EUA CASE STUDIES 2008 IMPLEMENTING AND USING QUALITY ASSURANCE: STRATEGY AND PRACTICE A SELECTION OF PAPERS FROM THE 2ND EUROPEAN QUALITY ASSURANCE FORUM european students’ union Copyright © 2008 by the European University Association All rights reserved. This information may be freely used and copied for non-commercial purposes‚ provided that the source is acknowledged (© European University Association). Additional copies of this publication are available for 10 € per copy for
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SERVICE QUALITY OF TOURIST CAMPS IN MONGOLIA OYUN MYAGMAR Project submitted in partial fulfillment of the requirements for the degree BACHELOR OF TOURISM AND HOSPITALITY MANAGEMENT at RAFFLES UNIVERSITY Ulaanbaatar‚ MONGOLIA September‚ 2008 DECLARATIONS I declare the following: 1. That the material contained in this internship project/dissertation is the end result of my own work and that due acknowledgement has been given in the bibliography and references to ALL sources be they
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APPLICATION OF QUALITY GAP MODEL TO MEASURE QUALITY OF PHARMACISTS SERVICE IN RETAIL PHARMA SETTINGS Introduction Pharmaceutical market in India is about $ 11.1 billion growing at the rate of 17.6% and expected to reach $20 billion (Rs. 88‚820 crore) by 2015.India’s pharma market is 13th largest in terms of the value and 4th largest in terms of the volume. Currently only 1%-3% of the pharma retail is in the organized sector. The size of India’s pharmacy retail market is estimated at $4.5 billion
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Impact of Service Quality on Customer Satisfaction of Mobile Users – A Case Study of Airtel ISSN 2319-9725 Dr. Rajesh K. Yadav Associate Professor & H.O.D. Department of Management RKDF College of Engineering‚ Bhopal‚ India Mr. Nishant Dabhade Assistant Professor‚ Department of Management RKDF College of Engineering‚ Bhopal‚ India Abstract: Qualitative services deregulation or free competition and new technology have increased competition and widened the range of network services available throughout
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Gaps model of Service Quality The success of 7-eleven The Gaps model of service quality was first developed by Parasuraman‚ Berry and Zeithaml in 1985 and more recently described in Zeithml and Bitner in 2003. The model identifies four spectfic gaps leading to a fifth overall gap between customers’ expectations and perceived service. Knowledge gap The first gap may occur when management identify the customer’s expectation inaccurately. When the customer expectation has difference with the management
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Service Quality— From Definition to Measurement Introduction In recent years‚ more and more companies start to concentrate on the quality of their products. The products could be tangible as physical goods‚ or intangible like the service. This article is more about the service product. Since the service has no tangible form‚ the service quality is difficult to measure. Businesses want to get the information about the customers’ perceptions of the service they provided. Then they need to measure
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report is important. In chapter 2‚ the service quality will be identified. There are two parts in this chapter: the first part will discuss concept and principle of the service quality and the following part will note the service quality models. Mainly the SERVQUAL model and the Total Quality Management (TQM) will be examined. Then in chapter 3‚ implementation‚ the chosen organisation which is the Club Mediterranean (Club Med) will be applied for the service quality model. The last chapter is conclusion
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Product quality means how good it is. Its measure of how well a delivered product meets the customer expectation. But it’s depend how upon various factor which are not the same for all product. While service quality is involves a comparison of expectation with performance. Service quality is measure of how well a delivered service matches the customer expectation. It was involve a comparison of expectation with performance. Product quality is usually involves a comparison of expectation with performance
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Customer service quality and customer service expectations in banking sector. Abstract This research explores the relationships between service quality‚ customer involvement and customer satisfaction in the highly competitive banking sector. The study sought to identify the most important attributes in bank settings‚ which may be used to review characteristics of the banks as experienced by customers. The main aim is to find out customer service quality performed by banks at present and expectations
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Quality Management in Service Industries Part 1. Introduction In present time‚ there is a worldwide trend that service industry occupies a dominant position in the economy in the majority of developed countries and areas. Without a doubt‚ major changes in government policy and business transactions have a significant influence on the flourish of services industry. However‚ nowadays the increased value of services also brings big pressure on marketers to implement different strategies
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