Essays about: "Kungaba Cedric Pefok"

Found 2 essays containing the words Kungaba Cedric Pefok.

1. 1. The effectiveness of servqual in measuring service quality and the impact of technology on customer satisfaction

   University essay from Karlstads universitet/Fakulteten för ekonomi, kommunikation och IT

   Author : Andrey Mikhailov; Kungaba Cedric Pefok; [2010]
   Keywords : SERVQUAL; service quality; customer satisfaction; technology; self-service; coproduction; cocreation; service dominant logic; public transportation; customer complaints;

   Abstract : Service quality and customer satisfaction are becoming increasingly important in today‟s business environment which is characterised by fierce competition between the service providers. In this regard it is very imperative that companies assess themselves by measuring service quality. READ MORE

3. 2. The pattern of customer complaint behaviour in public transportation :  

   University essay from Fakulteten för ekonomi, kommunikation och IT

   Author : Andrey Mikhailov; Kungaba Cedric Pefok; Adnan Yousaf; [2009]
   Keywords : customer complaint behaviour; customer complaint; pattern of customer complaint; public transportation; service dominant logic; barriers to complaint; service quality; public transportation;

   Abstract : Service providers must understand that they have to provide customer-perceived value, if they want to stay in business. One of the best ways to determine customer-perceived value is to encourage customer complaint. This will make it easier to identify areas of the service process which the consumer believes must be improved. READ MORE