Essays about: "service quality management and customer satisfaction"

Showing result 1 - 5 of 68 essays containing the words service quality management and customer satisfaction.

  1. 1. The effects of servicescape on customer satisfaction and possible implications on customer retention within movie theater industry

    University essay from Mälardalens universitet/Akademin för ekonomi, samhälle och teknik

    Author : Fareed Ahmedi; Mustafa Al Salhi; Felix Huynh; [2023]
    Keywords : SF Bio; Movie theaters; Cinema; Leisure Service; Servicescape; Strategic Roles of Servicescape; Three Dimensions of Servicescape; Five Servicescape Factors;

    Abstract : Research questions: How does the servicescape in movie theaters, with a particular focus on SF Bio Västerås, influence customer satisfaction and retention, and what are the perceived quality and challenges associated with its implementation? Purpose: The purpose of this study is to explore how movie theaters, such as SF Bio Västerås, use servicescape to influence customer service experience. The study aims to investigate the customers' perceived quality of movie theater servicescape and its impact on customer satisfaction and retention. READ MORE

  3. 2. The Impact of the Covid-19 Pandemic on Employee Behavior and Service Quality in an Airport Setting : A qualitative study in service management

    University essay from Karlstads universitet/Handelshögskolan (from 2013)

    Author : Gabriel Ekholm Lavebratt; Noah Tindberg; [2023]
    Keywords : Service Management; Servicescape; Airports; Covid-19; Customer Behavior;

    Abstract : In 2019, the Covid-19 pandemic brought a substantial change to the world. As good as everyone was affected and several sectors in the economy were impacted. Service businesses had to adapt their servicescape as a consequence. READ MORE

  4. 3. From Plate to Palate: Elevating Customer Experience Management and Satisfaction : A case study of Swedish fine dining restaurants

    University essay from Linnéuniversitetet/Institutionen för marknadsföring och turismvetenskap (MTS)

    Author : Benmakhlouf Sara; Rodrigo Fajardo; [2023]
    Keywords : Fine dining restaurants; customer experience; customer satisfaction; five aspects of a meal model; service blueprints; service clues and messages;

    Abstract : Customer experience is a broad topic that can cover several different branches,fields and industries. Various researchers have done significant work into thetopic, yet it still has gaps of fragmentation and an overall understanding on howto manage it. READ MORE

  5. 4. 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

  6. 5. Logistics Structures for Global Retail Expansion : A case study of a fast-growing Swedish Fashion Company with International Presence

    University essay from KTH/Skolan för industriell teknik och management (ITM)

    Author : Alex Kaspo; [2023]
    Keywords : Master Thesis; Supply Chain; Strategy; Supplier; Logistics; Retail; Growth; International; Consolidation Hubs; Warehouse;

    Abstract : This qualitative research explores what logistics structures a growing retail company can employ to support its international expansion with a focus on high customer satisfaction levels. It delves into the logistics configurations for reaching efficiency in inbound logistics, especially meeting the complexities of growing volumes and extensive supplier networks. READ MORE