Quality (Servqual) and its Effect on Customer Satisfaction in Retailing”. European Journal of Social Sciences- Vol. 16 No. 2‚ 2010‚ pp239-251. [11] Paulo‚ Silva‚ Chiosin and Schutzer (2007)‚ “Assessment of Service Quality Dimensions: A study in a vehicle repair service chain”. [12] Sambit Kumar Mishra (2008) “An Analytical Study of Retail Stores in India”‚ A Journal of Indian Retail Review. Jan-June 2008. [13] Shashank Mehra (2008) “Comparative analysis of Retail chains based on SERVQUAL Model. Comparative
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Marketing Analysis Your name Class Instructor Date Marketing Analysis It takes hard work to create image of the company or brand or products in a given market as noticed by a target market. Whether marketing a piece of merchandise‚ a service‚ a company or even a person‚ positioning is crucial to the success of any product. Positioning of that product is about how you get into the mind of the prospective customer. You must first get into a prospect’s mind and then occupy that
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Management‚ Vol. X‚ No. 1‚ pp. 43-62‚ February 2011 | • Kumbhar‚ Vijay Maruti‚ “Alternative Banking: A Modern Practice in India”‚ Professional Banker‚ Vol. IX‚ No. 9‚ December 2009. | • Sarkar‚ Abhijit‚ Service in Times of Recession: A Comparative SERVQUAL Study of Retail Banking between Axis Bank and HDFC Bank in Kolkata‚ India (October 22‚ 2011). Available at SSRN: http://ssrn.com/abstract=1947804 or http://dx.doi.org/10.2139/ssrn.1947804 | • Swamy‚ Vighneswara‚ A Comparative Study of the Borrower
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Customer Perceptions of Restaurant Cleanliness: A Cross Cultural Study By Seung Ah Yoo Thesis submitted to the faculty of the Virginia Polytechnic Institute and State University in partial fulfillment of the requirement for the degree of Master of Science In Hospitality and Tourism Management Suzanne K. Murrmann‚ Chair BeomCheol (Peter) Kim Manisha Singal July 9‚ 2012 Blacksburg‚ Virginia Keywords: Service Quality‚ Restaurant Cleanliness‚ Culture Customer Perceptions of Restaurant
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Introduction A company’s main question in relation to selling their products or services use do be: ‚‚How do I get people to buy my product?" Nowadays companies still greatly appreciate the answer to this question but they have also realized that getting customers is not the only thing they need to do. In today’s rapidly moving world consumers don’t stick with products for life. Advertisements and an increased feeling of independence have created consumers that will switch brands or products
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The Case Of A Complaining Customer Executive Summary Presto Cleaners is Mr Shelton ’s regularly used laundrette‚ he feels that although their prices are more than local competitors‚ the friendly staff‚ longer opening hours and convenience makes up for this. This opinion has now changed following recent events. Mr Shelton drops off hes laundry for a service clean‚ and when he arrives at the store to collect it he ’s was informed that a new computer system has been installed and this is to
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Less and Making More.” Khasimah‚ N‚A Oliver‚ R. L. (1993). “Cognitive‚ Affective‚ and Attribute Bases of the Satisfaction Response.” Journal of Consumer Research‚ 20‚ 418–430. Parasuraman‚ A.‚ Valarie‚ A.‚ Zeithaml‚ V.‚ and Berry‚ L.L. (1988). “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality.” Journal of Retailing‚ 64(1)‚ 12-40. Schneider‚ B.‚ Amy‚ N.‚ and Salvaggio‚ M. S.‚ (2002) "Climate Strength: A New Direction for Climate Research"‚ Journal of Applied Psychology
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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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STRATEGIC MARKETING PLAN AND REPOSITIONING: A TOOL FOR POLYTECHNICS TRANSFORMATION AGENDA. (A CASE STUDY OF WAZIRI UMARU FEDERAL POLYTECHNIC‚ BIRNIN KEBBI) BY ABASS‚ Abibu Oshoke DEPARTMENT OF MARKETING‚ COLLEGE OF ADMINISTRATION WAZIRI UMARU FEDERAL POLYTECHNIC‚ BIRNIN KEBBI Phone no: 08035838743 e-mail. Address: abassabibu@yahoo.com OCTOBER‚ 2011 STRATEGIC MARKETING PLAN AND REPOSITIONING: A TOOL FOR POLYTECHNICS TRANSFORMATION AGENDA. (A CASE STUDY OF WAZIRI UMARU FEDERAL POLYTECHNIC
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MASTER ’S THESIS The role of standard service quality in front office of five star hotels in Tehran in order to satisfy customers Nina Bashirian Tina Majdpuor Master program Business Administration Luleå University of Technology Department of Business Administration‚ Technology and Social Sciences Master Thesis‚ Continuation Courses Tourism and Hospitality Management Department of Business Administration and Social Sciences Division of Industrial marketing and e-commerce The role
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