BUILT ENVIRONMENT An Exploratory Study of Customer Satisfaction Based on ACSI Model An application to the No.2 bus service in Gävle of Sweden Le Xue Chun Yang December‚ 2008 Master’s Thesis in Management of Logistics and Innovative Production Abstract This thesis used ACSI model as a theoretical basis‚ which is a cause-and-effect model‚ to measure the quality of goods or service that starts from “customer expectations” to “customer satisfaction”. The purpose of this thesis is to find a
Premium Bus Regression analysis Public transport
the competitive environment. According to Cole et al. (2011‚ p.199)‚ “CSR is defined as a concept where the organization shows more interests towards the society by taking responsibility for the impact of their activities including stakeholders‚ customer‚ environment.etc.” It states that the company focuses more in the wellbeing of other than it is required in economic and legal point of view. In today’s world‚ the Business industries are more saturated and arduous to keep up in the competitive environment
Premium Corporate social responsibility Corporate social responsibility Business ethics
2007 1 CONTENTS Introduction to Customer Satisfaction Case Scenario Research Objective Methodology - Survey Method - Sampling Method - Determining Sample Size Questionnaire Design Analysing Result Conclusion Appendix Bibliography Word Count: 2‚721 Page 3 4 4 4 6 9 10 11 12 2 Introduction to Customer Satisfaction Satisfaction arises when an expectation is being fulfilled. Customer satisfaction refers to the extent to which customers are happy with the products and services
Premium Sampling Marketing Questionnaire
Customer Satisfaction in Banking Introduction Aiming for the customer satisfaction is the most challenging task in every organization. Through the satisfied customers‚ a firm an easily measure the effectiveness of the business‚ its potential and position in the industries‚ and the areas that are needed to polish and improve. Keeping the trust of a customer is not an overnight miracle but with full of patience and bountiful of effort. Background and Problem Statement The products and services
Premium Research Research and development Scientific method
quality has been recognized as a key factor in differentiating service products. Customer satisfaction can be secured through high quality products and services (Getty & Getty‚ 2003; Gupta & Chen‚ 1995; Tsang & Qu‚ 2000). Edvardsson (1996) reflected that the concept of service should be approached from the customer ’s point of view‚ since it was his/her perception of the outcome that constituted the service. Customers may have different values and different grounds for assessment and most of the time
Premium Hotel Hospitality industry
“Ice Cream in a Baggie” Lab Report Purpose: The purpose of this experiment is to find out how the recipe of making ice cream in a baggie can be altered to make the ice cream smoother. Hypothesis: Let n=the right amount of salt for the perfect ice cream. If the amount of salt used is greater than n‚ then the ice cream will be too thin. If the amount of salt used is less than n‚ then the ice cream will be too thick. Materials: 1. ½ cup milk 2. ½ cup whipped cream 3. ¼ cup sugar
Premium Water Chemistry Milk
FACTORS AFFECTING CUSTOMER SATISFACTION : A STUDY ON MARUTI-SUZUKI Name : PROSEN SAHA 11/MBA/34 AKNOWLEDGEMENT Firstly‚ I would like to thank my project guide Mr.Subhadip Sarkar for giving me the opportunity to work on this project. His valuable suggestions‚ guidance and supervision had helped us to a great extent in accomplishing this project. This project has no doubt has given us the knowledge and the experience. I also take this opportunity to thank all the Respondents for their
Premium Suzuki Maruti Suzuki
"cracker" in the United States and a "cookie" in English-speaking Canada.[1] Biscuits in the United Kingdom and Ireland may be savoury (savoury biscuits are often referred to as "crackers") or sweet‚ such as chocolate biscuits‚ ginger nuts‚ custard creams‚ or the Nice biscuit. Although in Commonwealth Nations‚ the term "cookie" may be synonymous with "biscuit"‚ a cookie is generally a softer baked product. Biscuit | American biscuit (left) and one variety of British biscuits (right) – the American
Premium Biscuit
» Articles/Knowledge Sharing » General » A Model Questionnaire On Customer Satisfaction in Banking Service Posted Date: 20 May 2010 | Resource Type: Articles/Knowledge Sharing | Category: General | Author: k. senthamilarasu | Member Level: Silver | | Rating: | Points: 10 (Rs 5) | | | This is model questionnaire on customer satisfaction in banking service. | | A survey On Customer Satisfaction In Banking Services 1. Name : 2. Address : 3. Occupation :
Premium Bank Online banking Cheque
Customer Satisfaction Of Products / Services In Goel Scientific Glass Works Pvt Lmt. By: - Seema. R. Saxena Introduction Aiming for the customer satisfaction is the most challenging task in every organization. Through the satisfied customers‚ a firm an easily measure the effectiveness of the business‚ its potential and position in the industries‚ and the areas that are needed to polish and improve. Keeping the trust of a customer is not
Premium Total quality management Good Customer