Relationships among Service Quality‚ Image‚ Customer Satisfaction and Loyalty in a Hong Kong Franchised Bus Company Iris M. H. Yeung* Abstract Market share of franchised buses in Hong Kong decreases since 2004 irrespective of increase in service quality as reported by Tang and Lo (2010). This paper investigates how service quality‚ image‚ satisfaction and loyalty are related to gain insight on the decreasing market share problem based on data collected from passengers of a franchised bus company
Free Bus Public transport Bus stop
Module - 1 Meaning: According to Philip kotler Service:-“any act or performance that one party offers to another that is essentially intangible and does not result in the ownership of anything. Its production may or may not be tied to the physical product.” According to leonard l.berry “Goods can be defined as objects‚ devices or things‚ whereas services can be defined as deeds‚ efforts or performances.” Characteristics of services: Intangibility: • Cannot be seen like the physical products
Premium Service system Pricing
Journal of Business Research 65 (2012) 1480–1486 Contents lists available at SciVerse ScienceDirect Journal of Business Research Do social media marketing activities enhance customer equity? An empirical study of luxury fashion brand☆ Angella J. Kim a‚ 1‚ Eunju Ko b‚⁎ a b University of Minnesota‚ College of Design Department of Design‚ Housing‚ and Apparel‚ 346 McNeal Hall‚ 1985 Buford Avenue St. Paul‚ MN 55108‚ USA University‚ College of Human Ecology Department of Clothing and
Premium Marketing Brand
THE BANKING PRACTICES AND GENERAL BANKING FUNCTIONS UNDER AL-ARAFAH ISLAMI BANK LTD BANGLADESH by Samiul Haque ID: 0930163 An Internship Report Presented in Partial Fulfillment of the Requirements for the Degree Bachelor of Business Administration INDEPENDENT UNIVERSITY‚ BANGLADESH November 2012 2 The Banking practices and General Banking Functions under Al-Arafah Islami Bank Ltd THE BANKING PRACTICES AND GENERAL BANKING UNDER ALARAFAH ISLAMI BANK LTD BANGLADESH by Samiul Haque ID: 0930163
Premium Bank Cheque Fractional-reserve banking
Learning‚ Rouse Left Mark On Malls‚ Not Just His Own . (2004). "Shopping Centers Today (International Council of Shopping Centers). Retrieved April 20‚ 2010 Theis‚ Monica Wishna‚ V. (2000). Great expectations. Restaurant business‚ 99 (1)‚ 27-30. Zeithaml‚ V.A.‚ Bitner‚ M.J.‚ & Gremler‚ D.D Cruz‚ Luis (ASEAN Center for Entrepreneurship). (2002). "Trends and Opportunities in Food Services Restaurant Sector Meeting of the Philippines”‚ Manila‚ Philippines‚ July 18‚ 2003. Liu‚ Y. & Jang. S. (2009). Perceptions
Premium Customer service Restaurant Customer satisfaction
Ben and jerry’s ice cream | Service Delivery System Analysis | Service Marketing MKTG 3040 | | | | Kimura Sion Shintaro C3154929 Goh Kai Yang C3154942 Yvette Rajoo C3155933 Jessie Tan Yu Shi C3154755 Eddie Low C3098955 Content Page 1. Executive Summary 2. Introduction 3. Moment of Truth 3.1 Visits to Ben & Jerry’s 3.2 Service Delivery system 3.3 Potential bottlenecks 3.4 Blueprint 4. Positioning map 4.1 Marketing mix for service 4.2 Flower of
Premium Ice cream Ben & Jerry's Service system
Journal of the Academy of Marketing Science http://jam.sagepub.com An Examination of Selected Marketing Mix Elements and Brand Equity Boonghee Yoo‚ Naveen Donthu and Sungho Lee Journal of the Academy of Marketing Science 2000; 28; 195 DOI: 10.1177/0092070300282002 The online version of this article can be found at: http://jam.sagepub.com/cgi/content/abstract/28/2/195 Published by: http://www.sagepublications.com On behalf of: Academy of Marketing Science Additional services and information
Premium Marketing Brand
Risk associated with being first mover(entry order). 1. Being overtaken by 2nd mover Facing market risk – market not formed yet Customer uncertainty and extended time for adaptation Charles Stack 1st online book store lost its market share for Amazon.com invest highly in R&D and marketing cost Follower strong product positioning‚ pricing and heavy promotion firm has to be aware of fast‚ aggressive and imitating followers that will neutralize all the firm’s efforts and investments
Premium Blue Ocean Strategy Strategic management Theory
A Measure of Service Quality for Retail Stores: Scale Development and Validation Pratibha A. Dabholkar Dayle I. Thorpe Joseph 0. Rentz University of Tennessee‚ Knoxville Current measures of service quality do not adequately capture customers ’perceptions of service quality for retail stores (i.e.‚ stores that offer a mix of goods and services). A hierarchical factor structure is proposed to capture dimensions important to retail customers based on the retail and service quality literatures
Premium Qualitative research Factor analysis Confirmatory factor analysis
SERVQUAL MODEL SERVQUAL MODEL SERVICE CONCEPT PROFILING SERVICE CONCEPT PROFILING SERVICE CONCEPT SERVICE CONCEPT MGT 3160 - Services Management Done By: Rahul Khanchandani M00289513 Submission Date: 11th December 2012 Lecturer: Mrs. Neelofer Mashod Word Count: 2‚478 Words Service Concept | Pages 3-5 | Service Concept Profiling | Pages 6-7 | SERVQUAL Model | Pages 8-9 | Conclusion | Page 10 | Table of Contents: Service Concept: People buy different kinds of services
Premium Customer service Concept Perception