Service quality Essays

36 essay samples found

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 […]

Pages: 24 Words: 7320 Topics: Customer Satisfaction, Marketing Research, Research Design, Research, Retail, Service Quality, Supermarket

Building Retailer Equity

CHAPTER 1 INTRODUCTION 1.1 An Overview Building retailer equity is of beneficial and strategic importance for retailers. Equity can generate numerous benefits such as the ability to power the retailers’ name by launching private label brands and increase revenue and profitability by distancing them from rivals (Ailawadi and Keller, 2004). With the impact of globalization […]

Pages: 36 Words: 10932 Topics: Behavior, Brand Equity, Brand, Data Analysis, Research, Retail, Service Quality
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Financial Services Online | Business Dissertations

Abstract The development of computer technology and information network technology has brought massive challenges to financial services organizations. Online banking, which provides financial services to customers via Internet, plays an increasingly important role and still has tremendous potential for development. At the same time, the global and local competition between financial institutions has become more […]

Pages: 39 Words: 11609 Topics: Bank, Customer Satisfaction, Hypothesis, Online Banking, Research, Service Quality

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 […]

Pages: 43 Words: 12773 Topics: Customer Satisfaction, Employee Retention, Hypothesis, Qualitative Research, Quantitative Research, Research, Service Quality

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 […]

Pages: 29 Words: 8806 Topics: Apartment, Customer Satisfaction, Employment, Ownership, Research, Service Quality, Water

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 […]

Pages: 29 Words: 8790 Topics: Behavior, Brand, Customer Satisfaction, Employee Retention, Research, Service Quality

Islamic and Conventional Banking and Customer Satisfaction

Customer satisfaction is a business term which measure that how products and services supplied by a company or business organisation meet or fulfil customer expectations. Customer satisfaction is believed a very important and key performance indicator within a business. In a competitive marketplace where businesses compete for customers, customer satisfaction is a key differentiator and […]

Pages: 16 Words: 4679 Topics: Bank, Customer Satisfaction, Economy, Inductive Reasoning, Research, Service Quality

Islamic Banking and the Islamic Loan

In order to have better understanding towards this research, in this chapter I will describe the development of Islamic Loan in Malaysia, and discuss about the different between theories and practical of Islamic Loan. At the same time, this chapter will preferably describe in details regards on Islamic Loan. This research is to study the […]

Pages: 24 Words: 7163 Topics: Bank, Customer Satisfaction, Data Analysis, Reliability, Research, Service Quality

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 […]

Pages: 45 Words: 13600 Topics: Bank, Data Analysis, Online Banking, Research, Retail, Service Quality, Trust

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 […]

Pages: 45 Words: 13408 Topics: Case Study, Customer Satisfaction, Online Shopping, Qualitative Research, Quantitative Research, Research, Service Quality

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 […]

Pages: 56 Words: 16809 Topics: Case Study, Data, Qualitative Research, Quantitative Research, Research, Service Quality, Supply Chain

Customer Satisfaction Towards Service Quality

QUESTIONAIRE ABSTRACT In any business-to-customer (B2C) type ofenvironment, satisfying a customer is the ultimate goal and objective. More often than not, it can be quite an issue. This is perhaps due to the fact that organizations sometimes do not really understand of what actually goes on in a customer’s mind. As such, this predicament has […]

Pages: 32 Words: 9450 Topics: Bank, Customer Satisfaction, Economy, Research, Retail, Service Quality

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 […]

Pages: 58 Words: 17545 Topics: Bias, Brand, Customer Satisfaction, Research, Service Quality, Strategic Management

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 […]

Pages: 35 Words: 10528 Topics: Customer Satisfaction, Economy, Research, Retail, Service Quality, Strategic Management

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 […]

Pages: 40 Words: 12146 Topics: Brand, Customer Satisfaction, Ford Motor Company, Service Quality, Strategic Management, Target Market, Toyota

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. […]

Pages: 32 Words: 9511 Topics: Customer Satisfaction, Service Quality

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 […]

Pages: 51 Words: 15367 Topics: Behavior, Brand, Employee Retention, Qualitative Research, Research, Retail, Service Quality

Effects of Website Attributes on Customer Satisfaction in E-commerce

ABSTRACT This study investigates the important attributes of online web stores in e-commerce by examining the possible website elements that determine different aspects of the association between customer’s satisfaction and e-commerce website attributes. A questionnaire consisting of 24 items was completed by 60 respondents. The instrument for this study was developed on the basis of […]

Pages: 25 Words: 7610 Topics: Customer Satisfaction, Economy, Online Shopping, Research, Retail, Service Quality

Origins of Servqual Model

In chapter 1, an overview of the whole dissertation has been provided. It can be considered as a backbone of the dissertation with the clear objectives and purposes stated. As an illustration, the chapter has mentioned about the overview of Vietnam banking system as well as credit services in Vietnamese bank in general and BIDV […]

Pages: 15 Words: 4523 Topics: Customer Satisfaction, Economy, Research, Service Quality

Re-patronage Intentions in Restaurants

Re-patronage Intentions in Restaurants “The relationship between Dining attributes Customer satisfaction and Re-patronage Intentions in Restaurants” ABSTRACT             This Research is intended to study the relationship between dining attributes, customer satisfaction and customer’s re-patronage intentions in the perspective of the restaurant industry. The respondents were 105 restaurant patrons who completed the self constructed questionnaire. Optimal […]

Pages: 31 Words: 9286 Topics: Brand, Customer Satisfaction, Reliability, Research, Restaurant, Service Quality

The Online Game

CHAPTER ONE INTRODUCTION 1.1 Introduction Online gaming is one of the most popular entertainments among the citizen in this world no matter what ages they are. Due to the advancement in the technologies, it has brought lots of growth in this industry since early of 2000s. This growth has been developed online game market into […]

Pages: 33 Words: 9930 Topics: Customer Satisfaction, Data Analysis, Online Shopping, Reliability, Research, Service Quality, Video Games

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 […]

Pages: 23 Words: 7037 Topics: Customer Satisfaction, Economy, Research, Service Quality

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 […]

Pages: 31 Words: 9447 Topics: Customer Satisfaction, Economy, Research, Service Quality

What Affects Customer Satisfaction and Behavioral Intentions?

Introduction: Aim of Project: Perception of Chinese restaurant in the U.S: What affects customer satisfaction and behavioural intentions? Objectives: To analyse the customer’s behavioural intentions for Chinese restaurant in U.S. To analyse the perception of Chinese restaurant in the U.S. To evaluate and analyse what affects customer satisfaction and behavioural intentions. The United States is […]

Pages: 21 Words: 6291 Topics: Behavior, Customer Satisfaction, Customer Service, Qualitative Research, Research, Restaurant, Service Quality

Fast-growing Tourism Industry

Kandampully (2000) defines tourism as a unique product as it is composite in nature, an amalgam of the tangible and intangible which includes everything that tourist’s experience. Tourism is a fast-growing industry, which now had become one of the industries that playing an important role in financial status of a country. The number of the […]

Pages: 40 Words: 12012 Topics: Brand, Customer Satisfaction, Data Analysis, Hypothesis, Innovation, Research, Service Quality

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 […]

Pages: 32 Words: 9484 Topics: Case Study, Customer Satisfaction, Employee Retention, Qualitative Research, Quantitative Research, Research, Service Quality

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 […]

Pages: 14 Words: 4209 Topics: Benchmarking, Brand, Customer Satisfaction, Economy, Employment, Service Quality

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 […]

Pages: 10 Words: 3003 Topics: Brand, Coffee, Feedback, Retail, Service Quality, Target Market


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. […]

Pages: 9 Words: 2774 Topics: Scientific Method, Service Quality

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 […]

Pages: 10 Words: 2999 Topics: Bank, Economy, Interest, Research, Service Quality
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