many service quality issues faced by a local mass transport company‚ SMRT. The company has to still remain functional amidst mass criticism amongst the public due to inefficient communication networks‚ inefficient maintenance and various problems in the senior management. As a newly appointed senior manager‚ it is imperative that we work towards delivering a high quality service to our customers. There are many tools and quality improvement frameworks that we can use to improve existing service quality
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Service means the process aimed at meeting customer expectations‚ which is fundamentally based on the direct or indirect interaction of the customer and the supplier. The result of the service typically manifests itself in an intangible form. Service quality is a way to manage business processes in order to ensure total satisfaction to the customer on all levels (internal and external). It is an approach that leads to an increase of competitiveness‚ effectiveness and flexibility of the entire company
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Zeithaml & Bitner (2003: 85) states that: "Service quality is a focused evaluation that reflects the customer’s perception of specific dimensions of service: reliability‚ responsiveness‚ assurance‚ Empathy‚ tangibles. Satisfaction‚ on other hand‚ is more inclusive: it is influenced by perceptions of service quality‚ product quality‚ and price as well as situational factors and personal factors Zeithaml & Bitner (2003: 85) states that: "Service quality is a focused evaluation that reflects the customer’s
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there is a huge scope of growth for AirAsia in Asia. The huge population with rise in middle class and a lot of disposable income together with the absence of affordable forms of transportation post a high demand for AirAsia as a low cost airline. It is also anticipated that due to the rapid urbanization trends the air travel market will continue to grow at a fast pace. The geographical structure of Asia which is archipelago will also contribute to the air transport. Example: between East and West Malaysia
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established in 1993 and began operations on 18 November 1996. It was originally founded by a government-owned conglomerate‚ DRB-Hicom. On 2 December 2001 the heavily-indebted airline was bought by former Time Warner executive Tony Fernandes ’s company Tune Air Sdn Bhd for the token sum of one ringgit (about USD 0.26 at the time) with USD 11 million (MYR 40 million) worth of debts. Fernandes the CEO‚ turned the company around‚ producing a profit in 2002 and launching new routes from its hub in Kuala Lumpur
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AKNOWLEDGEMENT First and foremost‚ I would like to express in depth gratitude to AirAsia Berhad for giving me an opportunity to become one of their team member. I am very glad and proud to be one of the team members in Ground Support Equipment Department. I would like to dedicate my most sincere gratitude to host supervisor Mr. Faisal Riza B. Adnan for opportunities given‚ unceasing patience‚ guidance‚ priceless knowledge and supports given to me during the internship. I would also like to express
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customer’s needs by collaborating with its partners. AirAsia uses authorized travel agencies to cater to travelers that have trouble in online booking. Competitors –AirAsia‚ being one of the many LCC’s (Low Cost Carriers)‚ have been a threat to the full-service carriers. Publics – Media publics and increased media coverage on LCC’s helped customers understand the no-frills concept. Internal publics are employees who work in a cooperative environment with no problems; CEO Tony Fernandes encourage the pilots
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: Jeny Utami Id : 1071117263 Good and Bad banking service that I’ve ever experienced before… It was really great to have banking service especially internet banking. It has a lot of advantage for me‚ for instance helping me out to pay my tuition fee‚ pay my bill‚ and buy a prepaid reload. Transfer money also getting easy as my parents from Indonesia send me money just thru ATM to ATM. Despite all of the good thing of the banking service. I’ve experience the worse one. If I’m not mistaken
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ISYS 90045 – Assignment 1 Service quality in Consulting: What is engagement success? By Ron McLachlin (2000) Table of Contents Introduction 3 Research Question 3 Method 3 Findings 3 Conclusion 4 Recommendations 4 Limitations 4 References 5 Introduction The success of a consulting engagement is a vague idea as it may vary depending on
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|service marketing | |EXPECTATION AND PERCEPTION OF SERVICES IN JET AIRWAYS | |BASED ON STUDY CONDUCTED THROUGH SERVQUAL | |
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