MANAGING SERVICE QUALITY IN HOSPITALITY INDUSTRY THROUGH MANAGING THE ‘MOMENT OF TRUTH’: A THEORETICAL APPROACH Deborah Christine Widjaja Lecturer‚ Hotel Management Program‚ Faculty of Economics‚ Petra Christian University Email: dwidjaja@peter.petra.ac.id Abstract: Hospitality industry is one of the service businesses that pays so much attention to service quality as it is the main intangible product that it produces. This short article examines how to manage service quality in hospitality industry
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LITERATURE REVIEW SERVICE QUALITY AND CUSTOMER SATISFACTION IN KFC CHAINSTORES The purpose of this study is investigating the service quality of KFC chain stores and how the service quality affect customer satisfaction based on the theory of “service quality” and “customer satisfaction” and the Customer satisfaction survey in website: talktokfc.com. We do the literature reviewson some important concepts to make clearer about the service quality and the level of customer satisfaction in KFC chain
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Appendix 2 SERVICE QUALITY QUESTIONNAIRE This is a questionnaire intended for disabled students of a Higher Education institution: University The questionnaire comprises three parts (A to C). Part A - a single question on your level of satisfaction with the overall services Part B - a set of 26 statements on your assessment of the quality of services delivered within your university‚ compared with the service level of an excellent university Part C - four questions: one on overall
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………………………………….….……. 3. II. Recent history and evolution of logistics ……………………………….…….. 4. a. Include information on significant milestones in logistics maturity …………..…….. 4. b. Describe a typical logistics model prior to UPS in 2011 ……………………..……… 5. III. The Transition at UPS …………………………………………………………………. 7. a. Identify the key drivers for logistics transformation at the company ………….…… 7. b Describe the process undertaken ……………………………………………….......… 9. c Ascertain the key milestones of
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Marketing Principles Assignment one Air Asia Section 101 Ibrahim K. Al-Zuwaid 200800196 Company Case Q. What are the micro and macro environmental factors that have contributed to the early success of Air Asia? Micro factors: 1. Fernandes (the CEO of Air Asia) contributed heavily to the success of Air Asia. He was seen working alongside with the employees as a baggage hander to get to know his staff members and to listen to the customer’s wants and needs. Mr. Fernandes
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MANHAS SUBMITTED OF SYNOPSIS BY:- MISS. SUMITIKA GUPTA(ROLLNO 22) TOPIC OF PROJECT REPORT:- TO STUDY SERVICE QUALITY OF HDFC BANKS.(UNDER MARKETING FIELD). COMPANY:- HDFC BANK. DATE OF SUBMISSION:-15OF SEP;2012. Introducation of sevice quality:- In the days of intense competition‚ the banks are no different from any other consumer marketing company. It has become essential for the service firms in general and banks in particular to identify what the customer’s requirements are and how those
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AirAsia Berhad (284669-W) 25-5‚ Block H‚ Jalan PJU 1/37‚ Dataran Prima‚ 47301 Petaling Jaya‚ Selangor Darul Ehsan‚ Malaysia Tel : (603) 78809318 Fax : (603) 78806318 E-mail : investorrelations@airasia.com Website : www.airasia.com CONTENTS AirAsia Berhad | annual report 2007 Our Dreams and Aspirations To be the largest low cost airline in Asia serving the 3 billion people who currently are underserved with poor connectivity and high fares. G G 2 4 7 8 12 20 22 24 26 30 32 34 36
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Topic Review Question Topic 6: Designing Quality Service 1. Explain the reason why quality techniques in the service industry are less mature than quality techniques for manufactured products. Give your opinion‚ what can be done to bring quality techniques for the services industry up to a higher level? As discussed in Question 3‚ product quality has been in existence far longer than service quality. Tools such as SERVUAL and gap analysis are being pressed into use. Concepts like the interrelationships
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Comparison of service quality of TNT express and DHL express with RATER dimensions The quality level of service provided by TNT Express and DHL Express in China could be described within the RATER dimensions of service quality. Samples and numbers are provided below to evaluate the quality of their service. Reliability Based on TNT Express annual report 2011‚ the service quality in that year has achieved an all time high with a 96% on-time delivery performance for the one million daily deliveries
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Introduction An analysis of the External Environment would be done so as to facilitate a direct comparison between the generic elements where AirAsia has been founded in. The report then would delve into an internal analysis whereby the Porter’s 5 Forces would reiterate the direct forces that would affect the Airline Industry and subsequently‚ AirAsia itself. The capabilities and core competencies of the firm would be explained in greater detail towards the latter part of the report before a series
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