Master thesis service quality

The second part is an empirical study based on expert interviews carried out in different companies. A study represented in Table 2.

service quality and customer satisfaction questionnaire

This approach has been criticized by several authors for a number of weaknesses. Finally, the study would come out with recommendations which when adopted and implemented would help fashion out policies to address the deficiencies and pitfalls in the service delivery which consequently translates to customer loyalty.

service quality dissertation

Not all quality measurements obtain a proportional increase of customer satisfaction and not all enhancements of customer satisfaction induce increased customer loyalty and revenue maximization.

For this reason a standardised and commonly agreed-upon definition does not exit.

Master thesis service quality

H Abstract The free market economy and its burgeoning competitiveness provide the customer with increasing decision-making power and, consequently, his or her wishes tend to be included in the service process. When an organization implements quality and loyalty practices through its customer service policies, it gains a level of loyalty from the customer that drives and increases the ability to maximize revenue.

The requirements arise from the use of the product or the goal of the activity by accounting for the realisation possibilities.

Service quality in airlines industry pdf

H Abstract The free market economy and its burgeoning competitiveness provide the customer with increasing decision-making power and, consequently, his or her wishes tend to be included in the service process. McCollin et al. Synthesize above literature, we used three dimensions: popularity, product value and convenience to measure online store image. Bruhn , 29 The DIN ISO rule describes quality as the totality of features and characteristics of a product or a service, which refers to the capability to fulfil given requirements. A customer-relationship is endangered if the customer has already reflected once or more about terminating the relationship. As a result, the consequences of delivering quality service to customers must be of great concern to every organization. Companies operate within a complex economic system, and are continuously exposed to changes and to new kinds of competition.

Investments in customer satisfaction do not always provide the expected output. Chapter Two focused on literature review. Dichter stressed that image certainly was not referred to the individual characteristic or the quality, but the store overall image in the customer heart.

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