Assignment 4 Semester 1‚ session 2011/2012 Submitted by: Student | : | Nadiah binti Zainudin | Student No. | : | WET080011 | Instructor | : | Saeid Abolfazli | Date | : | 2nd Nov 2011 | ------------------------------------------------- Questions: 1. What is QoS? Why QoS is important and how QoS is measured? 2. What is management of QoS? ------------------------------------------------- ------------------------------------------------- Answers: 1. What is QoS? In
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The determinants of service quality: satisfiers and dissatisfiers Robert Johnston University of Warwick‚ Coventry‚ UK Introduction There appear to be five major debates taking place in the service quality area. One debate concerns the similarities and differences between the constructs of service quality and satisfaction (see e.g. Anderson and Sullivan‚ 1993; Bolton and Drew‚ 1991; Cronin and Taylor‚ 1992‚ 1994; Oliver‚ 1993; Parasuraman et al.‚ 1988; Taylor‚ 1993; Zeithaml et al.‚ 1993). There
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| | A Research OnPerceived Service Quality of Public Transport(PART I) | Prepared For:Dr. Sunanda SangwanPrepared By:Ng Choon Heong 081296K05Ng Shi Hui 081047L05Yojit N Govindani 081479G05 Tutorial group: 7Project group: 125 September 2009 | | ABSTRACT This report begins with an explanation of the current situation which leads to the formulation of the research problem‚ which is to conduct a research on the perceived service quality of public transport. The current
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Evaluation of Service Quality in Internet Banking 1. Introduction: 1.1 Background 1.1.1 Banks have conventionally been in the vanguard of harnessing technology to develop their products‚ services and competence. They have‚ over a long time‚ been using electronic and telecommunication networks for delivering a extensive variety of value added products and services. The delivery channels include direct dial – up connections‚ private networks‚ public networks etc and the devices include telephone
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Task one Service excellence is important to an organisation as it is the key to gaining new customers and customer retention. Any business must operate on the basis that customer service is the most critical aspect to a business’ success as happy customers are more likely to continue using the service provided and more importantly will pass their experiences onto potential new customers. This is becoming even more significant as customers are communicating their service experiences – good and bad
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Section 1 – Understand methods of communication with customers 1a) Use the table below to outline at least two different customer service situations and the different methods of communication that would be needed in these situations. Situation Methods of communication 1. The porridge that a guest has ordered is not available. Verbal. The best approach in this situation is to speak to the guest face to face and apologise whilst explaining why the porridge is unavailable
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| Importance of Quality in different manufacturing processes | | | | | | | | TERM PAPER ------------------------------------------------- ACKNOWLEDGEMENT This term paper would not be accomplished without the generous contributions of individuals and organizations. I am very much grateful to them for their unlimited help and support. Additionally‚ we thank our course instructor Fateh Pal Singh who believed that I could terminate this term paper on time. His moral guidelines‚ endless
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2-1. Present a summary of what employers can and cannot legally do with respect to recruitment‚ selection‚ and promotion and layoff practices. Individual Knowledge and Skills. When conflict occurs because members of the organization have different backgrounds‚ different values because of different socialization experiences‚ or different time spans of feedback from their work‚ exposure to these differences by cross-training or job rotation can help to reduce the conflict. Interpersonal communication
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Report on Service Quality of Remington Hotel Introduction The concept of quality holds a central place in the hotel industry where servicing is the main part of the business. Lewis and Booms (1983) commented that service quality is “a measure of how well the service match with the customer expectations” on a consistent basis. Parasuraman et al (1985‚ p. 42) stated‚ “Quality is an elusive and indistinct construct” Quality is comparison between expectation and performance. Parasuraman et al (1988)
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Some of the effective human resource management practices that I have seen and experienced are the human resource management creating an environment full of diversity among staff. Recruiting employees that are trained in more than one area within the organization and providing opportunity to advance within the company to other areas of position. I have experience effective practice with how the human resource management makes recommendation to higher up regarding individuals who work beyond his/her
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