International Journal for Quality research UDK- 656.025.2:658.56 Short Scientific Paper (1.03) SERVICE QUALITY AND CUSTOMER SATISFACTION IN PUBLIC TRANSPORTS Filipa Fonseca1) Sofia Pinto1) Carlos Brito2) 1) Faculty of Economics and Management‚ Catholic University of Portugal‚ Portugal 2) Faculty of Economics‚ University of Porto‚ Portugal Abstract: The objective of the paper is to identify the determinants of service quality as well as its impact on the satisfaction of public transport commuters
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Roadside Assistance Service Companies Overview Who actually provides roadside assistance service that many people buy from the vehicle manufacturer‚ insurance company or motor club? The same tow truck can be an authorized provider for many different companies. Actually many car manufacturers and insurance companies contract out the entire roadside assistance program to a third- party. Agero Formerly Cross Country Automotive Group is one of the largest third-party service providers with call
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MANAGING SERVICE QUALITY (Application in Carrefour Retail Store) Individual Assignment of Operation Management by : Yessy Saputra MMR 39 – 151091013 PRASETIYA MULYA BUSINESS SCHOOL MAGISTER MANAGEMENT REGULAR PROGRAM JAKARTA 2010 Dalam industri jasa‚ salah satu faktor penting yang perlu diperhatikan oleh perusahaan adalah kualitas jasa. Karena jasa merupakan sesuatu yang tidak berwujud‚ maka evaluasi akan jasa menjadi suatu hal yang sulit dilakukan. Namun‚ kita tidak boleh mengabaikan hal ini
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enough. Recommendations: Disneyland should find out the main problem and rectify‚ the following we have done a problem from the four main issues and recommendations. Service Quality in the Hong Kong Disneyland In the Hong Kong Disneyland‚ the staff’s service quality is ideal for visitors holistically‚ but the minority of staff are unsatisfactory in their working performance and too long working hours while lack of rest for staff. It is concerned for their working
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SERVICE QUALITY PERCEPTION OF CUSTOMERS ABOUT SERVICE PROVIDERS COMPANIES- VODAFONE & LOOP. BATCH- SYBMS 2013-2014 DIVISION- C MADE BY- ASHUTOSH PUJA TABLE OF CONTENTS SR.NO TITLE 1 INTRODUCTION 2 OBJECTIVES OF STUDY 3 SCOPE OF STUDY 4 RESEARCH METHODOLY 5 DATA PRESENTATION 6 DATA ANALYSIS & FINDINGS 7 HYPOTHESIS TESTING ___8____ 9 _________CONCLUSION__________ SUGGESTIONS INTRODUCTION formerly Vodafone
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the GAPS model of Service Quality using a personal example: Service Name: Bell Essential Plus Internet Service Existence of a Gap: Yes Expected Service (description of expectation): The expectation was (without reading the fine print‚ which is obscure and not indicative of essential information for new customers) that upon subscribing to Bell Essential Plus I’d be able to download media content and browse the internet at a speed of “5mbps”. Perceived Service (description of
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Performance Measurements Name University of Phoenix Performance Measurements Performance measurement tools have been used by many organizations or companies these days as one of their strategies in achieving success. Specifically‚ this tool is useful for detailed evaluation of the production process of one company‚ provide extensive guidance for the decision making process‚ and assess the performance of the company departments and individual employees. In general‚ measurement
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Scheme 3) Measurement + Recognition 4) Excellence Teams -FACT BASED DECISION MAKING 1) Statistical process control 2) Team oriented problem solving (TOPS) -CONTINOUS IMPROVEMENT 1) Systematic measurement + focus\ 2) Excellence Teams 3) Cross-functional process management 4) Attain‚ maintain‚ + improve standards -CUSTOMER FOCUS 1) Supplier partnership 2) Service relationship with internal customers 3) Never compromise quality 4) Customer
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IMPACT OF MAINTAINING QUALITY IN CONSTRUCTION INDUSTRY What is Quality? The term quality means different things to different people. Some take it as the degree of excellence of a product while some take it to be the ability of a product to satisfy a need. According to the International Organization for Standardization‚ quality means “the degree to which a set of inherent characteristics fulfils the requirement.” So what is the importance of quality in the construction industry? Every construction
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Indian Hotel Industry Overview & Opportunities • Ask a question Raise your hand Type question Australia Unlimited Contents • • • • • • • • • • Key facts Advantage India Market overview Emerging Trends Investments Key initiatives Opportunities About HICSA 2011 Hotel development mission AUSTRADE INDIA – Travel and Tourism KEY FACTS AT A GLANCE • Contribution of travel and tourism to GDP expected to rise from AUD 120 bn in year 2010 to AUD 350 bn by year 2020 • Average growth
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