Customer Satisfaction in Relation to Customers’ Perceptions and Expectations of Service Quality Attributes: A Study on Banglalion Customer Care Service in Khulna Region. A report On Customer Satisfaction in Relation to Customers’ Perceptions and Expectations of Service Quality Attributes: A Study on Banglalion Customer Care Service in Khulna Region. Course: Service Marketing Course Code: MKT-4203 Submitted to Sharif Mohammad Khan Associate Professor Business Administration Discipline
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SERVICE QUALITY AND CUSTOMER SATISFACTION AT ISS FACILTIY SERVICE COMPANY (CLEANING SERVICE) Kalyan Malla Bachelor’s Thesis May 2012 Degree Programme in Facility Management To0urism‚ Catering and Domestic Services DESCRIPTION Author(s) MALLA‚ Kalyan Type of publication Bachelor´s Thesis Pages 57 Confidential ( ) Until Date 07.05.2012 Language English Permission for web publication (X) Title SERVICE QUALITY AND CUSTOMER SATISFACTION AT ISS FACILTIY SERVICE COMPANY (CLEANING
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References: Berry‚ L. L.‚ Parasuraman‚ A.‚ Zeithaml‚ V. A. (1988). The service-quality puzzle. Business Horizons‚ 31(5)‚ 35-43. Conger‚ J Druskat‚ V. U.‚ & Wheeler‚ J. (2003). Managing from the boundary: The effective leadership of self-managing work teams. Academy of Management Journal‚ 46(4)‚ 435-459
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✓ Kotler‚ P.‚ 2003. Marketing Management‚ 11ed‚ Pearson Education/ Prentice Hall‚ New Jersey. ✓ L. L. Berry‚ V. A. Zeithaml and A. Parasuraman. Quality counts in services too. ✓ P. Kangis and V. Voukelatos. Private and public banks: a comparison of customer expectations and perceptions. International Journal of Bank Marketing. 1997‚ 17 (5): 279-287. ✓ Parasuraman‚ A.‚ Zeithaml‚ V. A. & Berry‚ L. L. (1985). A conceptual model of service quality and its implica- tions for future research. Journal
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Increase its Profits‚” The New York Times Magazine‚ September 13‚ 1970. Ronald J. Alsop‚ The 18 Immutable Laws of Corporate Reputation: Creating‚ Protecting and Repairing Your Most Valuable Asset‚ Wall Street Journal Books‚ 2004‚ pp. 28-29; 52-58. Zeithaml‚ V.A. 1988‚ Consumer Perceptions of Price‚ Quality‚ and Value: A Means-End Model and Synthesis of Evidence‚ Journal of Marketing‚ 52 (3): 2-22.
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References: eb of Science® Times Cited: 3 PolyU eLink Zeithaml‚ V. A.‚ Berry‚ L. L.‚ & Parasuraman‚ A. (1996). The behavioral consequences of service quality. Journal of Marketing‚ 60‚ 31–46. CrossRef‚Web of Science® Times Cited: 563 PolyU eLink Zhu‚ F. X.‚ Wymer‚ W.Jr.‚ & Chen‚ I. (2002). IT-based services
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University of Nevada Las Vegas‚ pp. 1-28‚ 2002. [32] Parasuraman‚ A.‚ Zeithaml‚ V.‚ Berry‚ L.‚“SERVQUAL: A multi-item scale for measuring customer perceptions of service quality”‚ Journal of Retailing‚ Vol. 64‚ No. 1‚ pp. 12-40‚ 1988. IJMBS Vol. 2‚ ISSue 2‚ AprIl - June 2012 ISSN : 2230-9519 (Online) | ISSN : 2231-2463 (Print) www.ijmbs.com58 Internat I onal Journal of Manage M ent & BusIness stud I es [33] Parasuraman‚ A.‚ Zeithaml‚ V.‚ Berry‚ L.‚“A conceptual model of service quality and its implications
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References: Chaudron‚ David‚ PhD (2010). Organized Change Consultancy. Begin at the Beginning in Organizational Change. Retrieved from http://www.organizedchange.com/decide.htm Heathfield‚ Susan (2011) Bateman‚ Thomas S.‚ and Carl P. Zeithaml. Management: Function and Strategy. Homewood‚ IL: Irwin‚ 1990. Diagnosis Of An Organization Wallace‚ Kenneth (2005). Solving Organizational Problems Once and For All: Play Pitch and Catch. Retrieved from http://EzineArticles.com/108472 Managing
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Marketing Strategy Comparison AirTel & Hutch Rahul‚ Priyanka‚ Zardar‚ Rashmi Indian Institute of Planning & Management Ahmedabad Project Introduction “…Telecoms are rolling out like never before. And that 100-million mark doesn’t look too far away. The mobile subscriber base crossed 65 million in September 2005‚ an over-30 per cent increase over the previous year…” Project Introduction Cont’d… • Indian Cellular Industry will touch $24 billion by the end of 2006. • Airtel (22 per cent
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P16-21. Jankowcz‚ A. D. (2005) Business Research Project‚ (4th Edition)London: Prentice Hall. Martha‚ H and Raymon G. (2009). Tourism in the Developing World: Promoting Peace and Poverty. United State Institute of Peace. 233 (3) Parasuraman‚ A. Zeithaml‚ V‚ and Berry‚ L. (1995). A Conceptual Model of Service Quality and its Implications for Future Research. Journal of Marketing. 49 (4)‚ p. 41-50 Ryan‚ C. and Cliff‚ A. (1997). Do Travel Agencies Measure Up To Customer Expectation? An Empirical Investigation
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