"Project Report On A Study On Customer Perception Towards Service Quality" Essays and Research Papers

Project Report On A Study On Customer Perception Towards Service Quality

Customer Perceptions of Bank Service Quality in a Developing Country: Some Evidence from the Turkish Republic of Northern Cyprus Hüseyin ARASLI - Salih KATIRCIOĞLU - Salime Mehtap SMADI Eastern Mediterranean University, TRNC Hüseyin Araslı is an Assistant Profesor of Management at Eastern Mediterranean University. He has been teaching management courses for 8 years in Tourism Department and recently published several articles in different journals; for example, in journal of small business managment...

Bank, Business terms, Cyprus 726  Words | 3  Pages

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Report On Service Quality Of Remington Hotel

Report on Service Quality of Remington Hotel Introduction The concept of quality holds a central place in the hotel industry where servicing is the main part of the business. Lewis and Booms (1983) commented that service quality is “a measure of how well the service match with the customer expectations” on a consistent basis. Parasuraman et al (1985, p. 42) stated, “Quality is an elusive and indistinct construct” Quality is comparison between expectation and performance. Parasuraman et al (1988)...

Customer, Customer satisfaction, Dimension 1668  Words | 6  Pages

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Discuss the differences between service quality perceptions of service quality and customer satisfaction

the differences between service quality, perceptions of service quality and customer satisfaction (Section 1). Should sport service managers prioritize one of them? If yes, which and why (Section 2)? Support your arguments with sport examples. Section 1 In the current economic climate, affected by trade liberalisation and globalisation organisations face a highly competitive market. Due to such, there has been a shift from production-led philosophy to that of a customer-focused approach (Gronroos...

Business models, Customer service, Marketing 1542  Words | 6  Pages

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Evaluating Services by a Customer Service Department

American International University-Bangladesh (AIUB) Proposal On “Evaluating Services by a Customer Service Department” A study on Real Estate and Developer Business in Bangladesh Supervised By: DR. MD. FARUQUE HOSSAIN Faculty of Masters of Business Administration American International University-Bangladesh (AIUB) Submitted By; Debnath,Pragya Paramita ID- 11-95135-3 Course name: Research...

Business school, Customer, Customer service 746  Words | 4  Pages

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Sservice Quality and Customer Satisfaction

Service quality has been recognized as a key factor in differentiating service products. Customer satisfaction can be secured through high quality products and services (Getty & Getty, 2003; Gupta & Chen, 1995; Tsang & Qu, 2000). Edvardsson (1996) reflected that the concept of service should be approached from the customer's point of view, since it was his/her perception of the outcome that constituted the service. Customers may have different values and different grounds for assessment and most...

Business models, Hospitality, Hospitality industry 1914  Words | 6  Pages

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manage quality customer service

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...

Better, Cost, Costs 980  Words | 4  Pages

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Report on Customer Service

CASE STUDY: CUSTOMER SERVICESERVICE ENCOUNTER” Teacher John O’Grady Tammy Clarissa 24 March 2011 Contents Executive Summary 3 Introduction 4 Service Encounter 5-6 * Types 6-7 Conclusion 8 Bibliography 9 Executive Summary These days, services are very commonly sought. For a business, if one has good service towards its customers, it will surely gain repeat business, loyalty and thus, built relationships with their customers. Service encounter is mainly...

Customer, Customer service, Good 1393  Words | 5  Pages

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Customer Satisfaction in the Tourism and Hospitality Industry: Analysis on Service Quality and Service Failure

1.0 TITLE OF THE STUDY Customer Satisfaction in the Tourism and Hospitality Industry: Analysis on service quality and service failure 2.0 BACKGROUND OF THE STUDY / INTRODUCTION Customer satisfaction plays a crucial role for success and survival in today’s competitive market. Customer satisfaction is considered a prerequisite for customer retention and loyalty, and obviously helps in realizing economic goals like profitability, market share, return on investment, etc. (Scheuing, 1995; Reichheld...

Customer, Customer satisfaction, Hospitality industry 1978  Words | 6  Pages

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Evaluate Customers’ Expectation and Perception Levels Towards Service Quality of Front Office Staff at the Fernandina Hotel.

Questionnaire This questionnaire is a part of a research study of BSHRM students of Polytechnic University of the Philippines as a partial fulfillment for the subject Rooms Division Management and Control System. The objective of the research is to evaluate customers’ expectation and perception levels towards service quality of front office staff at the Fernandina Hotel. Part I: Personal Data 1. Gender _ 1) Male _ 2) Female 2. Age _ 1) Below 25 years old ...

Bellhop, Hotel, Receptionist 719  Words | 3  Pages

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Service Quality of Hdfc

SUMITIKA GUPTA(ROLLNO 22) TOPIC OF PROJECT REPORT:- TO STUDY SERVICE QUALITY OF HDFC BANKS.(UNDER MARKETING FIELD). COMPANY:- HDFC BANK. DATE OF SUBMISSION:-15OF SEP;2012. Introducation of sevice quality:- In the days of intense competition, the banks are no different from any other consumer marketing company. It has become essential for the service firms in general and banks in particular to identify what the customer's requirements are and how those customer requirements can be met effectively...

Bank, Internet service provider, Marketing 1368  Words | 5  Pages

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Discussion on price perception and service satisfaction would affect the development of Low Cost Carriers in Hong Kong airline industry

Research Proposal Topic area: Low Cost Carrier Discussion on price perception and service satisfaction would affect the development of Low Cost Carriers in Hong Kong airline industry Introduction There are four airlines in Hong Kong which are Cathay Pacific, Dragonair, Hong Kong Airline and Hong Kong Express. Cathay Pacific reveals merger-driven consolidation that Dragonair became a member of Cathay Pacific Group in 2006. On the other hand, HaiNan Airline acquired both Hong Kong Airline and...

Airline, Cathay Pacific, Hong Kong 1308  Words | 3  Pages

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Customer Service

launching the project: In the elevators industry, the Otis brand stood for technological leadership, reliability and quality. The industry was very competitive and had many manufacturers but Otis was the leader in the sales and service markets. The sales market was cyclical and the service market was stable. In 1981, North American Operations, Otis’ second largest division, investigated the feasibility of using IT to establish a centralized customer service department to accept customer requests for...

Consultative selling, Customer, Customer service 796  Words | 3  Pages

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a study on customer perception

This study was conducted to find out the Dealer’s perception about JK Tyre, Personal interview with questionnaire of dealer’s are taken. I have designed this questionnaire to find out what a dealer think about the company’s policy, after sales service , product quality , demand of the product in market and the feedback which he received from the customer. These information’s helped me in finding out the overall perception of a dealer about the company. To find out the overall perception of a customer...

Customer, Customer service, Good 1332  Words | 15  Pages

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customer perception about brand reality

RESEARCH PROPOSAL Title “ Customer perception about reliability and how this can be used a marketing tool in retail industry (Case study of Tesco plc)” 1. Introduction: The retail industry plays a significant role in the development and growth of overall economy of a nation. In countries such as UK, retailers have positioned themselves in such a way that they are able to cater all types of customers’ needs and wants. (Economic Survey, 2012). The major retailers...

Customer, Customer relationship management, Customer service 2181  Words | 6  Pages

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Service Quality

of service quality; also include the dimension of service quality based on 10 dimensions with 97 determinants of quality relating to service which may cause such a gap. They were reliability, responsiveness, competence, access, courtesy, communication, creditability, security, understating or knowing the customer, and tangibles. Generalization of quality dimensions was not possible among all types of services taken together, however important insights were available pertaining to each service type...

Customer, Customer service, Dimension 1236  Words | 4  Pages

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Customer perception is defined as the way that customers usually view or feel about certain services and products. It can also be related to customer satisfaction which is the expectation of the customer towards the products. In general psychological terms, perception is our ability to make some kind of sense of reality from the external sensory stimuli to which we are exposed. Several factors can influence our perception, causing it to change in certain ways. Consumer perception theory is any...

Attention, Cognition, Marketing 1183  Words | 3  Pages

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* a Comparative Study Of Price Earnings Multiple Of Top It Sector Companies Of India Using Stable Dividend Discount Model A COMPARATIVE STUDY OF PRICE EARNINGS MULTIPLE OF TOP IT SECTOR COMPANIES OF INDIA USING STABLE DIVIDEND DISCOUNT MODEL. Report By PRIYA BATRA (PGDM No 11101... Premium * Research Report On Consumer Prefrence Towards Mobile Handsets Study of Consumer Buying Behavior regarding the different Brands of Mobile Handsets (Research Project Report) Submitted to... Premium *...

Brand, Business, Chain store 638  Words | 3  Pages

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customer perceptions towards discounted products

Study of consumer perceptions towards discount offers Abstract This research study examined consumers' perceptions of products they purchased under discount offers, and their effects on repurchase intentions of the same products after the end of the offers. The research began with an exploratory study of marketers' observations of the effectiveness of consumer discount programs, and consumers' opinions regarding the products. The findings of this exploratory research were used to develop hypotheses...

Brand, Brand equity, Brand management 1854  Words | 6  Pages

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Topics for Mba Project


Customer relationship management, Customer satisfaction, ICICI Bank 1383  Words | 5  Pages

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Reliance Fresh Project Reports

“CONSUMER PERCEPTION AND THEIR BUYING BEHAVIOUR TOWARDS “RELIANCE FRESH” SUPERMARKETS NEW DELHI, INDIA.” Chapter 1: Introduction Reliance Retail: Retailing is the interface between the producer and the individual consumer buying for personal consumption. This excludes direct interface between the manufacturer and institutional buyers such as the government and other bulk customers. A retailer is one who stocks the producer’s goods and is involved in the act...

Commerce, Consumer behaviour, Dhirubhai Ambani 1666  Words | 6  Pages

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Quality of Service for Customers in Hotels

For a hotel always concerned about the quality of their service to their customers. However, customers are not satisfied about the quality of those serving. That has led to customers began to complain about the quality of service. Most hotels are known complaints have reduced the assessment of. Especially the complaints related to the long wait at check-in and checkout. This essay will discussion of the factors contributing to the complaint and proposed solutions to resolve them. Check-in and...

Customer, Customer service, Hotel 1972  Words | 6  Pages

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Service Quality Gaps Model

gaps model of service quality was first developed by a group of authors at Texas A&M and North Carolina Universities, in 1985. Based on exploratory studies of service such as executive interviews and focus groups in four different service businesses, the authors proposed a conceptual model of service quality indicating that consumers’ perception toward a service quality depends on the gaps existing in organization – consumer environments. Theory of the Gaps Model Perceived service quality can be defined...

Customer service, Perception, Philosophy of perception 801  Words | 3  Pages

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Quality customer service

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...

Customer, Customer satisfaction, Customer service 2283  Words | 7  Pages

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Managing Customer Perceptions of the Business Environment for Competitive Advantage

Managing customer perceptions of the business environment for competitive advantage By: Toni Hilton, PhD Westminster Business School, UK and Warwick Jones, PhD University of the West of England, UK Journal of Customer Behavior, 2010, Vol. 9, No. 3, pp. 265-281 Article Summary Per Bendapudi and Berry, the environmental influences consumer behavior but does not influence consumers’ trust. Organizations have to research extent of how their marketing environment creates customers’ perceived behavior...

Marketing, Peer review, Perception 1759  Words | 5  Pages

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Ideas for Marketing Projects

* Customer Satisfaction Survey * Consumer Perception Survey * Service Quality Study * Service Blueprinting * Service Process Mapping – Back stage, on-stage * Improving service quality using service blueprinting * Competition Analysis * Service standards * Study on effectiveness of employee’s role in service delivery * Effectiveness of channels (distributors/ DSAs) in service delivery * Effectiveness of channels (on-line/ Internet) in service delivery...

Advertising, Consumer behaviour, Customer service 908  Words | 7  Pages

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Customer Service and Care

Executive summery The following report provides an evaluation and an analysis of customer service and its care and the accomplishment of customer value and satisfaction in the hospitality industry. The report is made by observing the research of different writers and their works. It gives the idea of customer service to what it is with the help of research in one of the hospitality sector. The report shows why customers are the only business to the company. It shows some of the important areas...

Business terms, Customer, Customer service 1663  Words | 5  Pages

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Project Ideas


Conflict, Futures contract, Hedge fund 1330  Words | 5  Pages

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consumers perception towards outsourcing activities in construction industry


Business intelligence, Construction, Management 742  Words | 6  Pages

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Starbucks: Delivering Customer Service – Case Study

its position on the market by connect with its customers, and create “third place” beside home and work, where people could relax and enjoy others or themselves. It was the motto of Starbucks’ owner Howard Schultz and mostly thanks to his philosophy; company has became the biggest coffee drink retailer in the world. However, within the new customer satisfaction report, there is shown some concerns, that company has lost the connection with customers and it must been taken some steps to help Starbucks...

Better, Coffee, Customer 1329  Words | 4  Pages

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A Study on Clientele Satisfaction Towards the Services of Chartered Accountants in Virudhunagar District

A STUDY ON CLIENTELE SATISFACTION TOWARDS THE SERVICES OF CHARTERED ACCOUNTANTS IN VIRUDHUNAGAR DISTRICT INTRODUCTION Chartered Accountancy is a dynamic, challenging and rewarding profession. Indeed it is the bedrock, the methodology of selling confidence that the knowledge sold as consultants has been based on hard learning and experience of analyzing business performance at all levels, of demonstrating a real understanding of the clients business, and the trust that consultancy advice...

Accountancy, Accountant, Bookkeeping 1206  Words | 4  Pages

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Service Quality

Service Quality By definition, a service includes several distinct characteristics. A service is intangible and difficult to store. In a service, customers are extensively present as participants in the process. The inseparability of a service is due to the fact that it is simultaneously produced by the provider and consumed by the customer. This is because services are heterogeneous and known to vary from service – provider to service – provider, from customer to customer, and from day to day...

Customer service, Good, Internet service provider 1044  Words | 4  Pages

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Case study: Managing Customer Quality Service

Contents1.Lifetime Customer Value....................................................1What would you estimate is the lifetime customer value (LCV) of Laura's business at each of the stores?How would you account for any difference?2.Level of Service..................................................................3How would you rate the level of service provided by the two newsagents? Why?3.Customer Satisfaction and Customer Loyalty.........................4Although Laura shopped at the first newsagent...

Customer, Customer service, Good 1662  Words | 5  Pages

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Good: Satisfaction Customer Satisfaction

PROJECT REPORT ON CUSTOMER SATISFACTION (BUSINESS RESEARCH METHODS) APRIL: - 2013 SESSION: - 2012 - 2013 Submitted To: Submitted By: Ms. Sugand Ankit Gupta Assistant Professor MBA II Department of Management Studies 28401 ABSTRACT MY project report gives brief study, on what are Customer Satisfaction and the techniques of achieving Customer Satisfaction. It focuses on customer’s perceptions. Many firms are interested...

Conceptual framework, Customer satisfaction, Exploratory research 1387  Words | 7  Pages

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A Study on Customers’ Perceptions of Online Shopping Service Quality in Klang Valley

importance as well as objectives of the study is described in the last part of this chapter. 1.1 SETTING THE SCENE/ BACKGROUND The Internet has become essential to the worldwide economy, making economic activity more efficient as well as faster and cheaper, besides encompassing social communication in unparalleled methods (OECD, 2008). Global online retail sales are thriving with 13 percent increment yearly from year 2006 to 2011 (see figure 1). According to a report by the Boston Consulting Group (2012)...

Amazon.com, Electronic commerce, Internet 5025  Words | 17  Pages

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Project Proposal on Customer Satisfaction

Customer Satisfaction Of Products / Services In Goel Scientific Glass Works Pvt Lmt. By: - Seema. R. Saxena Introduction Aiming for the customer satisfaction is the most challenging task in every organization. Through the satisfied customers, a firm an easily measure the effectiveness of the business, its potential and position in the industries, and the areas that are needed to polish and improve. Keeping the trust of a customer is not...

Consultative selling, Customer, Customer satisfaction 689  Words | 3  Pages

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Project Report

A Summer Project Report on “Create Awareness about Whirlpool Brand of Accessories and Purifier in the Market and Design a plan to make them a household usage item” Towards partial fulfillment of Master of Business Administration (MBA) (affiliated to U.P. Technical University, Lucknow) Submitted To:- Submitted By: Mrs. Smriti Srivastava Ashok Kumar Gupta Lecturer MBA IIIrd Semester NIEC, Lucknow 2007-2009 PREFACE ...

Business, Distribution, Marketing 1111  Words | 4  Pages

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How to Write a Project Report

Acknowledgement “It is not possible to prepare a project report without the assistance & encouragement of other people. This one is certainly no exception.” On the very outset of this report, I would like to extend my sincere & heartfelt obligation towards all the personages who have helped me in this endeavor. Without their active guidance, help, cooperation & encouragement, I would not have made headway in the project. I am ineffably indebted to NAME for conscientious guidance and encouragement...

Consultative selling, Gratitude, Positive psychology 633  Words | 4  Pages

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Consumer perception towards products and services of McDonald

Annexure Questionnaire Dear Sir/Madam, I am a Student of LALA LAJPAT RAI COLLEGE ENG.& TEC, Conducting a Market Survey on “Consumer perception toward product and services of McDonald”. I request you to fill this Questionnaire and I assure that this data will be used only for study purpose and it will be kept Confidential. 1. First thing that strikes in your mind about McDonald 2. Rating of the following parameters: Strongly agree 1 ...

Delhi, Food, Lala Lajpat Rai 532  Words | 8  Pages

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Crisis Recovery: - Customers’ Perspective Towards Toyota’s Brand Proposal

1.1 Title Crisis Recovery: - Customers’ perspective towards Toyota’s brand. 1.2 Background Crisis is often a very fearful problem for organization around the world. As brand building takes up a very long period, destroying a brand on the other hand only require a blink of an eye. However, each and every organization will have their own module or particular ways to prevent their brand to have negative image in customersperception. But because of the unknown future, crisis might arise from nowhere...

Brand, Brand management, Toyota 2392  Words | 7  Pages

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Literature Review on Customer Attitude Towards Broadband Services

Research Title: Measuring Customer Attitude towards Broadband Services Literature Review Early studies on impacts of broadband computer networks on society mainly focus on offering expert opinions, forecasting future trends, and speculating about the potential of the technology. More recent studies attempted to assess the penetration rate of broadband by focusing on specific types of applications requiring high speed (Chang, Lee, & Middleton, 2004; Cohill, 2005a, 2005b; Lee, O'Keefe, & Yun...

Broadband, Broadband Internet access, Case study 1623  Words | 6  Pages

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The Effectiveness of The Quality of Service by Gokana to Customer Satisfaction

The Effectiveness of the Quality of Service by Gokana, Ramen and Teppan to Customer Satisfaction A thesis that is purpose to ; Mr. Orlando To partial fulfilment of the requirement for completing methodology Subject Created by: Hendra (014201000032) International Business 2010 Class 2 Chapter 1 I. Introduction Effectiveness is the capability of producing a desire result. When something is deemed effective, it means it has an intended or expected outcome, or produces a deep, vivid...

Customer, Customer satisfaction, Customer service 808  Words | 3  Pages

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Customers' attitudes toward store brands in Glasgow supermarkets

Research Project Assessment Title: Literature Review Assignment Title: Customers’ attitudes toward Supermarket brands in Glasgow Tutor Name: Hartog Simon Student ID: 2110948 Date of Submission: May 29, 2014 Customers’ attitudes toward Supermarket brands in Glasgow Introduction In an increasingly competitive environment, companies would better to be customer oriented. After all, the underpinning of the marketing concept is that identification and satisfaction of customer needs...

Brand, Brand management, Branding 1871  Words | 9  Pages

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Apple Inc Designs and Markets Customer Electronics, Computer Software, and Personal Computers.

TO THE STUDY Consumer Perception is how information is collected and categorize. Perception is affected by the amount of contact to a incentive and by individual interpretation. If the same consumer encountered that information often and from many sources, then the consumer's attitude toward dairy products might change enough to influence how often the consumer chose yogurt as a breakfast food. The next step is exploring what these consumers will buy. The importance of customer satisfaction...

Apple Inc., IPhone, IPhone OS 1770  Words | 6  Pages

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Study on the Impacts of Service Quality and Customer Satisfaction on Customer Loyalty in B2C E-Commerce

International Colloquium on Computing, Communication, Control, and Management Study on the Impacts of Service Quality and Customer Satisfaction on Customer Loyalty in B2C E-commerce Yangcheng Hu Department of Management Engineering Nanchang Institute of Technology Nanchang, China hyczju@126.com Although, a number of studies have documented the relationship between service quality, satisfaction and loyalty in traditional service industries and e-commerce settings, theoretical foundations as well...

Customer service, Electronic commerce, Empirical 1685  Words | 7  Pages

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Consumers’ Perception of Quality Towards Private Universities in Bangladesh

CONSUMERS’ PERCEPTION OF QUALITY TOWARDS PRIVATE UNIVERSITIES IN BANGLADESH ABSTRACT: This study primarily investigates the underlying factors that help to form consumer perception of quality toward private universities in Bangladesh. Five beliefs have been identified as salient to perceive the quality of private universities of Bangladesh. These are quality faculty members, university environment, campus facility, quality education and university image/reputation. Multi-item measures were used...

College, East West University, Higher education 1606  Words | 5  Pages

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Research on Consumer Perception Towards Chocolates

Research on: "Consumer preference and perception of Cadbury Chocolate with reference to other market players" By: To: Pooja Patel Chetna Makwana Roll No: 31 MBA (Sem-1) EXECUTIVE SUMMARY: The project title "Consumer preference and perception of Cadbury Chocolate with reference to other market players" deals mainly with the consumer behaviors. In this project I had done extensive market research regarding Cadbury Chocolate and its brands and some...

Advertising, Brand, Brand architecture 1259  Words | 6  Pages

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Customer Service

Institute of Hospitality Management-Gandhinagar |Qualification |BTEC HND Level 5 in Hospitality | |Unit Number and Title |3. CUSTOMER SERVICE – QCF Level -4 | |Start Date | | |Deadline ...

Customer, Customer service, Evaluation 566  Words | 4  Pages

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The Customer Satisfaction Level on Service of Simply Thai

CHAPTER 1 The Problem and Its Background Customer Satisfaction is defined as the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services exceeds specified satisfaction goals. Customer Satisfaction provides a leading indicator of consumer purchase intentions and loyalty. Customer Satisfaction data are the most frequently collected indicators of market perceptions. The people nowadays are less critical and vocal if not totally...

Customer, Customer satisfaction, Customer service 1658  Words | 5  Pages

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Customer Satisfaction

 Customer Satisfaction Ratings: Towards the Development of A Valid and Reliable Evaluation Instrument for Restaurant Services Windion G. Sarmiento Chapter 1 Introduction to the Study This chapter is divided into five parts: (1) Background and Theoretical Framework of the Study, (2) Statement of the Problem and the Hypothesis, (3) Significance of the Study, (4) Definition of Terms, and (5) Delimitation of the Study. Part One, Background and Theoretical Framework of the Study, presents...

Iloilo City, Reliability, Scientific method 765  Words | 7  Pages

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Manage Quality Customer Service

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...

Customer, Customer service, Good 2339  Words | 7  Pages

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Service in Logistics

«Improvement of Logistics Services in the Organization» Introduction This work is devoted to the importance of logistics service quality because of in recent years, both corporations and researchers are becoming increasingly aware of strategic role of logistics service in the overall success of organizations. Over the last half century, businesses have moved beyond viewing logistics as only an area for cost improvements (J. Mentzer, D. Flint, 2001). Furthermore, at present the...

Customer, Customer service, Evaluation 2079  Words | 6  Pages

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mba project on real estate

A Summer Training Project Report On “ A study of Customer Perception in Real Estate with specific preference to commercial sector” Subject Code: MGM 303 Title : Summer Training Project Report Submitted by: Rashi Jain MBA (SM) Semester – III ...

Commercial property, Estate agent, International real estate 1657  Words | 10  Pages

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Customer Segmentation/Service Concept/Servqual

Conduct a critique of the following service management ideas, theories and techniques, specifically with reference to purpose, application and limitations and with regard to how these service management ideas, theories and techniques might contribute to the development of a business. Customer segmentation Study the market, its structure, identify attitudes and behaviours of consumers, this is the first step of marketing. Among the range of behaviours and...

Customer, Customer service, Good 1931  Words | 7  Pages

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Quality: Customer Satisfaction Surveys

 CHAPTER 5: Focusing on Customer (Review Questions) Submitted by: Frances Marie Perez Dan Kenneth Reyes 1. Explain the difference between satisfaction and loyalty. Why is loyalty more important? Customer loyalty is unnerving and unswerving; it cannot easily be changed, even in the face of remarkably changed situations. Customer satisfaction on the other hand is immensely fickle, and can change dramatically, even with the slightest of changes in situations. Loyalty...

Customer, Customer relationship management, Customer satisfaction 1872  Words | 6  Pages

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Customer Service Matters

21 January 2015 Customer Service Matters Introduction Organizations are complex collections of various groups working toward the same common goal. In order to create the effective use of limited resources and to focus on stated goal, organizations’ structures are established. The most common structure, Functional Structures, have 3-5 levels each with their own specific responsibility and expectation. The most commonly recognized levels include the following: Human Resources (Hiring employees...

Business, Customer, Customer experience management 1691  Words | 8  Pages

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Theory of the Gaps Model in Service Marketing |

In Service Marketing |   |  History of the Gaps Model The gaps model of service quality was first developed by a group of authors, Parasuraman, Zeithaml, Berry, at Texas A&M and North Carolina Universities, in 1985 (Parasuraman, Zeithaml & Berry). Based on exploratory studies of service such as executive interviews and focus groups in four different service businesses the authors proposed a conceptual model of service quality indicating that consumers’ perception toward a service quality...

Concept, Customer service, Expected value 612  Words | 3  Pages

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Brand Awareness and Perception towards Branded Jewellery

1. TITLE OF THE STUDY A Study on “Brand awareness and perception towards branded jewellery with specific reference to Malabar Gold and Diamonds” 2. INTRODUCTION The gems and jewellery industry occupies an important position in the Indian economy and is one of the fastest growing industries in the country. In the late 1990s, the Indian jewellery market witnessed a shift in consumer perceptions of jewellery. Apart from its historical religious significance, Jewellery is valued as an important...

Alternative hypothesis, Brand, Cognitive dissonance 1076  Words | 5  Pages

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Perception Study of Students Towards Attendance and Learning

Perception Of Students Towards Attendance And Its Relation To Learning Abstract This is a report of a research of a research project carried out in collaboration with the faculty of SIESCOMS into the student perception of attendance. Also in this paper we estimate the effect of class attendance on exam perception of the students. The intentions of this project are:- 1. To discover if and how students were choosing not to engage with the academic process. 2. To explore why the students...

Classroom, Education, High school 1040  Words | 5  Pages

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Service Encounter Report

Service Marketing Service Encounter Report Assignment 2 Name: Sun Yi Due day: 19/09/2012 Letter of transmittal Dear CEO As an employee of the hotel, I hope this report can help the hotel's long-term development, improve a lot shortcomings and defects of service, and improve staff quality, service attitude and service level, increase the competitiveness of the hotel. In recent years, there are more and more competition for hotel, peripheral consumption...

Customer relationship management, Customer service, Hotel 1617  Words | 6  Pages

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The Ritz Carlton - Service Quality

of an unwavering commitment to service, the hotel has won countless rewards and has been recognized with numerous awards for being the gold standard of hospitality. QUESTION 1: Most people see a Ritz Carlton hotel as a swanky building on a prime site, such as London’s Picadilly, but is the structure the essence of the hotel chain’s success? Whereas a product marketer works with tangible products: things that can be tasted, heard and seen in advance – a service marketer does not. As is clear...

Customer, Hotel chains, Management 1955  Words | 6  Pages

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