P M R COLLEGE OF COMMERCE. SUBMITTED OF SYNOPSIS TO :- PROF DEEPAK MANHAS SUBMITTED OF SYNOPSIS BY:- MISS. SUMITIKA GUPTA(ROLLNO 22) TOPIC OF PROJECT REPORT:- TO STUDY SERVICE QUALITY OF HDFC BANKS.(UNDER MARKETING FIELD). COMPANY:- HDFC BANK. DATE OF SUBMISSION:-15OF SEP;2012. Introducation of sevice quality:- In the days of intense competition‚ the banks are no different from any other consumer marketing company. It has become essential for the service firms in general and banks in particular
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Legal‚ Political‚ Ethical Dimension - Week 5 Midterm 1. Question : TCO B. After the 2010 fall election‚ the Democratic National Committee (DNC) decides to take matters into its own hands. During the lame duck session‚ they pass a new "Elections Are Free Act" that requires single people who make more than $75‚000/year or married couples who make more than $150‚000/year to provide a copy of their tax return to their local county officials before being allowed to register to vote. The return must
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• • • • • • • What is a Service Audit? Dimensions of Service Guest Touch Points Event Environment Moments of Truth Observable Standards Audit Results 2 1 What is a Service Audit? • A Formal Study of Actual Service Performance – Based on Observable Standards – Performed by Disinterested Observers – Qualitative • Gathers Impressions • Characterizes Guest Experience – Quantitative • Gathers Data • Reports Operations & Performance 3 Dimensions of Service (Training) (Systems) Personal
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spatial and ecological dimension? Air quality is a measure of the amount of pollutants emitted into the atmosphere and the dispersion potential of an area to dilute those pollutants. It is a massive problem of urban living and remains one of the largest environmental concerns. Spatial dimension relates to how air quality differs between places at different times and under different weather patterns. Increasing population and demand for more goods puts greater pressure on air quality. The human population’s
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"Service quality is a focused evaluation that reflects the customer’s perception of specific dimensions of service: reliability‚ responsiveness‚ assurance‚ Empathy‚ tangibles. Satisfaction‚ on other hand‚ is more inclusive: it is influenced by perceptions of service quality‚ product quality‚ and price as well as situational factors and personal factors Zeithaml & Bitner (2003: 85) states that: "Service quality is a focused evaluation that reflects the customer’s perception of specific dimensions of service:
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Appendix 2 SERVICE QUALITY QUESTIONNAIRE This is a questionnaire intended for disabled students of a Higher Education institution: University The questionnaire comprises three parts (A to C). Part A - a single question on your level of satisfaction with the overall services Part B - a set of 26 statements on your assessment of the quality of services delivered within your university‚ compared with the service level of an excellent university Part C - four questions: one on overall
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An Empirical Research on Relationship Quality of Work Life and Work Engagement Selahattin Kantena‚ ‚ ‚ Omer Sadullahb a Mehmet Akif Ersoy University‚ Zeliha Tolunay Higher School Of Applied Technology and Management‚ Burdur 15000‚ Turkey b Istanbul University‚ School Of Business‚ Istanbul 34000‚ Turkey Abstract Literature on Quality of Work Life (QWL) is limited and several studies commonly correlates with some variables but no study on QWL has associated with work engagement. This research
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Gaps model of Service Quality The success of 7-eleven The Gaps model of service quality was first developed by Parasuraman‚ Berry and Zeithaml in 1985 and more recently described in Zeithml and Bitner in 2003. The model identifies four spectfic gaps leading to a fifth overall gap between customers’ expectations and perceived service. Knowledge gap The first gap may occur when management identify the customer’s expectation inaccurately. When the customer expectation has difference with the management
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This article is written by Pankaj Ghemawat‚ an Indian-American economist‚ global professor of management and strategy‚ speaker and a lead author of the DHL Global Connectedness Index. He is known for his work in the study of globalization. He has contradicted the Tom Friedman saying that the world isn’t nearly as flat as he said. The article is regarding globalization or semi globalization. According the article‚ the first argument is that there is more investment in the world now than the early
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Focus Paper on Quality Philosophy Evaluation Focus Paper on Quality Philosophy Evaluation Edward Deming led the quality revolution and defined it from the customer’s perspective. He argues that the customer’s definition of quality is the only one that matters (Dale & van Iwaarden‚ 2007). He defined quality as the extent by which the performance meets the expectations of the customer. He also argued that quality is the responsibility of management. Deming conveyed the importance of leadership
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