A MASTER S PROJECT BY ALIN SRIYAM Presented in Partial Fulfillment of the Requirements for the Master of Arts Degree in Business English for International Communication at Srinakharinwirot University May 2010 CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF FRONT OFFICE STAFF AT THE HOTEL
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Topic: “Relationship between Service Quality and Customer Satisfaction: The Case Study of the Olympic Sports Club in Bangkok” CHAPTER 1 GENERALITIES OF THE STUDY 1.1 Introduction When the market is full of competitors and marketing is shifted from internal consequences of performance (i.e.‚ productivity and profit) to the external consequences of performance (i.e.‚ consumer well-being)‚ practitioners in the sports industries need to pay attention on customer satisfaction and service quality. (Kerkby
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History of the Gaps Model The gaps model of service quality was first developed by a group of authors at Texas A&M and North Carolina Universities‚ in 1985. Based on exploratory studies of service such as executive interviews and focus groups in four different service businesses‚ the authors proposed a conceptual model of service quality indicating that consumers’ perception toward a service quality depends on the gaps existing in organization – consumer environments. Theory of the Gaps Model Perceived
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The current issue and full text archive of this journal is available at www.emeraldinsight.com/1756-669X.htm IJQSS 1‚1 Service quality‚ customer satisfaction‚ and behavioral intentions in fast-food restaurants Hong Qin and Victor R. Prybutok Information Technology and Decision Sciences Department‚ College of Business Administration‚ University of North Texas‚ Denton‚ Texas‚ USA Abstract Purpose – This study aims to explore the potential dimensions of service quality‚ and examine the relationship
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1. The building blocks of competitive advantage include quality‚ customer responsiveness‚ innovation‚ and efficiency. Quality from a restaurant standpoint is getting what you pay for. To purchase an item such as wine from a restaurant that costs ninety-seven dollars per glass would have to be of good quality‚ as opposed to purchasing Boons Farm‚ and this costing you the same price. Quality is important in that if your company doesn’t posses good quality yet charges its customers for this inexistent
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Parasuraman‚ Zeithaml and Berry in the SERVQUAL model: reliability‚ responsiveness‚ competence‚ access‚ courtesy‚ communication‚ credibility‚ security‚ understanding the customer and tangibles. As Director Operation for Airport‚ the above SERVQUAL is very important to ensure our service quality for Airport is at higher position . Consistently make comparison with previous achievement will help to achieve more and more better marks for survey 2. SERVQUAL MODEL FOR AIRPORT OPERATION 2.1. Reliability
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References: ← Parasuraman‚ A.‚ Zeithaml‚ V. A.‚ & Berry‚ L. L. (1988‚ Spring). SERVQUAL ：a multiple-item scale for measuring consumer perceptions of service quality.
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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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