Delivering Satisfaction And Service Quality
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Delivering Satisfaction And Service Quality
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Author : Peter Hernon
language : en
Publisher: American Library Association
Release Date : 2001
Delivering Satisfaction And Service Quality written by Peter Hernon and has been published by American Library Association this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001 with Business & Economics categories.
Good customers expect excellent service. Increasingly, library customers are looking to online services instead of to the library for information. For every library that wants to win satisfied customers and bring those that have strayed back into the library, here are proven tools to assess needs and improve service.
Challenging In Delivering Quality Services Balancing Customer Expectations And Perceptions In Airline Industry
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Author : Calvin Monroe
language : en
Publisher: GRIN Verlag
Release Date : 2014-02-28
Challenging In Delivering Quality Services Balancing Customer Expectations And Perceptions In Airline Industry written by Calvin Monroe and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-02-28 with Business & Economics categories.
Bachelor Thesis from the year 2012 in the subject Business economics - Operations Research, grade: A, King`s College London, language: English, abstract: Norwegian airline operator has been offering airline services for quite a long time, frequently among the Scandinavian countries. However, the condition for service quality has been deteriorating for the last couple of decade. Despite the many researches done to dig out the factors that could be adjusted to favour service quality, not much has been seen to change. This study was aimed at conducting an exploratory survey in the grounds of the Norwegian company to find out the recommendations for the company’s quality service. We issued self-governed questionnaires to the customers at the waiting room, who were rather waiting for flight take off. A focus group discussion was also conducted by the group to engage the passengers in a dialogue that involved customer service quality expectations and perceptions. During the survey period which took six days, we interacted with the customers and show them the need for their genuine response towards the questions asked. A well elaborated questionnaire was distributed to the customers who answered them as they awaited the operator services. The customers answered the questions at their own pace, giving their opinions independently. The sampled population was made-up of 120 customers taking on flights among the Scandinavian countries at Oslo Airport. The answers were analysed and deductions made from the analysis. The services expected offered by the company were rated along with the customers’ expectations and that was what could only measure customer satisfaction for services offered by Norwegian airline service. SERVQUAL system was used to calculate the relationship between customer expectations and perceptions. Some mathematical implications of mean and standard deviations also added some weight on the relationship between the company’s present status and customer perception.
Library Performance And Service Competition
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Author : Larry Nash White
language : en
Publisher: Chandos Publishing
Release Date : 2008-04-14
Library Performance And Service Competition written by Larry Nash White and has been published by Chandos Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-04-14 with Business & Economics categories.
Describes how the library can identify the service environment factors impacting customers; strategic needs; identify library competitors; strategic abilities and service environment impacts; and use the combined results to develop proactive competitive responses that drive the service environment instead of reacting to the service environment.
Service Delivery And Customer Satisfaction The Case Of Burayu Town Municipality Ethiopia
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Author : Ebisa Bakana
language : en
Publisher: GRIN Verlag
Release Date : 2020-10-13
Service Delivery And Customer Satisfaction The Case Of Burayu Town Municipality Ethiopia written by Ebisa Bakana and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-10-13 with Business & Economics categories.
Research Paper (postgraduate) from the year 2020 in the subject Organisation and administration - Public administration, , language: English, abstract: The main objective of the study was to analyze the quality of public service delivery and to examine the level of customer’s satisfaction in Burayu Town Municipality, Oromia Region. The study was conducted to identify the level of service quality and customers’ satisfaction at the municipality. The total of 412 customers who were the service users of the municipality were selected as a sample size by using Yamane Taro’s sample selection formula as a study subjects. The study used convenience sampling method for sample selection of respondents’ and purposive sampling for interview of Public Service Manager. Open-ended questionnaires, closed ended questionnaires and interview were employed for data collection. Regarding research methodology; the researcher employed explanatory research method with both qualitative and quantitative data type. The analysis conducted using Microsoft Office Excel 2007 and presented by using tables, graphs, frequency distribution and percentage. From the study it was found that service quality dimensions were positively related to customer satisfaction; as service quality meets customers’ expectation it leads to customers’ satisfaction. The result indicates that the dimensions of service quality measures were not fully practised by the municipality, which results in low level of service quality and customers’ satisfaction. Municipal officials need to ensure that all tangible attributes related to employee performance create a desirable impact on customer perception of quality. This is important as customer continue to look for tangible cue as a means to reduce perceived service quality and describe their service experience in Burayu town municipality.
Marketing Management In China
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Author : Philip Kotler
language : en
Publisher: Prentice Hall
Release Date : 2009
Marketing Management In China written by Philip Kotler and has been published by Prentice Hall this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with Business & Economics categories.
This adaptation provides hard-to-find and well-researched China cases that offer insights while covering a wide variety of contexts, spanning international companies operating in China to Chinese companies that are beginning to venture overseas.
Understanding Services Management
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Author : William J. Glynn
language : en
Publisher:
Release Date : 1995-11-09
Understanding Services Management written by William J. Glynn and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1995-11-09 with Business & Economics categories.
A state-of-the-art services managment guide
Service Quality
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Author : Roland T. Rust
language : en
Publisher: SAGE Publications
Release Date : 1993-11-15
Service Quality written by Roland T. Rust and has been published by SAGE Publications this book supported file pdf, txt, epub, kindle and other format this book has been release on 1993-11-15 with Business & Economics categories.
In this book leading scholars and practitioners present the latest research and theory in customer satisfaction and services marketing with a wealth of stimulating ideas. Topics discussed include: the measurement of the managerial impact on service quality improvement; new methods of assessing the various elements of service quality; and philosophies of the nature of customer value. The diverse viewpoints of the contributors reveal the variety of emerging ideas on the subject of service quality.
Challenging In Delivering Quality Services
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Author : Calvin Monroe
language : en
Publisher:
Release Date : 2014-03
Challenging In Delivering Quality Services written by Calvin Monroe and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-03 with categories.
Bachelor Thesis from the year 2012 in the subject Business economics - Operations Research, grade: A, Kings College London, language: English, abstract: Norwegian airline operator has been offering airline services for quite a long time, frequently among the Scandinavian countries. However, the condition for service quality has been deteriorating for the last couple of decade. Despite the many researches done to dig out the factors that could be adjusted to favour service quality, not much has been seen to change. This study was aimed at conducting an exploratory survey in the grounds of the Norwegian company to find out the recommendations for the company's quality service. We issued self-governed questionnaires to the customers at the waiting room, who were rather waiting for flight take off. A focus group discussion was also conducted by the group to engage the passengers in a dialogue that involved customer service quality expectations and perceptions. During the survey period which took six days, we interacted with the customers and show them the need for their genuine response towards the questions asked. A well elaborated questionnaire was distributed to the customers who answered them as they awaited the operator services. The customers answered the questions at their own pace, giving their opinions independently. The sampled population was made-up of 120 customers taking on flights among the Scandinavian countries at Oslo Airport. The answers were analysed and deductions made from the analysis. The services expected offered by the company were rated along with the customers' expectations and that was what could only measure customer satisfaction for services offered by Norwegian airline service. SERVQUAL system was used to calculate the relationship between customer expectations and perceptions. Some mathematical implications of mean and standard deviations also added some weight on the relationship between the company's present status and customer perce
Managing Human Environment And Natural Resources For Sustainability
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Author : Universiti Malaysia Terengganu. International Annual Symposium on Sustainability Science and Management
language : en
Publisher:
Release Date : 2009
Managing Human Environment And Natural Resources For Sustainability written by Universiti Malaysia Terengganu. International Annual Symposium on Sustainability Science and Management and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009 with Agricultural categories.
This volume contains the Proceeding of the UMT 8th Annual Symposium on Sustainability Science and Management, which was held in Kuala Terengganu from May 3rd to 4th in 2009. About 200 participants from local and international countries attended the symposium and 150 papers were presented, 110 of them as oral presentations and others as posters.
Food Service Manual For Health Care Institutions
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Author : Brenda A. Byers
language : en
Publisher: Jossey-Bass
Release Date : 1994-03-29
Food Service Manual For Health Care Institutions written by Brenda A. Byers and has been published by Jossey-Bass this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994-03-29 with Business & Economics categories.
This classic in the operation of food service departments covers OSHA guidelines, management skills development, menu planning, product selection, facility design and equipment selection.