the mind. London: McGraw-Hill. Hofstede‚ G. (2004). ITIM‚ http://www.geert-hofstede.com/hofstede_philippines.shtml‚ accessed October 15‚ 2004. Jabson‚ A. K. M. (2004). "Special Report: Mall Development:[2]." BusinessWorld: 1. Lam‚ S. S. K. (1997). SERVQUAL: A tool for measuring patients ’ opinions of hospital service quality in Hong Kong. Total Quality Management‚ 8(4)‚ 145-152. Lugo‚ L.M. (2002‚ December 13). Building on Relationships. Business World‚ (accessed June 2004)‚ www.acnielsen.com.ph/news
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Marketing Strategy Comparison AirTel & Hutch Rahul‚ Priyanka‚ Zardar‚ Rashmi Indian Institute of Planning & Management Ahmedabad Project Introduction “…Telecoms are rolling out like never before. And that 100-million mark doesn’t look too far away. The mobile subscriber base crossed 65 million in September 2005‚ an over-30 per cent increase over the previous year…” Project Introduction Cont’d… • Indian Cellular Industry will touch $24 billion by the end of 2006. • Airtel (22 per cent
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customer have on Destination Gotland‟s service quality to become satisfied? 2. What perceptions does customer have about the service quality at Destination Gotland? 3. What are the differences between expectations and perceptions (gap 5 in the SERVQUAL-model)? The survey is constructed as a case-study and is based on the quantitative method. The results from the different dimensions show that there is a gap between expectations and perceptions which means that the customers are not fully satisfied
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expectation and perception level towards service quality of front office staff at the hotel‚ and (2) to analyze the discrepancy between customers expectation and perception level towards service quality of front office staff at the hotel. Based on the SERVQUAL instrument (Parasuraman et al.‚ 1985‚ 1991)‚ the service quality was consisted of five dimensions: tangibility‚ reliability‚ responsiveness‚ assurance‚ and empathy. The questionnaire of this study was designed by Parasuraman et al. Sixty respondents
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Buttle‚ F. (1996). SERVQUAL: Review‚ critique‚ research agenda. European Journal of Marketing‚ 30 (1)‚ 8-32 5. Frochot‚ I 6. Zeithaml‚ V. A.‚ Bitner‚ M. J. & Gremler‚ D. D. (2006). Services marketing‚ integrate customer Focus across the firm‚ 4th Edition. New York: McGraw-Hill Irwin 7. Hekett‚ J 8. Sweeney (1997) “ ABM lifts bank’s bottom line”Management accounting‚Page 20-22 9. Parasuraman‚ A.‚ Zeithamal‚ V 10. Parasuraman‚ A.‚ Zeithamal‚ V. A. & Berry‚ L. L. (1988). SERVQUAL: A multiple-item scale
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investigation into determinants of customer satisfaction. Journal of Marketing Research‚ 19‚ 491 - 504. Edvardsson‚ B. (1996). Making service quality improvement work. Managing Service Quality‚ 6(1)‚ 49 - 52. Gabbie‚ O.‚ & O ’Neill‚ M.A. (1996). SERVQUAL and the Northern Ireland hotel sector: A comparative analysis -- Part 1. Managing Service Quality‚ 6(6)‚ 25 - 32. Gagliano‚ K.B.‚ & Hathcote‚ J. (1994). Customer expectations and perceptions Page 13 of 19 of service quality in retail apparel specialty
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Lecture Notes for PreMasters in Management Programme: Operational Financial Management. Glasgow: University of Glasgow EFL Unit. Zeithaml‚ et al. (1990). Delivering Quality Service; Balancing Customer Perceptions and Expectations in SERVQUAL (http://en.wikipedia.org/wiki/SERVQUAL)‚ accessed 21/08/11
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tourists and their level of satisfaction on components of SERVQUAL model and marketing mix (7Ps) with regard to Thailand’s hotel industry. The study used quantitative research method. Questionnaire survey was the tool used to collect primary data from 400 guests of hotels in CBD zone in Bangkok. The study found impressive results for the Thai hotel sector. Overall‚ international tourists are satisfied with all components of SERVQUAL and 7Ps. They are satisfied with price of services‚ hotel’sproduct
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Module 7 Review Questions David Tinder MGMT 420 Embry-Riddle Aeronautical University 1) Scheduling and sequencing are typically viewed from a technical perspective; that is‚ they are focused on minimizing quantitative measures such as lateness or cost. However‚ schedules also have intangible effects on customers‚ employees‚ and the perception of service quality. Discuss what some of these intangible effects might be and how managers should consider them when constructing schedules.
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|Annexure |34-36 | OBJECTIVE OF THE STUDY To study the consumer perception on the basis of attribute based perceptual map using discriminant analysis. To find the Servqual score towards different attributes of fairness cream in accordance to kano’s model. To determine the characteristics of targeted population which affect their choice of brand through Factor Analysis. To determine the statistical significance of
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