G O ’Neill‚ and C. Wright. (2002). Service quality evaluation in the higher education sector: an empirical investigation of student perceptions. High. Edu. Res. and Devel. 21: 23-40. O ’Neill‚ M and Palmer‚ A Parasuraman‚ A.‚ Berry‚ L. L. & Zeithaml‚ V. A. (1988). SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality. Journal of Marketing 64(1)‚ 12–40. Ryan‚ A. M.‚ & Patrick‚ H. (2001). The classroom social environment and changes in adolescents’ motivation
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CHAPTER 1 INTRODUCTION A transport service is critically important for communication and commerce among the regions in a country. Inland water transport is a very significant means of transport among the road‚ air‚ and water transport modes. Even though Government has invested heavily in public transport especially rail ways since 1990s‚ there are about 2‚000 miles of track and they did not connect with railways outside of Myanmar‚ only with major cities within the country. Since then‚
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Anderson and Zeithaml 1984; Phillips‚ Chang‚ and Buzzell 1983) as well as in lowering manufacturing costs and improv- ing productivity (Garvin 1983). The search for quality is arguably the most important consumer trend of Ihe 1980s (Rabin 1983) as consumers are now demanding higher quality in products than ever before TLeonard and Sa.sser 1982‚ Takeuchi and Quelch 1983). Few academic researchers have attempted to define and model quality
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2011 10th International Conference on Mobile Business A Model to Identify the Dimensions of Mobile Service Quality Christos K. Georgiadis Emmanouil Stiakakis Department of Applied Informatics University of Macedonia Thessaloniki‚ Greece stiakakis@uom.gr Department of Applied Informatics University of Macedonia Thessaloniki‚ Greece geor@uom.gr Abstract—The aim of this paper is to identify the dimensions of mobile service (m-service) quality. Based on the literature review and
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People‚ as a category of the service mix‚ is defined as: “All human actors who play a part in service delivery and thus influence the buyer’s perceptions: namely‚ the firm’s personnel‚ the customer and other customers in the service environment.” (Zeithaml‚ Bitner & Gremler‚ 2006‚ p.26) Employees Morgan Stanley values difference and embraces diversity. Their basic commitment is‚ “diversity permeates all levels of organization and the core to our diversity strategy is our endorsement of Firm-wide
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MacCarthy‚ M. & Grovers‚ R. (2000). Diving into service quality – the dive tour operator perspective. Managing Service Quality‚ 10(3): 131-140. Parasuraman‚ A.‚ Berry‚ L.L. & Zeithaml‚ V.A. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing‚ 49: 41-50. Parasuraman‚ A.‚ Zeithaml‚ V.A. & Berry‚ L.L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing‚ 64(1): 14-40. Sayre‚ S. (1992). Content
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the satisfaction response”‚ Journal of Consumer Research‚ Vol Olsen‚ S.A. (2002)‚ “Comparative evaluation and the relationship between quality‚ satisfaction‚ and repurchase loyalty”‚ Journal of the Academy of Marketing Science‚ Vol Parasuraman‚ A.‚ Zeithaml‚ V.A. and Berry‚ L.L. (1988)‚ “SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality”‚ Journal of Retailing‚ Vol Patterson‚ P.G. and Smith‚ T. (2003)‚ “A cross-cultural study of switching barriers and propensity to
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------------------------------------------------- TABLE OF CONTENTS 1.0 Definition of Theme Park 1 2.0 Design and Layout of Lost World of Tambun (LWOT) 2 Nature & Objectives 2 Land Availability and Space Requirements 3 Flexibility 3 Security 4 Aesthetics 5 The Community and Environment 5 3.0 A Day Trip to LWOT as a Customer 6 Cleanliness & Safety 6 Food and Beverages‚ Rental Counter and Gift Shop
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the validity of SERVQUAL in the public sector. Public Administration Quarterly 21 (1)‚ 54–68. Palmer‚ A.‚ Cole‚ C.‚ 1995. Service Marketing: Principles and Practice. Parasuraman‚ A.‚ Zeithaml‚ V.A.‚ Berry‚ L.L.‚ 1988. SERVQUAL: a multiple-item scale for measuring consumer perception of service Parasuraman‚ A.‚ Zeithaml‚ V.A.‚ Berry‚ L.L.‚ 1994. Reassessment of expectations as a comparison standard in measuring service Rathmell‚ J.M.‚ 1966. What is meant by services? Journal of Marketing 30 (October)
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1. Describe the “JetBlue Experience.” How is it related to the company’s overall business strategy? With the JetBlue Airways experience‚ passengers enjoyed free amenities such as watching live satellite TV‚ listening to XM satellite radio‚ brand name snacks‚ coffee and drink. Passengers can also experience paperless ticketing‚ assigned seating with more legroom. These experiences have helped to streamline JetBlue’s business strategy as being the best customer service in the airline industry.
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