improving ISDN service 1. Executive Summary The national telecom provider‚ MakTel‚ faces poor sales of ISDN service for several years. Although the service was introduced e years ago‚ utilization is less than 50%. Poor sales of the ISDN arise from quality of the service delivery. Applying Pareto analysis about failures in the service delivery shows that the main problem is poor quality of network terminals and unqualified technicians (uneducated) for provisioning of the ISDN service. By reducing
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Proposed Research Title: A critical evaluation of the consumer attitude towards fast foods – case study on McDonald - UK 1.1 INTRODUCTION TO THE STUDY Referring to Solomon (2006‚ p.27)‚ Consumer behaviour is a review of an individual or a group on how they go about with a product from the very beginning of selecting a product to disposal. The primary function of consumer behaviour is how one individual chooses to spend their resources wisely in order to meet their consumption. The study of consumer
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employee of the resort and some of their customers. It specifically determined the profile of the personnel of the resorts‚ the respondents assessment to the services offered along with the five dimension of service quality of the resort‚ the significant difference between the assessments of the two groups of respondents in the different services offered by the selected resorts and the course of action that may propose to improve the performance of the personnel of selected resorts. The study used
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Strategy Innovation for Taza Mia Coffee‚ Philippines: Service Quality Approach Prof. Ramon George Atento‚ MBA‚ Faculty of College of Business and Accountancy Lyceum of the Philippines University-Laguna‚ Philippines; george_atento@lpl.edu.ph Christelle Mae Angulo Student of College of Business and Accountancy Lyceum of the Philippines University-Laguna‚ Philippines; christelle.angulo@ymail.com Diane Carandang Student of College of Business and Accountancy Lyceum of the Philippines University-Laguna
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paper seeks to focus precisely on the automobile industry. The purpose of this paper is to understand how service recovery influences profitability in the mobile industry. In order to better demonstrate this‚ Honda will be referenced with respect to the service recovery strategy adopted by the company in the modern business and how the strategy has help influence performance following service failure.
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the friendly staff‚ longer opening hours and convenience makes up for this. This opinion has now changed following recent events. Mr Shelton drops off hes laundry for a service clean‚ and when he arrives at the store to collect it he ’s was informed that a new computer system has been installed and this is to improve services for customers. Unfortunately when Mr Shelton arrives at the store a few days later‚ he ’s informed that his laundry had been misplaced! The store carry out a thorough search
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theoretic base to guide the research direction and to develop appropriate scale for measuring customer satisfaction in leisure industry. Earlier researchers found that there has been a close association between research on consumer satisfaction and quality measurement‚ therefore‚ the SERVQUAL model is chosen to apply in this context with some modifications. 2.1 Customer satisfaction A variety of researcher has devoted to define the nature of customer satisfaction. Kotler (2000) defined satisfaction
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Decision Support Systems 52 (2012) 645–656 Contents lists available at SciVerse ScienceDirect Decision Support Systems journal homepage: www.elsevier.com/locate/dss Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model Ling Zhao a‚ Yaobin Lu a‚⁎‚ Long Zhang a‚⁎‚ Patrick Y.K. Chau b a b School of Management‚ Huazhong University of Sci. and Tec. Wuhan 430074‚ China
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Name : Tutor : Title : MARKETING SERVICES AND EXPERIENCES Institution : @2013 Executive Summary In any kind of business‚ a customer is always considered as the greatest asset. No business can survive without customers. This is the reason why businesses‚ organisations and companies must ensure that they win the attention of their customer through the use of customer satisfaction strategies. There are many different
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SERVICE QUALITY AND CUSTOMER SATISFACTION OF THE BEAUTY-CARE SERVICE INDUSTRY IN DHAKA: A STUDY ON HIGH-END WOMEN’S PARLORS Parisa Islam Khan‚ Eastern University Ayesha Tabassum‚ Eastern University The beauty-care service industry is one of the flourishing industries in Dhaka‚ the capital and largest city‚ in terms of population density‚ in Bangladesh. The growing number of beauty-conscious women and their demand for variety of services cater to the growth and importance of this industry. This study
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