1. What factors accounted for the extraordinary success of Starbucks in the early 1990’s. What was so compelling about the Starbucks’ value proposition? What brand image did Starbucks develop during this period? Factors: • Environment/atmosphere • Quality of the product • Customer Service • Employee satisfaction • Specific demographic targeting • An almost untapped market Value Proposition: • The customer (and customer service) above all else. • Coffee drinking as an experience
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A Case Study in Creative Approaches to Customer Satisfaction Surveys Background The Washington Suburban Sanitary Commission (the Commission or WSSC) is a bi-county agency in Maryland established to provide water supply and wastewater treatment services for approximately 1.7 million people in Montgomery and Prince George’s Counties. WSSC has a service area of almost 1‚000 square miles‚ and serves about 430‚000 accounts. Ascellon’s work on this project was guided by three critical objectives that
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1.1Customer Satisfaction What is customer satisfaction? Customer satisfaction refers to how satisfied customers are with the products or services they receive from a particular agency. The level of satisfaction is determined not only by the quality and type of customer experience but also by the customer’s expectations. A customer may be defined as someone who: •Has a direct relationship with‚ or is directly affected by your agency and •Receives or relies on one or more of your agency’s services
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Asking each and every customer is advantageous in as much as the company will know everyone’s feelings‚ and disadvantageous because the company will have to collect this information from each customer (National Business Research Institute‚ 2009) Customer satisfaction has been a subject of great interest to organizations and researchers alike. The principal objective of organizations is to maximize profits and to minimize cost. Profit maximization can be achieved through increase in sales with
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TABLE OF CONTENT SR.NO. CONTENTS PAGE NO. Executive Summary CHAPTER 1 Introduction 1.1 Introduction of Topic Objective Of Study Scope Of Study Limitation Of Study CHAPTER 2 PROFILE OF THE ORGANISATION 2.1 History & Detail Of The Organization 2.3 Vision and Mission CHAPTER 3 RESEARCH METHODOLOGY 3.1 Sample Design 3.2 Source and Method of Data Collection CHAPTER 4 DATA ANALYSIS AND INTERPRETIONS CHAPTER 5 FINDINGS AND SUGGESTIONS CHAPTER
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Why have Starbucks satisfaction scores declined? Has the company’s service declined or is it simply measuring satisfaction the wrong way? Based on the data in the case‚ we can’t conclude if the company’s service is declining or is there is an error in measuring satisfaction the wrong way. What is clear though is the fact that the customer perception‚ customer’s attitude and the overall differentiation of the Starbucks brand have declined. It is possible that competition‚ shift in customer demographics
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A SUMMER TRAINING PROJECT REPORT ON “CUSTOMER SATISFACTION ON ICICI BANK” Submitted in the partial fulfillment for the award of Degree of Bachelor in Business Administration 2010-13 UNDER THE GUIDANCE : SUBMITTED BY: Ms.Sonia Arora Jacob Varghese FACULTY (Management)‚ CPJCHS Enroll.No.-10421501710 BATCH NO.- 2010-13 CHANDERPRABHU JAIN COLLEGE OF HIGHER STUDIES & SCHOOL OF LAW An ISO 9001:2008 Certified Institute
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An Overview of Customer Satisfaction Models Willard Hom‚ M.B.A. Interim Director of Research Policy‚ Planning & External Affairs Division Chancellor’s Office‚ California Community Colleges Abstract The concept of customer satisfaction has attracted much attention in recent years. Organizations that try to analyze this concept should begin with an understanding of various customer satisfaction models. Such models clarify various theories about customer satisfaction‚ making research and analysis
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SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE RESTAURANT BUSINESS Case Study- Sagarmatha Nepalese Restaurant in Vantaa THESIS CENTRAL OSTROBOTHNIA UNIVERSITY OF APPLIED SCIENCES Degree Programme in Tourism May 2012 ABSTRACT CENTRAL OSTROBOTHNIA UNIVERSITY OF APPLIED SCIENCES Unit for Technology and Business‚ KokkolaPietarsaari Date June 2012 Author Abadh Jibi Ghimire Degree programme Degree programme in Tourism Name of thesis SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE RESTAURANT
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Customer Satisfaction By: Poonam Sheikh Professor: Gary Midkiff DeVry Keller University BSOP588 09/26/2104 Customer satisfaction measures how well the expectations of a customer’s reaction involves to the quality of the product or service that is provided by an organization. It is essential for all businesses to ensure that every customer is satisfied with their products or services that is delivered to them
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