SALES SERVICE AND CUSTOMER SATISFACTION Abstract. In today’s ever changing competitive environment‚ business cannot survive unless they satisfy their customers. The delivery of after sales service by a company is critical in satisfying customer needs and perceptions. In order to have quality after sales service a proper delivery system has to be in place. This is an empirical study on after sales quality of Pakistan’s automotive battery manufacturer. The research measured the quality of service in
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MANAGEMENT OF QUALITY Introduction Quality refers to the ability of a product or service to consistently meet or exceed customer requirements or expectations. Different customers will have different requirements‚ so a working definition of quality is customer-dependent. In order to rebuild its economy after the Second World War‚ Japan focused on quality improvement‚ making it a national imperative. This took place during a time when quality was not uppermost in the minds of business organizations
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seen from the customer‟s point of view.” Keating & Hafner [68] initiated that business models can be applied to libraries; they draw analogies from business by substituting “library” for “corporation and “user” for “customer”. The e-Business domain is being employed extensively in government‚ library‚ and non-profit diverse organizations lately. Constantinides (2002) [69] proposed the Web-Marketing Mix (WMM) model to identify the online marketing critical elements and addresses the E-Commerce strategic
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Strategic management analyzes the major initiatives taken by a company’s top management on behalf of owners‚ involving resources and performance in external environments.[1] It entails specifying the organization’s mission‚ vision and objectives‚ developing policies and plans‚ often in terms of projects and programs‚ which are designed to achieve these objectives‚ and then allocating resources to implement the policies and plans‚ projects and programs. A balanced scorecard is often used to evaluate
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the rising sophistication in medical technology not only changed the services delivery nevertheless‚ it has also changed the way medication is practiced. According to Huq.Z‚ (1996)‚ the challenge of increasing change in medical technology is also being faced by many developed countries including United Kingdom and United States. Along with‚ the cost and government regulations also pressurize hospitals to reconsider their quality management programs. TQM is considered to be a complete and planned
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Theory Theories are constructed in order to explain‚ predict and master phenomena (e.g. relationships‚ events‚ or the behavior). In many instances we are constructing models of reality. A theory makes generalizations about observations and consists of an interrelated‚ coherent set of ideas and models. Theoretical Framework The theoretical framework of the study is a structure that can hold or support a theory of a research work. It presents the theory which explains why the problem under study
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yourself" are written across it in bold cut-out letters. You stop to think to yourself about the possible meanings of this poster. It shows the apparent work of a feminist sowing women’s struggle with her own self-image. Barbara Kruger is an American conceptual artist as well as a transformational leader‚ states Wikipedia (1). She uses her work to make people think about the serious issues in society today. Her work is in many common places for the view of the public eye. Kruger provokes people with her
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Managing Cost of Quality: Insight into Industry Practice Andrea Schiffauerova *‚ Vince Thomson ** * École Polytechnique de Montréal‚ Department of Mathematics and Industrial Engineering‚ Montreal ** Department of Mechanical Engineering‚ McGill University‚ Montreal‚ Canada Article Reference: Schiffauerova‚ A. and Thomson‚ V.‚ “Managing cost of quality: Insight into industry practice”‚ The TQM Magazine‚ 2006 Abstract This paper reports on the study of the quality costing practices at four large
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1.1 AN introduction overview TO THE BROAD AREA OF TOPIC This research is based on comparison of Quality service offered by pizza hut and dominos. This research is based on to test the quality of service and comparison between two Pizza Houses. The fast food industries of India is experiencing phenomenal growth and is one of the fastest growing sectors in the country‚ with the compounded annual growth rates of the market crossing 25%. Further‚ on the back of changing and busy lifestyle‚ fast emerging
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complex conditions of modern business and increase in almost all aspects of services operation have compelled the management of every service industry to place emphasis on the efficient and effective method of presenting its service. The need for marketing in service industry cannot be overemphasized‚ the degree of marketing activities in a company depends on the size of the market. Traditionally‚ executives in service industries have not been market driven. They have lagged behind sellers of products
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