Essays about: "measuring service quality and customer satisfaction"

Showing result 1 - 5 of 18 essays containing the words measuring service quality and customer satisfaction.

  1. 1. Quality from the perspective of the internal customer : Internal service experience in a manufacturing industry company

    University essay from Mittuniversitetet/Institutionen för kommunikation, kvalitetsteknik och informationssystem (2023-)

    Author : Stina Enblom; Silvia Padovan; [2023]
    Keywords : customer experience; service quality; internal service quality; service profit chain; customer satisfaction; internal customer satisfaction; customer perceived value; kundupplevelse; servicekvalitet; intern servicekvalitet; service profit chain; kundnöjdhet; intern kundnöjdhet; customer perceived value;

    Abstract : För att förbättra servicekvaliteten är kartläggning och mätning av kundupplevelse en viktig del av förbättringsarbetet. Detta är mestadels studerat ur den externa kundens perspektiv, och inte lika ofta ur den interna kundens. READ MORE

  3. 2. SMARTQUAL LITE : Assessing the Property Management’s Technological Service Quality of Office Buildings in Stockholm

    University essay from KTH/Fastighetsföretagande och finansiella system

    Author : David Lindström; [2023]
    Keywords : PropTech; Smart Buildings; Smart Real Estate; Property Management; Service Quality; Customer Experience; Tenant Satisfaction; PropTech; Smarta byggnader; Smarta fastigheter Fastighetsförvaltning; Servicekvalitet; Kundupplevelse Hyresgästnöjdhet;

    Abstract : This master's thesis presents the development of a conceptual model, SMARTQUAL LITE, designed to measure and evaluate the quality of services delivered by smart buildings. The purpose of this research is to provide a foundation for a comprehensive service quality model, SMARTQUAL, enabling smart building service providers to enhance their service offerings and effectively meet tenant demands. READ MORE

  4. 3. Service Quality effect on Customer Satisfaction and Word of Mouth

    University essay from Luleå tekniska universitet/Institutionen för ekonomi, teknik, konst och samhälle

    Author : Gustav Andersson; Carl Ingemarsson; [2022]
    Keywords : Service quality; Customer satisfaction; Word of Mouth; SERVQUAL; Disconfirmation theory; Grocery retail industry; Tjänstekvalitet; Kundnöjdhet; Word of Mouth; SERVQUAL; Disconfirmation theory; dagligvaruhandel;

    Abstract : This study has investigated the effect of service quality on customer satisfaction and Word of Mouth in the grocery retail industry. The purpose of the study was to measure the dimensions of service quality and see its effect on customer satisfaction and Word of Mouth. READ MORE

  5. 4. Assessing a restaurant service quality using the DINESERV model : A quantitative study on Pizza Hut

    University essay from Umeå universitet/Företagsekonomi

    Author : Habtamu Abezie; [2020]
    Keywords : DINESERV; Service quality; Customer satisfaction; Restaurant;

    Abstract : Abstract Customers are the main reason behind every companies’ survival in the market. And winning their interest has now become the concern for company owners and managers as well. However, many factors can affect the customer's satisfaction in the marketing environment. Among the determinants, service quality takes the most substantial part. READ MORE

  6. 5. User Preferences of Application Attributes During Product Browsing : An Investigation of Customer Experience in Fashion E-Commerce

    University essay from Linköpings universitet/Logistik- och kvalitetsutveckling

    Author : Anton Johansson; Christoffer Sjöholm; [2019]
    Keywords : Quality; Customer Experience; User Experience; Customer Satisfaction; Theory of Attractive Quality; Kano Model; Mobile Application; Fashion Industry.;

    Abstract : In a fast-changing retail environment, including hard competition and demanding consumers, the customer experience of the purchasing service is crucial to gain a competitive advantage. Since consumers are to some extent moving from offline to online, and from desktop shopping to purchasing clothing in a mobile application, there is a need for investigating consumers expectations of their experience of a mobile application. READ MORE