Service Quality And Customer Satisfaction Essay
CHAPTER 1
BACKGROUND OF THE STUDY
In recent days, most of the businesses focus on efficient and effective service quality to get customer satisfaction and help the businesses to be more competitive advantages in business world days by days. In order to compete with other business in such globalized economic environment effectively and efficiently, an organization need to understand how their services perceived and classified from a customer point of view and what is the uniqueness and specialty of the services that the business provided. According to Shemwell, Yavas and Bilgin (1998) provide a high quality service is the key to a sustainable competitive advantage and gain customer satisfaction in an era of intense globalization. Devlin and Dong (1994) stated that, numerous studies show that providing high-quality service lead to increased profits, market share and also saving the cost
In modern and globalized world, service quality management becomes an important strategy to maintain and gaining customer satisfaction
…show more content…
Based on all the problems mentioned, effectiveness of service quality is being questioned. Service and employees are the main factors to some of an organizations to measure their effectiveness to achieve the level of satisfaction.
Therefore, this study will be attempted to investigate the impact of perceived price between service quality and customer satisfaction at the Darul Ehsan Medical Centre, Shah Alam.
RESEARCH OBJECTIVE
1. To investigate the factors of service quality that influence customer satisfaction at the DEMC, Shah Alam.
2. To identify the relationship between service quality and customer satisfaction at the DEMC, Shah Alam.
3. To investigate whether the perceived price can influence the relationship between service quality and customer satisfaction at the DEMC, Shah
Sainsbury's Customer Service Essay
123 Words | 1 PagesCustomer service is mainly the most of Sainsbury’s staff. This requires common tasks to be carried out down on the shop floor like the checkout assistants which is there for the customers to pay for their products they want to purchase. The general assistants are experienced in many skills linking to stocking shelves and checkouts for the greatest amount of availability of products for the customers. Also stock control is a type of customer service that Sainsbury’s have. So the stock control is where the level of stock are checked daily and were the employees will order more products when needed.
Qualitative And Quantitative Research Essay
762 Words | 4 PagesIn this report I am going to be comparing and contrasting quantitative and qualitative methods of research. Quantitative data is data that is generally focused on numbers for example methods like questionnaires and official statistics. Qualitative data is data that is a lot more in depth for example interviews and observations. I am going to be comparing questionnaires with interviews and official statistics with observations. Questionnaires are used to collect quantitative data as the results can be expressed with numbers.
Dignity And Respect In Health Care Essay
952 Words | 4 PagesTherefore, understanding patients ' perspectives on the meaning of dignity and respect in health care setting is critical to achieving the goal of person-centred care. Ensuring a physical environment that allows patients to maintain their privacy and dignity is another applicable standard under this principle (NCNZ, 2012a).This standard focuses on the importance of supplying a physical environment to ensure that a patient’s privacy is well-protected. That is because there is an indispensable link between the physical environment and health care outcome (Joseph & Malone, 2012). The physical environment can improve patient safety, decrease patient’s stress and improve overall healthcare quality. On the contrary, an environment that lacks privacy
1.2 Explain Critical Elements Of Customer Service
548 Words | 3 Pages1 - What is customer service? Customer service is how you treat your customer. How well you treat your customer is how likely they are to visit your store or use your service again. Great service can also encourage customers to refer your service to friends and family. 2 - Explain critical elements of customer service.
In-Depth Interview Essay
702 Words | 3 Pagesi. In-depth Interview The in-depth interview technique was applied as a research tool for one-on-one interview in this study to allow open discussions face to face in order to identify and to explore factors affecting job dissatisfaction among nurses in hospitals and factors affecting patients’ care satisfaction trough a provision of hospital services rendered to them. The in-depth interview was considered as adaptable for this study because it helped the interviewees to be confident and have more freedom while responding to the questions related to job dissatisfaction/satisfaction among nurses and questions related to health services rendered to patients. Therefore, a group of five (5) senior officials of each hospital namely, the Medical
Mkt 421 Week 4 P's Marketing Strategy
1479 Words | 6 PagesNAME – HARJIT SINGH ID- ND14511 Marketing is communicating the value of a product, service or brand to customers, for the purpose of promoting or selling that product ,service , or brand. The main purpose is to increase sales of the product and profits of the company P 's Marketing Product-product are the goods and services that your business provides for sale to your target market. When developing a product you should consider qualiy, design, features, packaging, and customer service.
Technical Quality In Health Care
1147 Words | 5 PagesPatients are satisfied with the clinical and physical dimensions of services quality but they have more preference for the clinical dimension than the physical. Noor & Phang (2008). Past studies has shown a strong relationship between loyalty, purchase intentions and patient satisfaction in the direction of the healthcare provider.(Lebarere et al, 2004; Hasin et al, 2001). The prominent end result of a satisfied patient is a positive word of mouth, lower operation costs for the health care provider resulting in a higher market share (Boshoff & Gray, 2004). Providers of healthcare are always striving to exceed the expectations of patients (Bopp, 1990) because patients pays high attention to and also
Exploratory Research: Division Chief And The Administrative Assistant
1672 Words | 7 PagesIntroduction The three appropriate types of research that the division chief and the administrative assistant can utilize to uncover the reasons for falling quality in customer service are the exploratory study, the communication study and the causal-explanation study. Each of these three studies will be described and will contain persuasive explanations as to why the decision for each of these three types of research will greatly assist the chief and the assistant in their research. Exploratory Study, Experience Survey and Secondary Data Due to the generalized nature of an exploratory study in the field of research, this study will be one of the appropriate selections in regards of research for the conglomerate of hotels under examination.
Assignment 3: Student Interview Report
495 Words | 2 PagesLast week, we had the pleasure of sitting down and talking with Julie Nickerson, a Junior at Simmons College. Nickerson is currently pursuing a double major in Business Management as well as Public Relations, Marketing & Communications and a minor in health care management at Simmons. Nickerson has built her career over a variety of roles ranging from interning at Blue Cross Blue Shield of Massachusetts last summer, to currently working for Simmons College as a Student Worker in the Academic Programs Office. We wanted to get to know Nickerson more, so we asked her a couple of questions regarding her college decision and life post-graduation: Where did you grow up?
Essay On Customer Service Culture
1083 Words | 5 PagesCustomer service is vital for establishing and maintaining a loyal customer base. An excellent customer service culture is an essential part of a successful business or organisation. Quality products and competitive prices will take the back seat if your employees do not meet the expectations of your customers. Retaining customers will become a headache with rude and inexperienced customer service staff, ultimately leading to a drop in sales. Existing customers will take their business elsewhere, why patronise an organisation that has no regards for its customers?
Hospitality Industry Essay
1780 Words | 8 PagesOverview Hospitality means kindness to everyone, and make an environment of home away from home. It is the pure relation between the guest and host. The field work include the management of hotels, restaurants & other tourist attractions comprising of the hospitality industry facets of hospitality management includes – TOURISM MANAGEMENT, HOTEL MANAGEMENT, EVENT MANAGEMENT, RESORT MANAGEMENT, etc.. Introduction Evolved to be the fastest growing sector, today. It is a multi-billion dollar enterprise.
Qualitative Assessment Essay
941 Words | 4 PagesPart B Analysis of a formative assessment instrument Written assessment for students of grade 3 on Animals Overview of the assessment instrument The assessment analyzed in this part of the assignment is formative. It is a written assessment given to students of grade 3 (21 students) at the end of the unit as formative assessment with the purpose of understanding students’ knowledge of the subject science on the topic’ Animals’ and adjusting necessary changes to future teaching if students are not up to the expected standard. This assessment is subjected to observe the following behavior from the students as learning targets. • Recognition of reptiles, mammals, amphibians and birds.
Literature Review Of Customer Satisfaction In Restaurant Industry
1284 Words | 6 Pages1. Student details: 1.1 Name: Vaghela Deepikaben Maganbhai 1.2 Student ID:1525258 2. The programme of research 2.1 Title: To evaluate customer satisfaction in restaurant industry in India. 2.2 Research Objectives: • To explore the relationship exist among these factors, employee performance, food quality, price, physical environment and customer satisfaction with the help of literature review.
Qualitative Analysis Essay
1717 Words | 7 PagesIn order to unmask the some other secreted factors which were not recognized by quantitative analysis, qualitative method of data collection was also used. Qualitative analysis is an efficient tool for obtaining information regarding values, attitude, opinions and behavior of specific population (Mack et al., 2005). Qualitative investigation in current study was mainly based on key informant interviews. The key informants are the informed people whose experiences, views and annotations relevant to the specific topic; are shared by the researchers in order to explore a occurrence under study (Patton, 1990). Different people have different capabilities for explaining and verbally expressing information however, it is useful to take small number
Outstanding Customer Service Essay
400 Words | 2 PagesTop Five Tips for Outstanding Customer Service Description: Every customer expects a smart service experience from the business owner he/she is dealing with. Making the customers experience great as undoubtedly a daunting task, therefore in this blog I have sourced a few quotes that will give you direction on as to how can you provide outstanding customer service. Over the time, there are been a lot of improvement in the way customer service is delivered.
More about Service Quality And Customer Satisfaction Essay
Sainsbury's Customer Service Essay
123 Words | 1 PagesQualitative And Quantitative Research Essay
762 Words | 4 PagesDignity And Respect In Health Care Essay
952 Words | 4 Pages1.2 Explain Critical Elements Of Customer Service
548 Words | 3 PagesIn-Depth Interview Essay
702 Words | 3 PagesMkt 421 Week 4 P's Marketing Strategy
1479 Words | 6 PagesTechnical Quality In Health Care
1147 Words | 5 PagesExploratory Research: Division Chief And The Administrative Assistant
1672 Words | 7 PagesAssignment 3: Student Interview Report
495 Words | 2 PagesEssay On Customer Service Culture
1083 Words | 5 PagesHospitality Industry Essay
1780 Words | 8 PagesQualitative Assessment Essay
941 Words | 4 PagesLiterature Review Of Customer Satisfaction In Restaurant Industry
1284 Words | 6 PagesQualitative Analysis Essay
1717 Words | 7 PagesOutstanding Customer Service Essay
400 Words | 2 Pages