we had when we got out of the plane to enter Thailand was the tropical‚ wet‚ hot air that permeated the environment. We arrived at our hotel on the south of Phuket Island. Beauty seemed to be all around us. From the one side of the road there was a lush greenery of tropical forest‚ from the other there were turquoise waves of the Andaman Sea.inhjalkxjnaslkdjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjjj- jjjjjjjThere is nothing better than the emotions and feelings one can receive from setting out on
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European Journal of Marketing. Cravens‚ D.W.‚ Holland‚ C.W.‚ Lamb‚ C.W. Jr and Moncrief‚ W.C. III (1988). “Marketing’s role in product and service quality”. Industrial Marketing Management. Vol. 17. pp. 285-384. Cody‚ K.‚ & Hope‚ B. (1999). “Ex-Servqual: an instrument to measure service quality of extranets”. Proceeding 10th Australasian Conference on Information Systems. Dean‚ A. and Terziovski‚ M. (2000). “Quality practices and customer/supplier management in Australian service organizations:
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to service quality and its measurement with respect to life insurance. The study is based on 380 policyholders from Virudhunagar District situated in South Tamilnadu. This article also examines the relationship between the demographic factors and SERVQUAL mean score. To determine the reliability of the attributes‚ the Cronbach’s Alpha is used to measure reliability of the dimensions reliability‚ responsiveness‚ assurance‚ empathy and tangibles. The giant public sector life insurance company in the
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GIRNE AMERICAN UNIVERSITY INSTITUTE OF SOCIAL AND APPLIED SCIENCES DEPARTMENT OF BUSINESS & ECONOMICS Master Research Proposal Improving Customer Service Quality in 4-5 Star Hotels in North Cyprus Student Name - Asif HUSSAIN Supervisor Prof. Dr. ERDAL TURKAN Email: asif_del04@yahoo.com Address:13‚Kucuk Medrese sokak Lefkosa 27-01-2011 1. Title: Improving customer service quality in 4-5 Star Hotels in North Cyprus 2. Background This research
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experience it in the laid-back resort luxury that can only be described as Anantara. Surrounded by the natural beauty of Northern Thailand’s rugged hill country‚ Anantara Resort Golden Triangle is a luxury nature retreat set amidst 160 acres of lush tropical jungles overlooking the winding Mekong River and the border with Burma and Laos. The refreshing chill of a Northern Thai sunrise shrouded in mountain mist. The rush of a longboat ride up the Mekong to Laos. The exhilaration of riding an elephant
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LEVEL OF CUSTOMER SATISFACTION ON DISABLED FACILITIES PROVIDED IN PRIVATE HOSPITAL 2.10.1 CUSTOMER SATISFACTION Yang (2003) outlines some methods of measuring device service quality from both the Customer’s perspective and management perspective. SERVQUAL is a model developed by Parasuraman in 1993 based on “gap model” which defines service quality as a function of gap between Customer’s expectation and the actual delivered. This method widely used by scholars and practitioners. The other method to
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provide prompt service. • Assurance: Knowledge and courtesy of employees and their ability to inspire trust and confidence. • Empathy: Caring‚ individualized attention the firm provides for its customers. These dimensions are the basis for the SERVQUAL method ‚which is a well known method for measuring the quality of service through accessing customer satisfaction. http://www.msm.lu.se/index.php?id=1330&wid=18&cHash=373e3069ea http://books.google.com
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Research‚ 17(March): 375-384. Cardozo‚ R.N. (1965). An experimental study of customer effort‚ expectation and satisfaction. Journal of Marketing Research‚ 2: 244-249. Carman‚ J.M. (1990). Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions. Journal of Retailing‚ 66(1): 33-55. Chi‚ C.G.-Q. & Qu‚ H. (2008). Examining the structural relationships of destination image‚ tourist satisfaction and destination loyalty: An integrated approach. Tourism Management‚ 29: 624-636. Choi
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Explain the points of view of different stakeholders seeking to influence the strategic aims and objectives of these two contrasting organisations. I have chosen SportsDirect (PLC) and Lush Cosmetics (Ltd) Sports Direct’s stakeholders’ Point of View Banks – Banks have an interest in the money the business makes as if the business have taken out any loans‚ the bank wants to make sure that they get their money back. Shareholders – Just like banks‚ they have an interest in the amount of profit the
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Chapter I: Introduction 1.1 Company Background AirAsia Berhad‚ which is also known as AirAsia‚ is an airline company that provides air transportation service. The airline was established in 1993 and started operation 18 November 1996. A government-owned conglomerate DRB-Hicom originally founded it. They were having heavily indebted on December 2‚2001. An executive from company Tune Air Sdn‚ Tonny Fernandes‚ purchased it. The company’s headquarters is in Sepang‚ Selangor‚ Malaysia. After Tonny
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