Measuring Service Quality Using SERVQUAL Introduction Measuring the quality of a service can be a very difficult exercise. Unlike product where there are specific specifications such as length‚ depth‚ width‚ weight‚ colour etc. a service can have numerous intangible or qualitative specifications. In addition there is there expectation of the customer with regards the service‚ which can vary considerably based on a range of factors such as prior experience‚ personal needs and what other people
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measurements‚ as in a sample survey. In a designed experiment‚ researchers impose treatments and controls and then observe characteristics and take measurements. Data from a sample of citizens of a certain country yielded the following estimates of average TV viewing time per month for all the citizens. Answer: Inferential‚ because the statistics are used to make inference about the population. * 50 kids are divided into 2 groups. One is exposed to a vid on bullying. The other isn’t. After
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mm1 simulation in matlab clc;clear; ST_Idle=0; ST_Busy=1; EV_NULL=0; EV_Arrive=1; EV_Depart=2; EV_LEN=3; Q_LIMIT=1000000; % next_event _type=[]; % num_custs _delayed=[]; % num_delays _count=[]; % num_events=[]; % num_in _queue=[]; % server_status=[]; % area_num _in _queue=[]; % area_server _status=[]; % mean_interarrival=[]; % mean_service=[]; % clock=[]; % time_last _event=[]; % total_of _delays=[]; time_arrival=[]; time_next _event=zeros(1‚EV_LEN);
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Labor hours 22‚000 28‚000 Capital cost applied to the department ($) $375‚000 $620‚000 Bob knew that his labor cost per hour had increased from an average of $13 per hour to an average of $14 per hour‚ primarily due to a move by management to become more competitive with a new company that had just opened a plant in the area. He also knew that his average cost per barrel of raw material had increased from $320 to $360. He was concerned about the accounting procedures that increased his capital cost
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Measures of central tendency are scores that represent the center of the distribution. Three of the most common measures of central tendency are: – • Mean Median Mode – – The Mean The mean is the arithmetic average of the scores. – Mean is the average of the scores in a distribution _ X = _________ i N Σ Xi Mean Example Exam Scores 75 91 82 78 72 94 68 88 89 75 ΣX =sum all scores n = total number of scores for the sample • Pros – – – Pros and cons of using mean
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entered “6” when the response was really “5”. This data entry error had made the responses in five questions seem skewed. Even with these two major errors in the raw data‚ the negative responses were the highest percentage in all of the questions. The average negative responses were almost 30%. The top two highest negative responses were in questions nine (41%) and six (38%). The employees who responded felt that BIMS is not good at communicating and they also felt that they weren’t being paid fairly for
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PROD 529 Fall 2010 Manzana Insurance: Fruitvale Branch Case Executive Summary In 1991‚ Manzana Insurance’s Fruitvale branch was suffering on many performance measures including obtaining new policies‚ retaining current policies‚ long turnaround times‚ and the accumulation of a backlog of renewal policies. There are a number of problems leading to these poor performance measures including unbalanced work load on the underwriting teams‚ department utilization‚ work prioritization‚ and some
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Executive Summary Paws Palace Pet Clinic is experiencing a high influx of new patients for Dr.Bill Schulke and his wife/manager‚ Sue Schulke. The opportunity of prospective new patients and profits is wonderful if all new patients could be attended to. The problem lies in the simple question‚ would a veterinary assistant be necessary in order to treat all patients and still keep profits soaring up for the clinic? Using Monte Carlo simulation and distributions fitting using the @Risk software‚
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Kong. It should be noted that this is only a short-term solution to the problem and the model itself must be looked at. For more consistent‚ accurate forecasts‚ a weighted average method should be used to give those committee members who have been most accurate in the past more importance‚ instead of using a simple moving average. As long lead times contribute to the difficulty in forecasting demand‚ Sport Obermeyer should attempt to reduce lead times for its production. One of the root issues
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the future cost of debt. Joanna calculated the cost of debt by taking the interest expense for 2001 and dividing it by the average debt balance. The cost of debt for Nike is the effective rate that it pays on its current debt‚ meaning the yield to maturity of bonds should be used to make an estimate instead of the average debt balance. Through the use of past data‚ the average balance of debt‚ the 4.3% before-tax cost of debt does not accurately reflect Nike’s current or future cost of debt‚ and therefore
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