Service Quality and Customer Expectation

Powerful Essays
Topics:
ktPROJECT REPORT ON
SERVICE QUALITY & CUSTOMER EXPECTATION
IN LIFT PRODUCTS

Submitted By,
RUDRA PRATAP MAHARATHY
REGD. NO.-
UNDER THE GURDIANCE OF
Internal Guide, External Guide,
Prof. Budhaditya Padhi Mr.

ACKNOWLEDGEMENT
I would like to express my gratitude to the management of JOHNSON LIFTS PRIVATE LIMITED, Bhubaneswar for giving me the opportunity to undertake my summer internship program in the company which gave me an insight into the working of the company and the Lift industry sector as a whole.
I owe my sincere thanks and heartfelt gratitude to Mr. K. Ramesh who gave time to share their thoughtful criticism and suggestions to improve the work. Their contribution gave me valuable insights into this project and immense knowledge of the area. I am thankful to Prof. (DR.) SUJATA MANGARAJ (DEAN-MBA, REGIONAL COLLEGE OF MANAGEMENT, AUTONOMOUS) and Prof. BUDDHADITYA PADHI for their help and guidance at every stage to help me complete this project on time.

Last but not the least, I would also like to thank my institute REGIONAL COLLEGE OF MANAGEMENT (AUTONOMOUS), for inculcating in me the management knowledge and skills and then providing me with the best opportunity to apply and update my knowledge and skills through summer internship in such an esteemed organization.

RUDRA PRATAP MAHARATHY

DECLARATION
I RUDRA PRATAP MAHARATHY hereby declare that this project report entitled “AN ANALYSIS OF SERVICE QUALITY & CUSTOMER EXPECTATION IN LIFT PRODUCTS; WITH FOCUS ON JOHNSON LIFTS.”, submitted by me, under the guidance of Prof. BUDDHADITYA PADHI, Prof. in Marketing Department of REGIONAL COLLEGE OF MANAGEMENT (AUTONOMOUS) is my own and has not been submitted to any other University or Institute or published earlier.

Place:BHUBANESWAR
Date: RUDRA PRATAP MAHARATHY

INDEX
CHAPTER-1
* Introduction…………………………………………………………………..5 * About the Lift Industry…………………………………………………..6-12
CHAPTER-2
* About Johnson Lifts

You May Also Find These Documents Helpful

  • Powerful Essays

    Customer service quality and customer service expectations in banking sector. Abstract This research explores the relationships between service quality, customer involvement and customer satisfaction in the highly competitive banking sector. The study sought to identify the most important attributes in bank settings, which may be used to review characteristics of the banks as experienced by customers. The main aim is to find out customer service quality performed by banks at present and expectations…

    • 3713 Words
    • 15 Pages
    Powerful Essays
  • Better Essays

    03 Customer expectations of service L EARNING O BJECTIVES This chapter’s objectives are to: 1 Recognize that customers hold different types of expectations for service performance. 2 Discuss the sources of customer expectations of service, including those that are controllable and uncontrollable by marketers. 3 Acknowledge that the types and sources of expectations are similar for end consumers and business customers, for pure service and product-related service, for experienced customers and…

    • 10169 Words
    • 41 Pages
    Better Essays
  • Satisfactory Essays

    the way the employees will behave the customers. In order to achieve this, there are some subtle behaviors that can send the most powerful messages to the customers. These involve the prompt initiation of the conversation, verbal greeting, getting customer committed which are all to welcome the customer as a guest. Hi is a good word with a smile on face to greet. Apart from these, icebreakers are also important which dispel the suspicious thoughts of the customers by using some compliments, comments…

    • 505 Words
    • 3 Pages
    Satisfactory Essays
  • Better Essays

    Quality customer service

    • 2283 Words
    • 10 Pages

    PROJECT 1 Reasons for customer service problems include the following: 1. Not listening to or collecting information from customers. It is surely self-evident that listening to the customers is fundamental to providing a high level of customer care. Self-evident it may be, but surprisingly few organisations and individuals possess and use good listening skills. People are all so very different. We come from such a wide variety of backgrounds and cultures. We all have different ways of thinking…

    • 2283 Words
    • 10 Pages
    Better Essays
  • Powerful Essays

    SOCIAL AND APPLIED SCIENCES DEPARTMENT OF BUSINESS & ECONOMICS Master Research Proposal Improving Customer Service Quality in 4-5 Star Hotels in North Cyprus Student Name - Asif HUSSAIN Supervisor Prof. Dr. ERDAL TURKAN Email: asif_del04@yahoo.com Address:13,Kucuk Medrese sokak Lefkosa 27-01-2011 1. Title: Improving customer service quality in 4-5 Star Hotels in North Cyprus 2. Background This research will focus on an additive exploration…

    • 3447 Words
    • 14 Pages
    Powerful Essays
  • Powerful Essays

    Impact of Service Quality on Customer Satisfaction of Mobile Users – A Case Study of Airtel ISSN 2319-9725 Dr. Rajesh K. Yadav Associate Professor & H.O.D. Department of Management RKDF College of Engineering, Bhopal, India Mr. Nishant Dabhade Assistant Professor, Department of Management RKDF College of Engineering, Bhopal, India Abstract: Qualitative services deregulation or free competition and new technology have increased competition and widened the range of network services available throughout…

    • 6710 Words
    • 48 Pages
    Powerful Essays
  • Powerful Essays

    CUSTOMER SATISFACTION MEASUREMENT IN HOTEL INDUSTRY: CONTENT ANALYSIS STUDY Ivanka Avelini Holjevac University of Rijeka Faculty of Tourism and Hospitality Management Opatija Opatija, Croatia e-mail: Ivanka.Avelini.Holjevac@fthm.hr Suzana Marković University of Rijeka Faculty of Tourism and Hospitality Management Opatija Opatija, Croatia e-mail: Suzana.Markovic@fthm.hr and Sanja Raspor University of Rijeka Faculty of Tourism and Hospitality Management Opatija Opatija, Croatia e-mail: sraspor@veleri…

    • 6868 Words
    • 28 Pages
    Powerful Essays
  • Powerful Essays

    | |Manage Quality Customer Service | |This unit describes the performance outcomes, skills and knowledge required to develop strategies to manage organisational systems that ensure | |products and services are delivered and maintained to standards agreed by the organisation. Many managers are involved in ensuring that | |products and services are delivered and maintained…

    • 4531 Words
    • 19 Pages
    Powerful Essays
  • Better Essays

    How can Quality, Time and Cost be balanced? “Quality” does not come about by accident; it is achieved through careful planning and execution. Customers regardless of who they may be deserve the best quality product your department can supply. As part of the planning process, it’s important to ensure you have a good understanding of the quality level your customers require and expect from the product you are providing. “Quality is the characteristics of a product, system, service or process…

    • 980 Words
    • 4 Pages
    Better Essays
  • Good Essays

    Manage quality customer service SECTION 1 Assessment Activity 1 Develop and document, on behalf of an organization for which you do or might work, a detailed process whereby it will possible to investigate, identify, assess and include the needs of customers in planning processes. Private Schooling The first process is investigating why Parents would choose Private Schooling for their child/ren. The School would investigate the following. Investigate the needs of families in the local area…

    • 2339 Words
    • 10 Pages
    Good Essays