectations

THE IMPORTANCE OF SERVICE QUALITY AND THE EVALUATION OF MEETING CUSTOMER EXPECTATIONS. BRIEF: 98688 INTRODUCTION Customer research literature traditionally agrees that service quality is a measure of how well the service level delivered matches customer expectations. Delivering quality service means conforming to customer expectations on a consistent basis. The delivery of high quality services is one of the most important and most difficult tasks that any service organisation faces. Because of their unique characteristics, services are very difficult to evaluate. […]

Measuring Quality of Service Delivery in Adult Social Care

Putting People First: Measuring quality of service delivery in adult social care Introduction Recent demographic indicators reveal that over the next decade the effect of ageing on the UK adult population will result in a 20%increase in those of 65 and a 60% increase in “the over 85 year-olds” by 2027 (DoH 2007a, p.1). This trend, together with the increase in the numbers of the population suffering from medical and health issues, including dementia and disability, presents a challenge to […]

Quality Assurance Systems in the Upscale Hotel Sector

Quality assurance systems are an important element of any business strategy. As Porter (1985 and 2004) suggests, quality is now seen as a major force for gaining competitive advantage, particularly with the consumer. There is no commercial activity where this is more important than in the hotel sector. As Yavas et al (1995) state, “the question is no longer whether to have quality assurance programmes, but rather how to make these programmes work,” within this sector of hospitality. It can […]

Customer Service and Customer Retention in Fast Food Industry in Karachi

Abstract This study investigates the relationship between dining attributes, customer satisfaction and customer’s retention in the fast food industry. In short this research paper is to describe & analyze why customers come back to the same restaurant when there are several options available to them. What influence their decisions? This research has brought out how to gain customer retention to the services and the factors that influence the customer retention. For this research qualitative approach is used. Data collection method […]

Self-Service Technologies Essay Online for Free

Introduction In the modern world, self-service technologies (SST) have been implemented in the service industry. There are various types of SST services such as telephone-based technologies, online banking, internet-based interfaces etc. (Yen, 2005). Despite this huge rise in SST, it cannot be simply assumed that SST’s are always better than traditional services. As any other service, SST comes with its failures and disappointments (Shamdasani et al, 2008, Dimitriadis & Kyrezis, 2011, Dabholkar & Spaid, 2012). Service failures may occur in […]

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 higher levels of customer satisfaction (Oliver, 1997). The customers’ […]

Customer Satisfaction Towards Islamic Banking Finance Essay

The word ‘bank’ characteristically refers to a financial intermediary that providing deposit facility and whose primary activity is to act as a payment agent for customers and borrow and lend money. (Wikipedia, 2010) Islamic banking is a system of banking or banking activity that performs the same functions as the conventional system but is constrained by the rules and principles (sharia). Sharia prohibits transaction of payment or acceptance of interest fees for the lending and accepting of money severally, commonly […]

How to Discover a Low-Cost Tax Accounting Professional in Adelaide?

Discovering a full-time accounting professional or a company disappears tough, however one ought to examine the following things prior to employing an accounting professional in Adelaide. Why is it excessive tough to discover an excellent accounting professional? Really, they are our partners, monetary partners. They understand all the earnings reoccurs, so they must have enough understanding and familiarity about the accounting concepts. They likewise understand where you are going to fund and even your individual costs. Your next accounting company […]

Disneyland Paris: how Disneyland Paris has Mastered its Cxm

Introduction Today, customer experience management has become the core of companies’ marketing strategies.a study shows that customers are directly involved in strategies developed to improve a company’s performance (robert johnston & xiangyu kong, 2011). To do this, the author of this article explains that there are three important factors that are linked: employees, customers, and performance. The experience is related to the field of tourism and leisure. That’s why I chose to study the case of disneyland paris. This essay […]

Intern Report on Standard Chartered Bank

1. 0 Introduction 1. 1 Origin of the report The BBA internship program is a required course for the students who are graduating from the School of Business of Independent University, Bangladesh. It is a 12 credit hour course with duration of 14 weeks. Students who have completed all the required courses (at least 114 credit hours) are eligible for this course. In the internship program, I was attached to a host organization Standard Chartered Grindlays Bank for 14 weeks. […]

Restaurant Business Summary

Introduction Restaurant business is by far one of the most favorable and most popular competition in business sector and the newly opened restaurant also more and more in recent. Their location should be strategic and service quality need to be improve in order to attract customers as well. There are five major dimensions to measure service quality such as reliability, responsiveness, assurance, empathy and tangible. Most of them use Medical nurse and automotive repair services method to measure the relationship between […]

Customer Management Plan

Customer Management Plan Contents Page Our Brand Page 3 The Market Page 3 The Shop Page 3 Servicescape Page 4 Service Service Quality Page 5 Measuring Service Quality Page 5 Service Recovery Service Plan Page 6 Customers Loyalty Page 7 Total Customer Experience Page 7 Customer Feedback Page 8 Customer Use of Service Blueprint Page 10 ReferencesPage 11 Our Brand Rubia Coffee are a new chain of coffee shops that will offer more value per drink than any other chain […]

Boosting Corporate Customer Loyalty

Hotels boost corporate customer loyalty through the service quality of the front office personnel INTRODUCTION This research, through a review of literature published on the subject, considers how hotel organisations might boost the repeat patronage of their corporate customers. Changes in the economy and the overall culture of corporate business travel, such as the increase in use of technology instead of trips, have significantly impacted the hotel industry in recent years. These changes “have altered the possibilities for service delivery and […]

International Tourism Satisfaction – Tourism Dissertations

Chapter I Introduction 1.1 Introduction Tourism is frequently and justifiably described as a major phenomenon of modern times. Since 1950 the number of international tourist arrivals worldwide has increased spectacularly, from just 25 million to over 924 million in 2008. Representing an average annual growth of 7 % a year (Sharpley, R., 2004; and WTO – World Tourism Organisation, 2009). International tourism generated US$ 856 billion in 2007, representing 30% of the world’s exports of services for the related year. […]

Citizen Satisfaction

(An Evaluation the Relative Importance and Perceived Quality of Citizen Service Centres in Greece.) 1. Introduction 1.1 Importance of the Research According to the philosophical bases of marketing customer wants satisfaction. As the consumer is the key for a firm, the voter is the central element for a government or party (Lock and Harri,1996).In this context the citizen – voter wants satisfaction and searching his satisfaction from the services that are offered to him is ‘‘ a lens through which […]

Consumer Behaviourists

Consumer pre-purchase expectations & Actual outcomes after purchasing. Introduction: Background to research: Until recently, consumer behaviourists had many theories of satisfaction. Rather, a post decision phenomenon known as cognitive dissonance (Festinger1957) was thought to provide a sufficient framework for understanding post purchase responses. Researchers later expanded the theories more recent theoretical and empirical works (Andreasen 1977; Day 1977; Oliver 1977) generally agree that satisfaction results from a subjective comparison of the expected and received product attribute levels, as originally proposed […]

Customers Airline Industry | Marketing

Introduction: In the highly competitive airline industry, customers become the most important factor of the whole producing process. Besides flight safety, enhancing service quality, and therefore customer satisfaction, is the most crucial strategies of the airlines (Fried, 1989; Gardner, 2004; Zaid, 1995). Customer complaints serve as a critical dimension of service quality and customer satisfaction. Both the great affect that complaint handling has on customer retention and the beneficial usage of complaint information for service quality improvements have been widely […]

Customer-switching Behaviour

EXECUTIVE SUMMARY Consumers use services everyday, these ranges from taking the train or opening a bank account to talking on a mobile phone. Businesses also rely on a wide range of services on a daily basis, but on a much larger scale compared to consumers. However, customers are not always satisfied with a particular service that they maybe using and often resort to switching their service provider in order to resolve the issue or pursue better value from a less […]

Custom Dissertations | Management Dissertations – Management Programmes

Do the motor industry’s ‘customer satisfaction programmes’ and ‘customer relationship management programmes’ build stronger bonds with the customer and help sell more cars? Executive Summary Many academic theorists view customer satisfaction as being undoubtedly one of the top strategic issues in the new decade, and customer relationship management (CRM) receives even more interest in academic literature. However both of these concepts are often misunderstood, with very few pieces of literature able to define them, or give concise and coherent summaries […]

Indian Food – UK Food Industry

EXECUTIVE SUMMARY Eating out in U.K has become a haute gastronomical adventure with lip smacking results. Curry houses are a British institution, as much a part of the national fabric as the local pub. Surprisingly there are more Indian restaurants in London than in Delhi (Capital of India) (Hemisphere Magazine, 2005). The study was aimed at discovering the various problems that besiege the industry in UK. The dissertation weaves through various problem scenarios and the search to find it solutions. […]

Online Ticket Purchasing

CHAPTER ONE: INTRODUCTION 1.1 INTRODUCTION This chapter presents the background of the research study. It starts by providing an overview of Electronic Commerce, customer satisfaction and service quality, followed by an outline of the current situation concerning “Online Ticket Purchasing” in Kuwait. The problem of the study is then defined, highlighting the research the study seeks to investigate and its significance alongside the research objectives, questions and methodology used to achieve these desired objectives. The research limitations are then explored […]

The Convenience of E-banking

>Chapter 1: Introduction Introduction Nowadays, Malaysia is a multi sector economy and technology development based on the presence of many technological inventions. Traditional banking act as physical bank and delivery channel which to give customers to place or get their money out of the bank safety deposit boxes, managing checking or current accounts, paying cheques drawn by customers. However, e-banking is one of the technological inventions that give conveniences to customers to manage financial transactions on a secure website performed […]

Maintenance Facilities Condominium | Construction Dissertations

The Study of Satisfaction Level of Occupants towards the Maintenance and Facilities in PV10 Condominium Chapter 1 Introduction 1.1 Background The population in Malaysia is on a rapid growth and this can be seen in the last three (3) years, 2007 – 2009. According to the Department of Statistics Malaysia, the population growth was from 27.17 million (2007) to 28.31 million (2009). That shows an increase of 1.14 million within three (3) years. This population figure was last updated on the […]

Implications for the Development of Sainsburys in the Future

Implications for the development of sainsbury’s in the future 1. Introduction The retail industry is one of the oldest industrial sectors of UK having its roots based in the 19th century. An article in “The Financial Times” about Sainsbury’s dropping sales and consequently market shares triggered the research topic and we drove ourselves to the history of supermarkets to reveal the secret behind the big giants (Tesco, Sainsbury’s and ASDA) fighting for the top position in the market. The reason […]

Service Quality Essays