...Table of content Case summary 3 Quality at book stores 4 Quality problems of the stores 5 Parato Analysis 6 Book stores costs of poor quality 8 Reasons for doing the Survey the way it was done 9 Programs to improve quality 11 Obstacles to hinder the changes at the book stores and quality improvement 13 Benefits can be obtained from quality improvement programs 14 Case summary Tech is a major state university which owns 2 book stores one on campus and one off campus at a nearby mall. Both stores sell school supplies, text books, school apparels and gifts and both the stores have customers inside as well as outside the university. With the aim of providing employment opportunities to the university students there is a long standing policy of hiring tech students as part time employees. Although sales and profits of off campus store have been satisfactory and steady over past years there has been some incidents which can affect the quality of the service they provide. Therefore the executive director, Mr. Watson has taken some actions in finding the problems and the reasons behind. Survey results have shown that there are some issues regarding the quality of the service of off campus book store and following are survey findings, critical evaluation and some recommendations for improvements… Quality at book stores Book stores fall under the category of retailers as they buy books and other stationary materials and sell them to end...
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...strength, spirit & enthusiasm to accomplish this assignment. We express our heartfelt gratitude & thanks to our honorable course instructor Mr. sagib kumar ghosh for inspiring & assigning us with such an interesting as well as educative topic for this assignment. This has been a worthwhile experience as we got to learn many new things regarding measuring customer satisfaction with technological encounter on restaurant business perspective. Last but definitely not the least; we would again like to thank our course instructor especially for his kind cooperation, suggestions and support to improve our overall performance without which this task would not have been possible. INTRODUCTION In services industries, customer experience depends strongly on the service encounter,...
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...the genuine care and comfort of our guests is our highest mission. We pledge to provide the best service and facilities for our guests who will always enjoy a warm, relaxed yet refined ambience. The Ritz-Carlton experience enlivens the senses, instils well-being, and fulfills even the unexpressed wishes and needs of our guests. THE RITZ-CARLTON MOTTO "We are Ladies and Gentlemen serving Ladies and Gentlemen." Practice teamwork and "lateral service" (i.e., employee-to-employee contact) to create a positive work environment. 1. In what ways could the Ritz-Carlton monitor its success in achieving quality? Ritz-Carlton (RC) could monitor its success in achieving quality through the following ways: A. Benchmark the level of service (Gold Standard) they want to see in their hotels all the time and use that standard to meet and exceed each and every customer expectation. B. Employ a simple survey via the use of a questionnaire or “comment card” to gather data about customers’ satisfaction of the service and their stay at any of the hotel locations. Also incent those customers who do fill out those surveys (e.g. raffle for a free night’s stay). C. Track the fluctuation of the turn-out (increase or decrease) of customers. This could also be considered as an indication of customer satisfaction especially for those customers who can’t be bothered to answer a simple survey. D. Document immediately customer complaints, guest-incidents, defect reports from the different...
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...KEMRI CUSTOMER SERVICE FEEDBCK REPORT FOR THE YEAR 2015 Prepared by: Stephen ongwenyi For KEMRI’s corporate department Nairobi Kenya Contents CHAPTER 1: Introduction 4 1.1: Objectives of the Survey 4 CHAPTER 2: MATERIALS AND METHODS 5 2.1: DATA MANAGEMENT 5 DATA ANALYSIS 6 CHAPTER 4 14 4.1: Discussion conclusion 14 4.2: Recommendation 14 Acknowledgement 15 References 16 Annexes 17 Annex 1: Questionnaire 17 Annex 2: Permission list 17 ABSTRACT. Gathering feedback from important customers, measuring and periodical comparing of normalized results provide ultimate approach to assure customer satisfaction and loyalty. One approach for measuring customer satisfaction in KEMRI is presented in this paper. Research on customer service, service quality/products, and customer satisfaction, limited empirical evidence exists regarding context specific situations, for example, satisfaction with the customer service of research institutions considering how situations in different parts of Kenya and their cultural backgrounds might determine consumers’ expectations, experience, and conceptualization of customer services.The aim of this study was to find out the satisfaction of customers with KEMRI services and products to point out the most important problems and defects in services, to carry out corrective actions, and thereafter to identify the possible changes in satisfaction...
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...Abstract The Study of Customer Loyalty Factors in the Mobile Telecommunications Industry in China This article is a study of Chinese telecommunications service customer loyalty factors and the impact of the internal mechanism. The industry empirical study reveals the communications services industry, the impact factors of customer loyalty, and the interaction between these factors mechanism. With the increasingly fierce market competition and increase costs for customers, cultivate and maintain long-term customer loyalty is a business enterprise can be an important factor. On the one hand, enterprises have to get a good income, in addition to the core technology and improving product quality, but customer satisfaction, service quality and Enterprise Image will to some extent affect on customer loyalty, loyal customers are the main profit source. On the other hand, when supply exceeds demand in the market environment, the cost to acquire new customers than to maintain existing customer costs, but the profit contribution of new customers is far less than the original customer. Finally, the loyalty of customers through word of mouth to bring new business customers. Therefore, the development of customer loyalty strategies, research customer needs and maintain long-term two-way interaction with the customer relationship business and academia has been the focus of attention. Customer loyalty in the communications industry, more and more attention, is the communications business...
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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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...section. Your proposal form will be graded and feedback made available via Moodle. 1. Your Name: | | 2. Programme name and code | 3. Contact Info | | 4. Module name and code | | 5. Name of project supervisor | 6. Title or topic area of proposed study | A critical analysis of customer satisfaction and service quality leads to customer loyalty at Sand Dunes Chaolao Beach Resort, Thailand | 7. What are the aim and objectives of your study? | The sand dunes Beach resort has a standing record of quality service delivery to its customers. The research seek to investigate the influence of service delivery on consumer satisfaction and royalty to the guest in Sand Dunes Chalao beach Hotel in Thailand. This is intended to fill the knowledge gap on how service delivery can lead to retention of business. The research achieves it’s a target through fulfilment of the following objectives. To investigate the level of customer satisfaction * To investigate the level of service quality provided by the hotel * To determine the number of customers who constantly book the hotel * Determine the levels of worker dedication towards delivery of customer services | 8. Brief review of relevant literature and rationale for study: list references of approximately 6 publications that you view to be key publications focusing on your research topic. On this list, include a minimum of 4 key methodology references. This list should be alphabetised and stapled to the back of the...
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...and practical issue for market researchers and consumer researchers (Meuter et al, 2000). With positive results in most research, the significance of customer satisfaction and customer retention in strategy development for a “market oriented’’ and “customer focused’’ firm cannot be underestimated (Kohli and Jaworski, 1990). Specifically, Levesque and McDougall (1996) stated that customer satisfaction and retention are critical for retail banks, because of their impact on the company’s profit. With this, there is the challenge for banks to deliver a satisfactory quality service. After all, customer satisfaction is inarguably one of the two core concepts that are at the root of the marketing theory and practice (Spreng and Mackoy, 1996). The other one is service quality but it can be said it is not purely intertwined with customer satisfaction as a customer can be satisfied even though the service is not of high quality. But then, customer satisfaction is considered a must for customer retention and loyalty, and undoubtedly helps in realizing economic goals like profitability, market share, return on investment and other corporate target (Reichheld, 1996; Hackl and Westlund, 2000). This paper presents the proposal to investigate customer satisfaction in the banking industry and link it with the profit of the company. As mentioned, this theory is also plays an important role to banks. The study will focus specifically on the Barclays Bank of Kenya. Barclays is a UK based...
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...10/21/13 Citizen Citizen’s Charters- A Handbook A Publication of the Government of India Ministry of Personnel, Public Grievances and Pensions Department of Administrative Reforms and Public Grievances New Delhi, India Contents Sl.No. 1 The Citizen’s Charters : Indian Experience Basic Concept, Origin and Principles The International Scene The Indian Scene Comprehensive Website on Citizen’s Charter Exemplary Implementation of the Citizen’s Charter Evaluation of Citizen’s Charter Compendium on Citizen’s Charters in Government of India Regional Seminars Capacity-Building workshops Department-Specific Workshops Information and Facilitation Counters(IFCs) Problems faced in Implementing the Charters goicharters.nic.in/cchandbook.htm 1/45 Page No. 1 10/21/13 Citizen Lessons Learnt Future Vision: Development of Charter Mark II Formulation of Citizen’s Charter Rationale of a Citizen’s Charter Components of a Citizen’s Charter Formulation of Citizen’s Charters: A Road Map Citizen’s Charters-Model Guidelines Citizen’s Charters-General Structure Guidelines Dos and Don’t for Implementing the Charters What Makes a Good Charters Things to Remember A Model Format for Citizen’s Charter 9 III Duties and Responsibilities of Nodal Officers Duties and Responsibilities of Nodal Officers of Citizen’s charter in Central/State Governments/Ministries/ Departments/Public Sector Undertakings/Organisations for Formulation and Implementation of Citizen’s Charters ...
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...Strategic Service Marketing Reflective Journal Nicolae Focsa B00053177 Department of Business School of Business & Humanities Institute of Technology, Blanchardstown Dublin 15. Word Count 13582 Words General Business –BN101 Strategic Service Marketing 16th December 2014 Table of Contents 1.0 Introduction 1 2.0 Week 1 1 3.0 Week 2 1 3.1 1 4.0 Week 3 1 4.1 1 4.2 1 4.3 1 4.4 1 4.5 1 4.6 1 5.0 Week 4 2 5.1 Week 5 and Week 6 2 18.0 Conclusion 2 Bibliography 3 Appendices 1 Introduction In this reflective journal I am required to reflect on strategic service marketing. I am reflecting on 3 dimensions lecture reflection from material that I study in lecture class, employee reflection myself as an employee in service industry how can I reflect on this matter and consumer reflection myself as consumer of services. Week 1 16 of September 2014 In this lecture im going to reflect on some quotations about service Strategic services without process is little more than wish list- Robert Filek. I understand this that services cannot exist without the practice. In order to do services an organisation need to put in process A satisfied customer is the best business of strategy of all- Michael leboeuf Customer need to be satisfied after receiving a service. A customer satisfied...
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...bite. With the hectic lifestyle nowadays, it is no surprise that more people tend to eating-out in fast food restaurants. Thus, fast food restaurants are competing among each other, advertising their brands in order to attract customers. As the customers now have a huge range of fast food patterns and restaurants to choose, local fast food restaurants have to be sensitive in current demand and be innovative to ensure they meet their customer satisfaction. This research will focus only on service quality as a factor influencing customer’s satisfactions. The aim is to do an investigation about the service quality and customer satisfaction at A&W restaurant, Seksyen 7, Shah Alam. Using 5 SERVQUAL instruments, questionnaires will be designed and distributed to respondents. The findings will create awareness of service quality and customer satisfaction, thus help to develop future marketing strategy. 1.0 Introduction 1.1 Fast Food Industry The fast food industry is also known as Quick Service Restaurants (QSR). As its name suggests, fast food is any food that can be prepared and served within a short span of time. That being said, the concept encompasses all those restaurants and stores which sell or serve preheated or precooked food items to its customers (www.buzzle.com/articles/fast-food-industry.html) According to Bender and Bender (2001), fast food is a general term used for a limited menu of foods that lend themselves to production line techniques and that are typically...
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...(14) 3103 6122 Fax (14) 3203 6146 POMS 20th Annual Conference Orlando, Florida U.S.A. May 1 to May 4, 2009 ABSTRACT Higher education in developing countries has serious quality problems. In order to change this scenario, it is necessary to invest in quality systems and tools for improvement. The SERVQUAL scale is one of these alternatives. It is used to measure the gap between quality expectations and perceptions in services making it possible to establish action plans. The objective of this paper is to propose an adaptation of the SERVQUAL scale’s generic questionnaire for the higher education service sector and present the main results of its application in students of the production engineering program at São Paulo State University (UNESP) in Brazil. Thirty-eight questionnaires were applied to measure perception in entering students and twenty-eight to measure expectations in graduating students. Key words: SERVQUAL; Quality management; Service management, Higher education. 1. INTRODUCTION In the current socioeconomic context, the service sector has become increasingly more important, revealing the need to know and study the particularities of its operations and to institute specific management methodologies that fit its context and specificity. But it is necessary to understand that service processes are...
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...CHAPTER 4 THE CUSTOMER-DRIVEN ORGANIZATION Quality in a product or service is not what the supplier puts in. It is what the customers get out. Peter Drucker The corporate world has long understood the importance of serving their customers. Those companies that have neglected to do so effectively are probably no longer in business. This issue is no less important for the nonprofit development organization, although experience continues to demonstrate that customers don’t seem to get the attention they need or want from many of these organizations. Clearly, the development organization exists to provide a service. Potential and past customers, clients, and constituents call on an organization to have their needs met. They either believe that this service can help them or they want to discover if it can. How can an organization truly serve others if it doesn’t value their needs and desires, if it doesn’t understand them, and if it doesn’t strive to meet those needs and provide excellent value? If meeting customer, client, and or constituent needs is really the focus of the organization, then the belief must be held by all within that organization that the customer truly comes first and everything else must come second. If this is the dominant philosophy and culture, the staff will tend to value their work more and be less bureaucratic. The premise of this book is managing for excellence. “Excellent” customer service basically includes listening to your customer’s needs and desires...
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...submission of an assignment on Tram Paper. The assignment topic is Measurement of Customer Satisfaction Level Of consumer Product. So therefore pray and hope that you have received my assignment & any inquire please let us known. Sincerely Your obediently students 2ed Year Group-B ----------------------------- Saydur Rahman Sourav ABSTRACT Service quality and customer satisfaction are very important concepts that companies must understand if they want to remain competitive and grow. In today’s competitive environment delivering high quality service is the key for a sustainable competitive advantage. Customer satisfaction does have a positive effect on an organization’s profitability. Satisfied customers form the foundation of any successful business as customer satisfaction leads to repeat purchase, brand loyalty, and positive word of mouth. The aim of this research was to apply the ACSI model in the context of service quality in the Macedonian mobile telecommunication industry in order to describe how customers perceive service quality and whether they are satisfied with services offered by T-Mobile, ONE, and VIP (three...
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...Introduction The customer service is one of important part of marketing. According to Adam Smit “Customer care is the bridge between the manufacturer and the consumers" However, the failures of some companies are not interested in customer service; it leads to the backs of customers with the products or services. In 21st century, service providers and gradually grow to become an industry favourite, promising. The services link between manufacturers and customers, and the impact between these objects. Manufacturers through the provision of services to customers, and receive feedback from them and meet their requirements. Customers through service providers say their desire to manufacturers. On the other hand the customer care is always a necessary requirement in the business of companies. Today, customers want to be treated with courtesy, respect and hear the heartfelt thanks. Therefore, a successful company not only provides good products for customers but also this company need professional customer service system. The report provides the good customer service of John Lewis, it shows the company's efforts to meet the demand of customers. Besides, through this project I wanted to go into quality customer care services of Viettel Telecom like a bad example. This report indicates causes and consequence of poor quality of service Viettel Telecom. From which, I provide a few suggestions and recommendations to the company may improve the quality of their customer services. II. Summary of...
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