Essays about: "customer satisfaction and quality of service"

Showing result 1 - 5 of 138 essays containing the words customer satisfaction and quality of service.

  1. 1. Service Quality, Customer Satisfaction and Brand Loyalty in the Swedish Subscription Video On Demand-Industry : A mixed methods study on what factors of service quality affect customer satisfaction and brand loyalty within the subscription based video-on- demand services amongst 18-29 year olds in Sweden.

    University essay from Högskolan i Jönköping/IHH, Företagsekonomi; Högskolan i Jönköping/IHH, Företagsekonomi; Högskolan i Jönköping/IHH, Företagsekonomi

    Author : Elliot Strand; Viktor Sandell; Oliver Berg; [2019]
    Keywords : Subscription video on demand SVOD ; Service Quality; Customer Satisfaction; Brand Loyalty;

    Abstract : The main objective of this research is to measure the relation between different dimensions, or constructs of service quality with customer satisfaction and brand loyalty; thereby identifying the most important factors of service quality that affect customer satisfaction and brand loyalty, in the context of subscription video on demand (SVOD) services in the Swedish market. This study utilised a mixed methods approach divided into two stages, whereof the first involved multiple focus groups for collecting qualitative data. READ MORE

  2. 2. Enhancing an airline’s internal marketing to improve service quality and customer loyalty : A qualitative study expanding the Internal Marketing Model based on the case of Germania.

    University essay from Högskolan i Jönköping/IHH, Företagsekonomi; Högskolan i Jönköping/IHH, Företagsekonomi; Högskolan i Jönköping/IHH, Företagsekonomi

    Author : Daniela Westerlund; Hilz Leila; Paula Schmidt; [2019]
    Keywords : Service Quality; Customer Loyalty; Customer Satisfaction; Service Marketing; Internal Marketing; Airline Industry; Employee Motivation; Employee Empowerment;

    Abstract : Background: Due to the deregulation of the European airline industry within the 1980’s, competition between airlines has intensified greatly. The emergence of low-cost carriers has given rise to the competition on price. READ MORE

  3. 3. Customer Defection and Value in Business-to-Business Relationships

    University essay from Linnéuniversitetet/Institutionen för marknadsföring (MF)

    Author : Emmy Jylhä; [2018]
    Keywords : Customer defection; customer value; value co-creation; relationship quality; customer retention; retention management; trust; satisfaction; commitment;

    Abstract : In order for firms to be able to compete on the market, it is of importance for them to create value for their customers. Value is not only the outcome from providing the customer with a product of high quality, since value co-creation can occur when firms interact with their customers and create strong relationships with them. READ MORE

  4. 4. Healthcare Management : Measuring patient satisfaction of service quality in Swedish dental clinics

    University essay from Högskolan i Halmstad/Akademin för ekonomi, teknik och naturvetenskap; Högskolan i Halmstad/Akademin för ekonomi, teknik och naturvetenskap

    Author : Subhadra Namana; Sanar Al-Dori; [2018]
    Keywords : Healthcare management; dental clinics; patient satisfaction; Sweden; factors; Service quality;

    Abstract : ABSTRACT:Healthcare management is a field that is related to management, leadership, and service of anorganization. Due to high competition and change in the environment of healthcare organizations,managers need to embrace the innovation to respond to those changes and make the organizationsuccessful by improving the process, structure, and culture of the organization as well as to provideefficient and effective care that will lead to achieve patient satisfaction. READ MORE

  5. 5. The Relationship of Service Quality and Customer Satisfaction in the Airline Industry and the Moderating Effect of the Airline Type

    University essay from Mittuniversitetet/Avdelningen för ekonomivetenskap och juridik

    Author : Julia Scheffler; [2018]
    Keywords : ;

    Abstract : .... READ MORE