Measuring Service Quality Using SERVQUAL Introduction Measuring the quality of a service can be a very difficult exercise. Unlike product where there are specific specifications such as length‚ depth‚ width‚ weight‚ colour etc. a service can have numerous intangible or qualitative specifications. In addition there is there expectation of the customer with regards the service‚ which can vary considerably based on a range of factors such as prior experience‚ personal needs and what other people
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EFFECTIVE COMMUNICATION SKILLS FOR GOOD CUSTOMER SERVICE PRESENTED BY OLUWASEGUN JAMES TABLE OF CONTENTS Table of Contents Page Title Page 1 Table of Content
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Part 2 (i) Give a description of the following variables using appropriate graphical displays and summary statistics: gender; time; travel; type; number. Explain what these show about the typical travellers on the system. a) Gender According to the survey results and figure 1‚ the number of respondents for male is 114 and female is 86. This may suggest that there are more males than females travellers travel in the train. b) Time According to the survey results in figure
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Unit 2- P7 Ratio analysis is a tool brought by individuals used to evaluate analysis of information in the financial statements of a business. The ratio analysis forms an essential part of the financial analysis which is a vital part in the business planning. There are 3 different ways of assessing businesses performance and these are: solvency‚ profitability and performance. Ratio analysis assists managers to work out the production of the company by figuring the profitability ratios. Also‚ the
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Public services: Unit task 2 How the IRA have affected the UK Public services between the 1970 – 1990s? The IRA is the first irish republic army who were terrorists in the 80s in the UK and they bombed one of the buildings that had a member of parliment in but worstley they affected the UK because of thr destructing they caused for example they would put bombs in bins so that they would explode by civilians and they would use people to walk into buildings with bombs strapped to them in order to
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Past Progress Phaze one involved development of the architects plans‚ this process was completed onJune 5. Phaze two involved submission of the plan’s for county building department approval. Each of the plans were then given to the following 2 contractors for the purpose of eliciting estimates‚ David Gray Construction‚ and Millennium Builders. The lowest bidder was David Gray Construction‚ consequently this firm began construction on July 15. Present Status Phase three includes initial
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A Study on Customers Preference and Satisfaction of Four Basic Banking Services in Coimbatore and Erode T Vetrivel* and T Devasenathipathi** The purpose of this study is to investigate the differing preference and satisfaction level of customers towards Loans‚ Deposit schemes‚ Insurance and Value-added services rendered by various banks in Coimbatore and Erode cities. By using non-probability convenient sampling‚ 300 samples were taken at various branches and ATM centers‚ etc. Simple percentage
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Act of Parliament (the Pre-legislative process diagram): Consultation- this is your first stage where you have to get different opinions from other people about what they think about the law that you want to introduce. You can do this by creating a survey‚ questionnaire‚ asking people face to face etc. If you get you get positive or negative feedback then you can go through to the next stage which is the green paper. Green paper- this is the second stage‚ where you produce your draft
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Customer Care In todays competitive environment‚ the issue of customer relations has become ever more important. With such wide choices available to the customer‚ the slightest dissatisfaction can easily result in customer taking their business else where. There are many methods available for an organisation to establish and maintain positive relationships with customer to help them retain their business. Communication is one of the most important methods as it covers many aspects of customer
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Providing for Learning There is currently a renewed interest in language learning. As always‚ political and economic concerns play a major role in the nation ’s perception of the value of learning a second language (Met and Galloway‚ 1992). Furthermore‚ there is now a growing awareness of the role that multilingual individuals can play in an increasingly diverse society‚ and there is also a greater understanding of the academic and cognitive benefits that may accrue from learning other languages
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