ServQual model of marketing The Service Quality Model or ServQual model is used to measure the differences between consumers’ perception and expectation of service quality. According to the servqual model there are five gaps: I Gap - refers to the difference between customers’ expected service and management’s perceptions of customers’ expectations. This gap means that management may not correctly perceive customer expectations. II Gap - refers to the difference between management perceptions
Premium Perception Mind Expected value
The advent of the Internet has had an impact in our lives in all sorts of ways such as in the manner in which we communicate‚ flirt‚ date‚ and most importantly‚ how we shop. While even in the recent past the thought of whether some day one would be able to buy an Armani outfit wearing pajamas while looking after the needs of a couple of toddlers would have seemed an outlandish idea‚ thanks to the increasing sophistication of the technology of the 21st century‚ practically everything is virtually
Premium Retailing Online shopping
Introduction A German industrialist Dr. Wilhelm von Siemens proposed the concept of VAT in 1918. And‚ it was first introduced by Maurice Lauré (Joint Director of the French Tax Authority‚ the Direction générale des impôts) in 1954. Over 130 countries worldwide have introduced VAT over the past three decades and India is amongst the last few to introduce it. In France‚ it is the most important source of state finance‚ accounting for nearly 50% of state revenues. At the beginning‚ VAT was only applied
Premium Value added tax Tax
Lyapunov stability From Wikipedia‚ the free encyclopedia Jump to: navigation‚ search This article is about asymptotic stability of nonlinear systems. For stability of linear systems‚ see exponential stability. Various types of stability may be discussed for the solutions of differential equations describing dynamical systems. The most important type is that concerning the stability of solutions near to a point of equilibrium. This may be discussed by the theory of Lyapunov. In simple terms‚
Premium Control theory
an extensive report without the help‚ guidance and inputs from them. Most of my information source has been from professional books of banking sector Project Guide- Prof: GOURI KUNDU We would firstly like to express my gratitude towards our college”MURSHIDABAD COLLEGE OF ENGINEERING AND TECHNOLOGY”which has given us an opportunity to do a project on”ONLINE BANKING SYSTEM” & guide PROF:GOURI KUNDU for having shown so much of flexibility & guiding in such a way that we were really learning the subject
Premium Bank Online banking
1.1Introduction The growing use of the internet for business transaction has profound effect on the banking industry. In the developing countries‚ education and infrastructure are obvious factors in the slow adoption of technology in developing countries; there are probably other issues like trust that plays role. This study finds out into adoption issues of internet banking in Kenya. Internet banking allows customers to perform a wide range of banking transactions electronically via the bank’s
Premium Bank Online banking
Title: Malay Chinese and Internet Banking. Journal: Chinese Management Studies‚ Volume: 4‚ No. 22‚ 2010. Author: (a) Khalil Md Nor (Department of Management‚ UniversitiTeknologi Malaysia‚ Johor) (b) JanejiraSutanonpaiboon (Department of Business Administration‚ School of Business and Economics‚ Sonomo State University‚ Rohnert Park‚ California‚ USA and (c) Nor HamimahMansor (Department of Management‚ UniversitiTeknologi Malaysia‚ Johor) 1. INTRODUCTION Internet banking is increasingly becoming
Premium Qualitative research Quantitative research Ethnic group
Quality Management • SERVQUAL Model • 22 items for assessing customer perceiption and expectations • Based on 5 dimensions SCOPE & OBJECTIVES Examine customers’ perceptions of service quality in the Croatian Hotel industry Assess the perceived service quality using a modified SERVQUAL model Objectives • To determine the level of perceived service quality in Croatian hotels • Establish the no. of dimensions of perceived service quality using the modified SERVQUAL model • Test the
Premium Psychometrics Hotel Measurement
service-oriented businesses such as banking and increasingly by the manufacturing industry (Joseph and Stone‚ 2003). Lewis et al. (2003) stated that the main advantages of strong service are satisfied customer and customer retention; opportunities for cross selling; attracting new customers; developed customer relationship; raised sales and market share; improve corporate image; reduction in cost and increased profit margins and increase bank performance. This study used the SERVQUAL model and it comprised of
Premium Management Marketing Customer service
eventually led to the development of servqual. * Tangible : physical facilities‚ equipment‚ and appearance of personel * Reliability : ability to perform the promised service dependably and accurately * Responsiveness : willingness to help customers and prompt service. * Assurance : knowlegde and courtesy of employees and their ability to inspire trust and confidence * Empathy : caring‚ individualised attention the firm privides its customers. Servqual has been widely used by the researchers
Premium Customer service Customer Service