In Proceedings of the 17th IEE UK Teletraffic Symposium‚ Dublin‚ Ireland‚ May 16-18‚ 2001 QUANTIFYING CUSTOMER SATISFACTION WITH E-COMMERCE WEBSITES Hubert Graja and Jennifer McManis1 Abstract E-commerce is an increasingly significant part of the global economy. Users of E-commerce Web sites often have high expectations for the quality of service‚ and if those expectations are not met‚ the next site is only a click away. A number of performance problems have been observed for E-commerce Web sites
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Research Proposal Customer Satisfaction in the Restaurant Industry Part I: Research Proposal I-1. Research Background In today’s competitive dynamic environment it is crucial to maintain existing customers and gain new ones. This goes for the restaurant industry as well‚ where not only the quality of the food plays a major role‚ but also the quality of the service itself. This has been recognized by the restaurant X which offers traditional Greek food. Due
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Factors that affect customer satisfaction in the hotel industry. 2.0 Research Background The English word “hotel” derives from the French word hôtel (coming from hôte meaning host). It refers to a townhouse which is any building that is frequented by seeing visitors. A hotel is an establishment which provides lodging for a paid short term basis. Kotler (1996) defined customer satisfaction as “the level of a person’s felt state resulting from comparing a product’s perceived performance or outcome
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composite of many factors that project the shared values of the people who work in a firm. Thus‚ the way an employer behaves his/her employees will be similar to the way the employees will behave the customers. In order to achieve this‚ there are some subtle behaviors that can send the most powerful messages to the customers. These involve the prompt initiation of the conversation‚ verbal greeting‚ getting customer committed which are all to welcome the customer as a guest. Hi is a good word with a smile
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Customer Satisfaction Research Report Executive Summary Rockin’ Rubies is a well known national chain restaurant with a loyal customer base‚ which is known for its business style atmosphere and family dining flair. In the past year‚ the corporation has seen a marked decline in sales. The decline in sales is exponentially increasing as every fiscal quarter passes by. The reason for the decline in sales is unknown to the corporation at this time. The restaurant has not changed locations
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Assessment activity 1: Locate and communicate OHS policies which clearly express the organisation’s commitment to implement relevant OHS legislation in the enterprise What information should be provided when communicating policies to staff? Information that should be provided to staff when communicating policies are as follows Duties of the employers‚ Duties of the employees and contractors Health and safety committees Discrimination in the workplace Risk assessments Control of risks Recording
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CONTENTS P - No I. Chapter - 1 On the job training 1-3 Introduction 5-11 Industry profile 12-14 II. Chapter – 2 Company profile 14-24
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MARKETING Fundamentals of Customer Value To create successful customer relationships‚ companies must understand what their customers care about and what value proposition appeals to them. by Mohanbir Sawhney Kellogg School of Management S uccessful customer relationships are built on the bedrock of superior customer value. To attract and retain your most important customers‚ you must understand what they care about and what value propositions will appeal to them. While “value” is an overused buzzword
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McDonald’s customer services i. Introduction McDonald’s is the largest chain of fast food Corporation in the world‚ has become a global most valuable brands. The business began in 1940‚ with a restaurant opened by siblings Dick and Mac McDonald in San Bernardino‚ California. Is the world ’s largest chain of hamburger fast food restaurants‚ serving more than 58 million customers daily. In addition to its signature restaurant chain‚ McDonald’s Corporation held a minority interest in Pret A Manger
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Sample Customer Satisfaction Survey Are you looking for a sample customer satisfaction survey from which you could choose several questions to include in your research project? Before you choose specific questions or even a sample customer satisfaction survey‚ you should already have an excellent idea what information you are looking for‚ and should have already taken Steps 1 and 2 in the marketing research process. Relationship-based customer satisfaction research‚ often simply referred
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