Service Quality And Customer Satisfaction
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Service Quality
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Author : Roland T. Rust
language : en
Publisher: SAGE
Release Date : 1994
Service Quality written by Roland T. Rust and has been published by SAGE this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994 with Business & Economics categories.
The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.
Effects Of Perceived Service Quality On Customer Loyalty And Repurchase Intentions The Mediating Role Of Customer Satisfaction
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Author : Shahrukh Salman
language : en
Publisher: Anchor Academic Publishing
Release Date : 2017-09-19
Effects Of Perceived Service Quality On Customer Loyalty And Repurchase Intentions The Mediating Role Of Customer Satisfaction written by Shahrukh Salman and has been published by Anchor Academic Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-09-19 with Business & Economics categories.
The primary objective of this study is to gauge the effect of perceived service quality on customer loyalty and repurchase intentions through customer satisfaction in Lahore, Pakistan. Therefore, the significance of customer satisfaction for customer loyalty and repurchase intentions is explained. Customer satisfactions play a mediating role between perceived service qualities, customer loyalty and repurchase intentions. The population of the research is constituted of the potential customers of Lahore and the sample size amounts to 230.
Assessing The Role Of Service Quality On Customer Satisfaction
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Author : Cherinet Alemgena Kuri
language : en
Publisher:
Release Date : 2017-04-01
Assessing The Role Of Service Quality On Customer Satisfaction written by Cherinet Alemgena Kuri and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-04-01 with categories.
Service Quality
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Author : Benjamin Schneider
language : en
Publisher: SAGE
Release Date : 2004
Service Quality written by Benjamin Schneider and has been published by SAGE this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Business & Economics categories.
The last three decades have seen a dramatic increase in the attention businesses devote to their quality of service. Scholars and researchers in a number of disciplines, including marketing, human resources I/O psychology, sociology, and consumer behavior, have all made substantial contributions to understanding what service is, how service and service delivery quality are experienced by customers, and the role of employees and their organizations in service delivery. Service Quality: Research Perspectives presents a comprehensive overview and analysis of the field and its research, including its growth, emerging trends, and debates
Service Delivery And Customer Satisfaction The Case Of Burayu Town Municipality Ethiopia
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Author : Ebisa Bakana
language : en
Publisher: GRIN Verlag
Release Date : 2020-10-13
Service Delivery And Customer Satisfaction The Case Of Burayu Town Municipality Ethiopia written by Ebisa Bakana and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-10-13 with Business & Economics categories.
Research Paper (postgraduate) from the year 2020 in the subject Organisation and administration - Public administration, , language: English, abstract: The main objective of the study was to analyze the quality of public service delivery and to examine the level of customer’s satisfaction in Burayu Town Municipality, Oromia Region. The study was conducted to identify the level of service quality and customers’ satisfaction at the municipality. The total of 412 customers who were the service users of the municipality were selected as a sample size by using Yamane Taro’s sample selection formula as a study subjects. The study used convenience sampling method for sample selection of respondents’ and purposive sampling for interview of Public Service Manager. Open-ended questionnaires, closed ended questionnaires and interview were employed for data collection. Regarding research methodology; the researcher employed explanatory research method with both qualitative and quantitative data type. The analysis conducted using Microsoft Office Excel 2007 and presented by using tables, graphs, frequency distribution and percentage. From the study it was found that service quality dimensions were positively related to customer satisfaction; as service quality meets customers’ expectation it leads to customers’ satisfaction. The result indicates that the dimensions of service quality measures were not fully practised by the municipality, which results in low level of service quality and customers’ satisfaction. Municipal officials need to ensure that all tangible attributes related to employee performance create a desirable impact on customer perception of quality. This is important as customer continue to look for tangible cue as a means to reduce perceived service quality and describe their service experience in Burayu town municipality.
The Influence Of Service Quality On Customer Satisfaction
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Author : Navid Fatehi Rad
language : en
Publisher: LAP Lambert Academic Publishing
Release Date : 2011-06
The Influence Of Service Quality On Customer Satisfaction written by Navid Fatehi Rad and has been published by LAP Lambert Academic Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-06 with Customer relations categories.
In this research customer satisfaction and service quality have been considered as important factors for any organizations. However, empirical evidence concerning the relationship between customer satisfaction and service quality, offered by organizations, has remained unclear. This research tested a service quality model SERVQUAL to measure customer satisfaction with the delivery of service. Communication and its influence on customer satisfaction also evaluated. It must be mentioned that the American Customer Satisfaction Index was used to measure the overall satisfaction of customer. Five main dimensions of the service quality model SERVQUAL which were applied are tangibility, reliability, responsiveness, assurance and empathy and also the influence of communication on customer satisfaction is were tested during this survey. The model was applied to the customers who had previous experience from private hospitals on Penang Island. The purpose of this study was to investigate the factors that contribute to customer satisfaction in Penang's' private healthcare centers. The study helps to examine and understand the factors influenced in determining customer satisfaction.
Service Quality On Customer Satisfaction And Loyalty
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Author : Getnet Tilahun Wagye
language : en
Publisher: LAP Lambert Academic Publishing
Release Date : 2013
Service Quality On Customer Satisfaction And Loyalty written by Getnet Tilahun Wagye and has been published by LAP Lambert Academic Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013 with categories.
Now a day the form of business activity has been changed from manufacturing sector into service sector businesses at global level. This actually takes the stake of the lion both in developing and developed countries everywhere in the world. This change ultimately intensifies the degree of competition across the world, while customers perceived very little difference among the service rendering organization on the same and different industries because service is variable and tangible by nature. Therefore, in such complex business sectors, service quality has vital role and an engine on customer satisfaction and loyalty to stay and to be competent enough in the market. This book, therefore, provides a means of success for those service sectors' firms supplemental to create service differentiation and to excel its competing industries in the sector. This Book helps to shed some light on these new and exciting service businesses, and be supposed to useful especially for those who are being involved in any service sectors' business like banks &credit institution, hotels, transportation, schools, hospitals, professionals and others will be benefited from this book.
Service Quality Management In Hospitality Tourism And Leisure
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Author : Connie Mok
language : en
Publisher: Routledge
Release Date : 2013-01-11
Service Quality Management In Hospitality Tourism And Leisure written by Connie Mok and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-01-11 with Business & Economics categories.
Does your staff deliver the highest quality service possible? Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical applications! Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world. This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Topics covered include: services management marketing operations management human resources management service quality management Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference.
Delivering Satisfaction And Service Quality
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Author : Peter Hernon
language : en
Publisher: American Library Association
Release Date : 2001
Delivering Satisfaction And Service Quality written by Peter Hernon and has been published by American Library Association this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Business & Economics categories.
Good customers expect excellent service. Increasingly, library customers are looking to online services instead of to the library for information. For every library that wants to win satisfied customers and bring those that have strayed back into the library, here are proven tools to assess needs and improve service.
How To Measure Service Quality Customer Satisfaction
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Author : Chuck Chakrapani
language : en
Publisher: South Western Educational Publishing
Release Date : 1998
How To Measure Service Quality Customer Satisfaction written by Chuck Chakrapani and has been published by South Western Educational Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 1998 with Customer services categories.
You've heard the buzzwords: service quality; quality improvement; customer satisfaction. You've seen the techniques: fishbone diagrams; flow charts; brainstorming. Never before have so many service quality and customer satisfaction techniques been gathered, efficiently organized, and clearly presented in a single volume. This unique guide takes you through the maze of measurement tools, explaining each with clarity using exhibits and examples. Parts I and II give an overview of what service quality is and how standard measurement techniques can actually mislead if used incorrectly. In Part III, Chakrapani uses his "P3D3" matrix to explain which tool works best for different measurement needs. Part IV describes how to measure customer satisfaction, and Parts V and VI tie it all together with a discussion of developing a philosophy of quality and an overview of how to apply the right tools to different measurement problems. This book is an excellent introduction to those who are new in the field, as well as an indispensable reference for veterans in service quality and customer satisfaction.
