...Aa The Food processing industry has an important role to play in linking the farmers to the final consumers in the domestic as well as the international markets. Food processing combined with marketing has the potential of solving the basic problems of agricultural surpluses, wastages, rural jobs, and better remuneration to the growers. In the next ten years, food production is expected to double. These produces, if processed and marketed smartly, can make India a leading food supplier of the world. India with a population of 1.08 billion (growing at about 1.70% per annum) provides a large and growing market for food products. Food products are the single largest component of private consumption expenditure, accounting for as much as 49.00 per cent of the total spending. Furthermore, the upward mobility of income classes and increasing need for convenience and hygiene is driving demand for (a) perishables and non food staples and (b) processed foods. Also, eating out is a booming practice in urban India and processed foods are accepted as alternative to the home cooked food because of the convenience it offers. Also, with the globalization of trade and availability of high speed logistics, food retailers in developed countries are sourcing an year-round supply of fruits and vegetables from developing countries. Thus, both for local consumption as well for export there is a year round opportunity for fruits and vegetables, meat and poultry products and ready-to-eat...
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...Service Quality: The Future of the Services Industry “Why is quality such an important issue in the marketing of services? Why is quality more difficult to manage in service industries than it is in the case of physical goods? Use examples to support your answer.” The concept of service quality is a relatively new construct in the marketing discipline which first emerged in the 1980’s when organisations began to consider quality not only in the already established manufacturing sector but in the rapidly evolving service industries sector also. Specifically defined service quality is a subjective experience which results from ‘an evaluation process in which the customer compares their perceptions of service with their expectations’ (McColl-Kennedy 2003). In the late 1990s and early part of the 21st century service organisations began to realise the importance of service quality and strived to narrow the gap between the customers perceptions of service and their expectations in order to deliver a quality service that linked to customer satisfaction, retention and patronage. This relisation that service quality was an important source of competitive advantage and long-term profitability for service organisation’s advocated the paradigm shift in marketing from a focus on manufacturing quality to incorporate service quality also. Moreover the modern day services firm strives to deliver a quality service on a routine basis, however due to the uncontrollable and unpredictable...
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...[TAXI SERVICE INDUSTRY ANALYSIS] Service Industry Analysis Services Marketing / Bachelor of Business 2 SERVICE INDUSTRY ANALYSIS: INDIVIDUAL ASSIGNMENT TAXI SERVICE INDUSTRY ANALYSIS PREPARED BY: MIZNA ADAM SERVICES MARKETING (323) BACHELOR OF BUSINESS FACULTY OF MANAGEMENT & COMPUTING MALDIVES COLLEGE OF HIGHER EDUCATION Mizna Adam Service Industry Analysis Services Marketing / Bachelor of Business 3 Acknowledgement First and foremost I would like to thank all the taxi center owners and Mr. Ahmed Nazeer, Director of Ministry of Transport and Civil Aviation, for their contribution in completion of this report. Secondly I acknowledge the assistance provided by Mr. Hussain Husham, Managing Director of Brothers Motor Company, in arranging appointments with the taxi owners for the completion of this assignment. I also acknowledge the invaluable guidance provided by the lecturer, Ms. Zakkiyaa Moosa. I am also grateful for my colleagues Ms. Maliya Kurik Riza, Ms. Waseema Abdulla in the Bachelors Program for their valuable support and contribution in collecting the relevant information for the compiling the report. The constructive comments provided by each individual motivated me to improve my work. Mizna Adam Service Industry Analysis Services Marketing / Bachelor of Business 4 Executive Summary This report analyses the performance of taxi service industry of the Maldives. Taxi service is an important mode of transport in Maldives. However...
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...Oil & Gas Equipment and Services Industry Overview: The oilfield services and equipment sector was valued around $152 billion in 2012. The OFS industry “is made up of mature set of companies” and whose success is dependent on the “drilling expenditures of the oil and gas companies”. The OFS industry provides a wide range of services and equipment for oil and gas companies around the world. They aid in the extraction and production of natural resources. OFS companies are involved in all stages of production, from upstream through downstream. The size of these service companies was relatively small until the 1980’s, when the major oil and gas companies outsourced a variety of processes to service companies. OFS companies continued to grow in size and importance with the innovation of new technologies and abilities such as directional drilling and improved 3D seismic imaging. Today, OFS companies play a key part in what is commonly referred to as the “shale revolution” in North America. The industry’s success is dependent on several factors including oil/gas prices, economic stability, and innovation of new technologies. This sector is comprised of four giants that include Schlumberger, Weatherford, Halliburton, and Baker Hughes. These companies are involved in a broad range of services that require intensive capital and R&D. Independent firms typically perform smaller, specialized services with expertise in the process involved. The services sector is expected to grow...
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...Dao RMI3011 Essay 1 The Financial Services Industry in the United States Financial markets in the United States are the largest and most liquid in the world. In 2012, finance and insurance represented 7.9 percent (or $1.24 trillion) of U.S. gross domestic product. Leadership in this large, high-growth sector translates into substantial economic activity and direct and indirect job creation in the United States. Financial services and products help facilitate and finance the export of U.S. manufactured goods and agricultural products. In 2011, the United States exported $92.5 billion in financial services and had a $23.0 billion surplus in financial services and insurance trade (excluding re-insurance, the financial services and insurance sectors had a surplus of $59.5 billion.) The financial services and insurance sectors employed 5.87 million people in 2012. The securities subsector of the industry shows great potential for employment growth, with a 12 percent increase expected by 2018. According to the U.S. Department of Labor, 818,000 people were employed in the securities and investment sector at the end of 2012. Investment in the U.S. financial services industry offers significant advantages for financial firms. In 2012, at least 132 of Fortune’s Global 500 companies have chosen to locate their headquarters in the United States to take advantage of its creative, competitive, and comprehensive financial services sector. The industry offers the greatest array of financial...
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...Literature Review 4 2:0. Back to theory: the principal models for services quality 4 2.1. Customer Satisfaction 8 2.2. Satisfaction levels 9 2.2.1. Greatly disappointed customers 9 2.2.2. Mildly disappointed customers 10 2.2.3. Experience according to expectations 10 2.2.4. Mildly positively surprised 10 2.2.5. Greatly positively surprised customers 11 2.3. Dissatisfied customers 11 3. Case Study Babito Pharmacy- retail SERVICE 12 3.0. Determinant of Service Quality in a pharmacy 12 3.1. KEY FACTORS 12 3.1.1. COMPETENCE 13 3.1.2. Courtesy/ personnel friendliness 13 3.1.3. listening skills and UNDERSTANDING 13 3.1.4. medicine in stock 13 3.2. PLUS FACTORS 14 3.2.1. pharmacy location 14 3.2.2. store accessibility 15 3.2.3. PRIVATE SERVICE AREA 15 3.2.4. medicine quality 16 3.2.5. quality/price ratio 16 3.3. SECONDARY FACTORS 16 3.3.1. waiting time 17 3.3.2. LIGHTING 17 3.3.3. entrance atmosphere 18 3.3.4. shop design 18 3.3.5. freedom of movement in the pharmacy 19 3.3.6. EASE access to products and to shelves 19 3.3.7. Presentation and window display 19 4. CONCLUSION 20 5. RECOMMENDATION 20 6. REFERENCE 21 1: INTRODUCTION Services quality and customer satisfaction have been for over a decade two important topics both for the academic world and for the researches in the field of marketing. The attention directed to these two concepts, services quality and customer satisfaction is mainly due to the harsh competition...
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...THE EFFECTS OF FRONTLINERS SERVICE ORIENTATION BEHAVIOURS OF THE DEPARTMENT OF TRADE AND INDUSTRY CAVITE ON CUSTOMERS’ SERVICE EVALUATION: AN ASSESSMENT A Thesis Proposal Presented to the Faculty of the Graduate School Philippine Christian University Dasmariñas, Cavite In Partial Fulfillment Of the Requirements for the Degree in Masters In Business Administration MOJICA, KRISHA MAY S. March 2015 APPROVAL SHEET The thesis entitled “THE EFFECTS OF FRONTLINERS SERVICE ORIENTATION BEHAVIOURS OF THE DEPARTMENT OF TRADE AND INDUSTRY CAVITE ON CUSTOMERS’ SERVICE EVALUATION: AN ASSESSMENT” is prepared and submitted by Mojica, Krisha May S. in partial fulfillment of the requirements for the degree of Master of Business Administration who has been examines and recommended for Oral examination. ___________________ ___________________ Date O’Land C. Nwoke Adviser PANEL OF EXAMINERS Approved by the Committee on Oral Examination with a grade of _________________. ___________________ Chairman ___________________ _________________ Member Member Comprehensive Examination Grade __________ Date Taken _____________ Accepted and approved as partial fulfillment of the requirements for the degree in Master in Business Administration (MBA). __________________ _________________________ Date Dr. Teresita C. Arnaldo Dean, Graduate School ...
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...Impact of Social Media on the Financial Services Industry: In today’s age everyone is well aware of the significant impact that social media has had on our lives in the way we communicate, socialise, conduct business and view the world. This case study however, will attempt to narrow the scope of this theme, by looking specifically at the way in which social media has influenced the financial services industry. The evolution of social media has facilitated a change in the nature of the relationship between institutions and consumers within the financial services sector. Not all of these changes have, however, had a positive effect on financial institutions. Media convergence and the growth of user-generated content has blurred the lines between different platforms of media, and the distinction between producers and consumers (Australian Communications and Media Authority, 2011). Social media outlets such as YouTube provide a platform for individual users to become producers by distributing content that can be viewed anywhere in the world. As a result, anyone with an internet connection has access to more knowledge and information than any time previously in history. This has impacted the financial services sector as non-mainstream media platforms are increasing awareness of the risky and often corrupt practises of financial institutions, particularly within the banking industry. For example, Peter Schiff, an American stockbroker and CEO of Euro Pacific Capital, has used...
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...Global economic slowdown and its impact on the financial services industry in India April 2009 The global slowdown was an outcome of two events - absence of a sound regulatory framework & mismatch between financial innovation and the ability of the regulators to monitor them immediate aim should be to fix the financial system and to maintain the aggregate demand at a high enough level to stimulate the real sector 2 Contents Executive summary 1. Global financial markets: A perspective 2. Indian financial services industry 3. Impact of the recession on the financial sector of the Indian economy 4. Future outlook 5. Conclusion Contacts 4 6 9 14 18 20 23 3 Executive summary The global economy is reeling with the impact of the ongoing recession which started with the sub-prime crisis in the United States and found its way to other developed and emerging economies of the world. This recession has its roots in the initial collapse of the financial sector. However, in a world that is more integrated within each country as well as across nations, the events in the financial sector have eventually trickled down to the real sector of the economies as well. Finance and financial markets play a dominant role in growth and development of modern economies – hence, any recovery from the current recession must be couched in an overall recovery of the health and performance of the financial sector. In the absence of mature financial markets in their own economies,...
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...Hospital Services Industry Hospital Services Industry The hospital services industry has grown exponentially in the recent decades to become a major employer and income generator that can also effect the local and regional economic scenes. This extremely fast-growing sector of the United States has every reason to continue the current trend. This paper will analyze the current hospital services industry from an economic perspective and focus on potential points of improvement. Discussion The United States increased expenditures in the hospital services industry is growing at a concerning rate and isn’t showing any signs of slowing down. According to the National Health Center for Statistics, the national health expenditure as a percent of gross domestic product (GDP) has grown from 12.1 percent in 1990 to 17.4 percent in 2013 (National Health Center for Statistics, 2014). Economic growth can be measured by using the GDP and the United States’ GDP ratio allocated to health care has continued to rise faster than most other developed nation (Hockenberry & Thorpe, 2014). The continuous growth and comparison to other developed nation is the primary concern for economists. In order to obtain a clear picture of the growth it is beneficial to analyze health care data over the course of several decades. In the table below several data components are analyzed including: the total health expenditures, per capita health expenditures, health as a percent of GDP, health sector...
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...objective among regulators. In subsequent years AML measures have constantly been revised to adjust to the complexity of the international financial markets. As a result financial institutions have to cope with additional costs, more difficult customer relations and legal as well as geographical constraints. More comprehensive customer due diligence and complex mandatory monitoring system in particular cause difficulties for the banking sector. Consequently several big institutions such as HSBC and Citigroup have already been fined for failing to comply with AML laws. Regulations have changed the financial sector. This essay will analyse the impact of the 9/11 attacks on the regulatory framework as well as the effects of AML on the financial industry. Page 3 of 16 2. MEASURES TAKEN AML has been on the agenda of regulators well before 9/11. However, the actions of prosecutors were more focused on fighting organised crime, drug and weapon dealing as well as tax evasion. 9/11 shifted the attention towards fighting terrorism and initiated Counter Terrorist Financing (“CTF”) laws. It was not until 9/11, that strict reporting rules known as “Know Your Customer” were introduced in the US. Before, the banking lobby could prevent further regulations, however, the US PATRIOT Act 2001, in response to 9/11, took AML and CTF measures to a new level. Since 2001 a comprehensive due diligence for high-risk products and especially for so-called “Politically Exposed Persons” is mandatory in the...
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...1. Introduction This paper presents and discusses how an entrepreneur in this ever changing world strives to become an international firm. This case study of an Omani firm Renaissance Services SAOG (hereafter, Services) explains and shows us the growth on international scale of a family owned business. In order to understand the case, several key components were identified, and were analyzed to see its text book validity. Each component is critically analyzed as the case study progresses. 1.1Introduction of the Firm As an entrepreneurial firm in 1996, Services has progressed immensely across the globe. Its chairman and founder Samir Fancy had a crystal clear vision and by disclosing it to every Tom, Dick and Harry of the firm, Services gradually progressed on international level. The firm is primarily an oil and gas industry services company, and is listed on the Muscat Securities Market in Oman. It has an excellent offshore fleet of vessels, and is counted among the world’s top ten in providing global oil and gas industry service. According to its official website (http://www.renaissanceoman.com), Services has over 12,000 employs, operating in over 16 countries. The 2012 revenue of the firm was US$ 0.67 Billion. Apart from this sector, Services also engages in several other services related sectors, such as marine engineering, media communication, and also engages itself in education and training. The firm also engages itself in Corporate Social Responsibility, by improving...
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...Marketing Management Assignment Gap Model of Service Quality: The Taj Hotels Submitted by: Syndicate 6 Sneha Oswal (11020541127) Sunil Kumar(11020541131) Sudhir Bairwa (11020541128) Swapnil Gupta (11020541132) Supratim Sinha (11020541129) Swati Thakur (11020541133) Sumit Bhattacharya(11020541130) INTRODUCTION The Gap model provides an integrated framework for managing service quality and customer driven innovation. The hallmark of this model is its anchoring on the customer and integration of the customer throughout all gaps within the model. Every gap and every strategy is used to close the gaps in the model and meet or exceed the customer expectations. SERVAQUAL is the service quality framework. It has 5 dimensions: reliability, responsiveness, assurance, empathy and tangibles. SERVQUAL measures have been applied in and adapted to many industry settings. The 5 gaps are: •Gap 1 is the distance between what customers expect and what managers think they expect - Clearly survey research is a key way to narrow this gap. •Gap 2 is between management perception and the actual specification of the customer experience - Managers need to make sure the organization is defining the level of service they believe is needed. •Gap 3 is from the experience specification to the delivery of the experience - Managers need to audit the customer experience that their organization currently...
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...using SPC? Does this differ from a manufacturing company? Insurance, a mature industry, is becoming very competitive, and is more and more considered a commodity. DAV wants to keep its leading position in the insurance industry. The company, with its multi locations operations, more than 2000 people in staff, the seasonal variability of workload, the ‘same day’ processing of demands, etc… did recognize the need for consequent quality control methods. The company did note that customers subscribing to a new insurance police are very unhappy about mistakes made in their personal data and also that correcting those mistakes are time and cost intensive. DAV identified customer service as a potential vector to improve its customer satisfaction and needs a methodology to accurately and undisputedly measure the accuracy level of the registration process at New Policies’ department. Using the SPC method DAV attempts to track in a quantifiable manner how high/low the level of inaccuracy of the process (and not explicitly the employees). SPC is part of TQM and is originally designed for quality control in manufacturing environment. Manufacturing corporations do quantify the limits of a manufactured product in measurable units (variables). The challenge when transposing this method to services industries is to quantify human actions, and appreciate the limits of that action. (Attributes) ‘When is a service good or bad?‘ How would you explain to a bank manager (background in operations=...
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...Industry Analysis: Software & Services The computer software and services industry is a maturing industry that offers a wide range of products and services such as personal computer operating systems, office productivity, network security applications, payroll processing services, information technology consulting and outsourcing services. New software is continually introduced to the market due to faster processing speeds and more efficient information technology and has become an integral part of daily operations for all facets of business. There are two main segments of the software & services industry. One segment offers the primary product that consists of the standard software and services through a perpetual license agreement. Application software is used to accomplish an array of tasks with the computer. Database software and Office suite software which includes word processing and spreadsheets targets individual consumers while enterprise software such as Business Intelligence and Customer Relationship Management targets businesses for efficient operational use and growth. The other segment offers a customized combination of the product that will best fit the client’s needs. There is a highly competitive landscape in the industry. The 50 largest companies generate approximately 70 percent of revenue. Smaller software companies’ success is depends on developing new technology or targeting niche markets with effective marketing strategies. Many small...
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