Essays about: "SERVQUAL IT"

Showing result 21 - 25 of 27 essays containing the words SERVQUAL IT.

  1. 21. Breaking the Customer Code : A model to Translate Customer Expectations into Specification Limits

    University essay from Institutionen för konstruktions- och produktionsteknik

    Author : Ruben Gregorio; [2010]
    Keywords : Customer satisfaction; Service industries; Six Sigma; Specification Limits; Kano model;

    Abstract : Today, firms compete with services rather than goods. Large service organizations are beginning to use Six Sigma as continuous improvement tool. An important part of the Six Sigma methodology is the calculation of number of defects in the process, i.e. READ MORE

  3. 22. 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

  4. 23. Clients’ Perspectives Toward Audit Service Quality of the Big 4 inThailand

    University essay from Fakulteten för ekonomi, kommunikation och IT

    Author : Pitchaya Sonsa-ardjit; Ramon Vejaratpimol; [2010]
    Keywords : Audit Service Quality; Auditing; Auditor; Clients Perspective; Big 4; SERVQUAL; AUDILQUAL;

    Abstract : Purpose The purpose of this thesis is, firstly, to investigate clients’ perspective toward the Big 4’s financial audit service quality. Secondly, the gaps between clients’ perceptions and expectations of audit service quality provided by the Big 4 audit firms will be studied. READ MORE

  5. 24. Using the SERVQUAL Model to assess Service Quality and Customer Satisfaction. : An Empirical Study of Grocery Stores in Umeå.

    University essay from Handelshögskolan vid Umeå universitet

    Author : Daniel Chingang Nde; Paul Lukong; [2010]
    Keywords : SERVQUAL Model; Service Quality; Customer Satisfaction;

    Abstract : Service quality and customer satisfaction are very important concepts that companies must understand in order to remain competitive in business and hence grow. It is very important for companies to know how to measure these constructs from the consumers’ perspective in order to better understand their needs and hence satisfy them. READ MORE

  6. 25. What Drives customer loyalty and Profitability? Analysis of Perspectives of retail customers in Ghana's Banking Industry

    University essay from Blekinge Tekniska Högskola/Sektionen för management

    Author : Daniel Nukpezah; Cephas Nyumuyo; [2009]
    Keywords : Service quality; customer satisfaction; competitive pricing price satisfaction ; customer loyalty; brand image and reputation; customer switching; profitability; market share; SERVPERF; SERVQUAL;

    Abstract : Customer loyalty as a concept is a critical strategic option in today’s competitive environment. It is no surprise therefore that managers and researchers have increased their study and understanding of the concept as a strategic marketing imperative over the past decades to capture market share and improve profitability. READ MORE