Assessment Tool 1 - Case Studies 1-4 Case Study 1 - Zenith Software Company’s new team Zenith Software Company (ZSC) develops and distributes accounting software applications. The products have proven to be very popular with small businesses. The new Marketing Director‚ Rob‚ recently discovered customer satisfaction had diminished significantly. She discovered that her predecessor had focused entirely on short term profits and sales volume‚ unfortunately ignoring customer queries and their problems
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I‚ JINET JOSE‚ Student of Rajagiri Business School‚ Kakkanad hereby declare that the report titled‚ “An Analysis of Airtel Money & the factors influencing its spread”‚ is a bonafide record of the project work done by me‚ for BHARTI AIRTEL‚ CHENNAI during the period of 8th April 2013 - May 30th 2013 as a part of my PGDM programme at Rajagiri Business School. This study has been undertaken in the partial fulfilment of the requirement for the award of Post Graduate Diploma in Management by
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1. Introduction Bharti Airtel Limited‚ is the world’s third largest provider of telecommunication services with presence in the 22 licensed jurisdictions in India and having operations in Sri Lanka‚ Bangladesh and Africa‚ with an aggregate customer base of 252 million as of March 31‚ 2012 & Total revenue of LKR 450bn for the last financial year (2011-2012) Hence‚ proper identification and focus on its critical success factors and appropriate human resource management strategies have enabled
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transaction is done between different value of currency. This study has been undertaken to analyze whether the customer who deals with Thirumaal Finance Limited (TFL) for Foreign Exchange services in Chennai City are satisfied with the services provided by TFL or not. In todays market there are many Foreign Exchange service providers‚ but every customer has some preference to choose a particular Foreign Exchange service provider‚ and the customer who has used TFL service atleast once‚ will only use the
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BANK CUSTOMER SATISFACTION SURVEY (Domestic Bank Customer Satisfaction) PLEASE DO NOT WRITE YOUR NAME ON THIS QUESTIONNAIRE Bank Negara Malaysia recently announced the introduction of a Customer Satisfaction Index (CSI) as a possible standard of excellence to benchmark organisations within the financial sector. With the merger and consolidation of financial institutions in Malaysia‚ their future success will depend upon customer satisfaction and loyalty. We invite you to participate in our survey
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Quality of the product • Customer Service • Employee satisfaction • Specific demographic targeting • An almost untapped market Value Proposition: • The customer (and customer service) above all else. • Coffee drinking as an experience • ‘Coffee culture’ • Emotional benefits of drinking coffee Brand Image: • Customer-centric 2. Why have Starbucks customer satisfaction scores declined? Has the company’s service declined‚ or is it simply measuring satisfaction the wrong way? Why
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satisfaction towards broadband service Literature Review on Customer Attitude Towards Broadband Services Research Title: Measuring Customer Attitude towards Broadband Services Literature Review Early studies on impacts of broadband computer networks on society mainly focus on offering expert opinions‚ forecasting future trends‚ and speculating about the potential of the technology. More recent studies attempted to assess the penetration rate of broadband by focusing on specific types
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` CUSTOMER CARE AND CUSTOMER SATISFACTION IN HOTELS A CASE STUDY OF SHERATON HOTEL BY NATUHWERA CHRISTINE 07/U/13737/EXT SUPERVISOR: MR. TIBAINGANA ANTHONY A RESEARCH REPORT SUBMITTED TO MAKERERE UNIVERSITY IN PARTIAL FULFILLMENT OF THE REQUIREMENT OF THE AWARD OF A DEGREE OF BACHELOR OF COMMERCE JULY 2011 DECLARATION I‚ Natuhwera Christine hereby declare that customer care and customer satisfaction in hotels is entirely my own original work and has never been presented
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ATMs –Automated Teller Machine ATMs have become the order of the day in banking. Most banks are networking the ATMs. A network of connected ATMs of various banks has resulted in the improvement of customer services. They can effectively reach out a large customer base at low cost. The customers by inserting a plastic card get currency notes from ATMs and their bank balance is revealed through ATMs. When the card is inserted in the ATM‚ the machine identifies the card holder and asks for Personal
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1. Introduction Bharti Airtel Limited is a major Indian telecommunications firm‚ with a particular focus on operating in the mobile services market. Founded in 1995‚ the company quickly tried to exploit growth opportunities arising from the liberalization of Indian telecommunication markets. The family owned business was soon able to generate profits and extend market shares. However‚ the pace of company growth challenges the firm in terms of being able to setup necessary infrastructural elements
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