SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE RESTAURANT BUSINESS Case Study- Sagarmatha Nepalese Restaurant in Vantaa THESIS CENTRAL OSTROBOTHNIA UNIVERSITY OF APPLIED SCIENCES Degree Programme in Tourism May 2012 ABSTRACT CENTRAL OSTROBOTHNIA UNIVERSITY OF APPLIED SCIENCES Unit for Technology and Business‚ KokkolaPietarsaari Date June 2012 Author Abadh Jibi Ghimire Degree programme Degree programme in Tourism Name of thesis SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE RESTAURANT
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acquires significance in the sustained business growth . The quality of the service rendered by bank has a significant bearing on the psyche of the customer. The relationship between a bank and its customer is not a one time‚ transitory relationship ‚ but a relatively permanent and enduring one . “ Customer is the most important visitors in our premises. He is not dependent on us. we are dependent on him. He is not an interruption in our work. He is he is the
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concerns………………………………………………………………………………………3 Customer service role in business…………………………………………………………………4 Customer satisfaction……………………………………………………………………………...5 IVR system and feedback…………………………………………………………………………6 Analysis……………………………………………………………………………………………7 Conclusion……………………………………………………………………………………….11 References………………………………………………………………………………………..12 Introduction E-Z RP is a small company compared with Datatronics‚ which was able to compete on perspective of customer service. This quality of service
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CHAPTER 1 INTRODUCTION INTRODUCTION ABOUT THE STUDY Under the modern marketing concept all marketing activities have to centre the consumer. Effective marketing therefore requires a clear picture of the consumer characteristics. Hence‚ it is the duty of business concern to study such factors to understand the consumer’s preference. Indian automobile industry is an ever growing industry. The industry has changed from being a seller’s market to a buyer’s market. Brand and media proliferation‚ information
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accept and pay for the products. The firms must be aware of what must be monitored continuously for assured success According to Phillip Kotler “Satisfaction is a feeling of pleasure (or) disappointment resulting from comparing through perceived performance in relation to his her exception”. Since customer satisfaction is an important goal of any marketing program it is necessary to establish factors which help satisfy the customers. * Quality * Fair price * Economic &
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CUSTOMER SATISFACTION AND LOYALTY IN LOGISTICS SERVICES @ DHL EXPRESS (I) PVT LTD A PROJECT REPORT Submitted in Partial fulfillment of the degree of requirement for the award of MASTER OF BUSINESS ADMISTRATION (Marketing & HR) Submitted by GAURAB DUTTA Registration No: P07BA126 Under the guidance of Dr. S. Lalitha Prof. in Management Studies BHARATH UNIVERSITY SCHOOL OF MANAGEMENT STUDIES Chennai 600073 India May 2009 School of Management Studies 173‚ Agaram
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Customer Satisfaction By: Poonam Sheikh Professor: Gary Midkiff DeVry Keller University BSOP588 09/26/2104 Customer satisfaction measures how well the expectations of a customer’s reaction involves to the quality of the product or service that is provided by an organization. It is essential for all businesses to ensure that every customer is satisfied with their products or services that is delivered to them
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Customer Satisfaction Strategies What is customer satisfaction? We are in the midst of a revolution in business. Some call it a customer revolution‚ others a quality revolution‚ others a service revolution. Organizations are attempting to obtain increased customer satisfaction by focusing on the quality of their products and the service provided. This movement toward quality has produced significant benefits but just like other business fads‚ joining and adopting the religion does not insure
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2.1. Customer satisfaction definitions. Customer satisfaction has also been defined by another author as the extent to which a product’s perceived performance matches a buyer’s expectations (Kotler et al.‚ 2002‚ p. 8). According to Schiffman & Karun (2004) Customer satisfaction is defined as “the individual’s perception of the performance of the products or services in relation to his or her expectations” customer satisfaction could be the pleasure obtained from consuming an offer.
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CONSEQUENCES OF CUSTOMER SATISFACTION AND DISSATISFACTION The consequences of not satisfying customers can be severe. According toHoyer and MacInnis‚ dissatisfied consumers can decide to: -• discontinue purchasing the good or service‚• complain to the company or to a third-party and perhaps return the item‚ or • engage in negative word-of-mouth communication.Customer satisfaction is important because‚ according to La Barbera andMazursky‚ “satisfaction influences repurchase intentions whereasdissatisfaction
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