Restaurant Sagarmatha. The aim of the thesis was to give quality service and make the customer satisfied. In the food industry there are fewer opportunities for building up competitive benefits unless knowledge applying to the business environment is blogger.com Size: 1MB Aug 04, · This dissertation investigates service quality in the UK mobile communications market and its effect on customer satisfaction. The SEVRQAUL instrument was adopted to Estimated Reading Time: 6 mins iii Abstract - Title: Service Quality & Customer Satisfaction: A case of Banking Sector” Level: Final thesis for Master of Business Administration in Business Management Author: Sara Qadeer Examiner: Akmal Haider Supervisor: Dr. Maria Fregidou-Malama Aim: The aim of this research is to analyze the impact of service quality on customer
Relationship between service quality and customer satisfaction thesis
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Therefore, we hereby declare that no part of this thesis has been submitted to any other university or institutions for the award of any degree or diploma.
Dr Temesgen Belaynehand Mr, thesis customer satisfaction service quality. Demissie Beyene The thesis is original thesis customer satisfaction service quality has not been submitted for the award of any degree or diploma to any university or institutions. Despite the introduction of quality improvement programs and several customer care packages in the past, service quality gaps are still enduring in EEU. The main purpose of this study is to investigate the Effect of service quality dimensions on customer satisfaction.
In addition it tries to measure customer satisfaction and the quality of service offered by EEU service centres. The five dimensions of SERVPERF was used to measure the quality of service offered by EEU service centres.
In order to answer the raised research questions, both primary and secondary sources of data were used. The primary data were collected through administrating questionnaire. Probabilistic sampling procedure with two stage cluster sampling was used to obtain responses from customer of EEU who visited EEU service centres recently. Correlation and regression was used. Regarding the satisfaction level measurement, more than fifty-seven percent of the respondents are dissatisfied with the service provided at EEU service centres.
The correlation results indicate that there is a positive correlation between the dimensions of service quality and customer satisfaction. The study shows performance of EEU in providing quality service to its customers is not in a situation to meet their expectations. In all dimensions of the SERVPERF; found that there is a big dissatisfaction negative gap between service expectations and service perceptions.
Therefore, the Utility should come up with an appropriate service delivery standards, proper complaint handling mechanisms, relevant training for its employees, thesis customer satisfaction service quality, and strengthening decision making power of employees. Decision makers also have to exert maximum effort in quality improvement programs so that the Utility ensures customers satisfaction.
Demissie Beyene for their valuable guidance in the preparation of this study. My deepest gratitude goes to my friends especially to Ato Mesay Lemma and colleagues for their full engagement in the distribution and collection of questionnaires and of course to all survey respondents for their willingness and participation in the survey.
Finally, I would like to thank my family and friends for their encouragement and support not only during this study but throughout my life. iii Abstract iv Acknowledgements v Table of Contents vi List of Tables page ix List of Figures x List of Acronyms xi CHAPTER ONE Background of the study Statement of the Problem Research Questions Objective of the Study Definition of Terms Perception towards each item of service quality dimensions Perception towards items of Tangibility Perception towards items of Reliability Perception towards items of Responsiveness Perception towards items of Assurance Perception towards items of Empathy Perception towards overall service quality dimensions Correlation analysis Correlation analysis between items of service quality dimensions and customer satisfaction Correlations between items of tangibility and customer satisfaction Correlation result between items of Reliability and customer satisfaction Correlation result between items of Responsiveness and customer satisfaction Correlation result between items of Assurance and customer thesis customer satisfaction service quality Correlation result between items of Empathy and customer satisfaction Correlation analysis between overall service quality dimensions and customer thesis customer satisfaction service quality Back ground information, problem statement, research questions, objective of the study, operational definitions, significance and delimitation of the study are discussed in this chapter.
Background of the study Improving Service quality and customer satisfaction has been the major concern of organizations in any industry for many years.
In the period of globalization and continues technological advancements, maintaining customer satisfaction is not an option, thesis customer satisfaction service quality, it is a must to survive the strong competition. The payoff resulted from satisfying customers with improving service quality and other marketing activities is also extensively studied and proven to be true through different marketing researches. Customer satisfaction is an experience based assessment made by the customer of how far his own expectations about the individual characteristics or the overall functionality of the services obtained from the provider have been fulfilled Bruhn Service quality in addition to other elements such as product quality, price and others, determine customer satisfaction Wilson et al.
Rust and Oliver stated that quality is one dimension on which satisfaction is based. When considering the service sector, service quality has been proven to be the best determinant of customer satisfaction, thesis customer satisfaction service quality.
There is also much evidence in the literature to the fact that customer satisfaction is principally driven by service quality of a firm from the perspective of its customers Bitner, Boom and Mohr and Anderson, Fornell and Lehmann also point out the relationship between customer satisfaction and service quality by stating that improved service quality will result in a satisfied customer.
Service quality is the delivery of excellent or superior service relative to customer expectations Zeithaml and Bitner Service quality is recognized as a multi- dimensional construct. Many researchers try to identify different dimensions that construct quality of service. Among those the SERVQUAL model constructed by Parasuraman is most popular. It features five dimensions: tangibles, thesis customer satisfaction service quality, reliability, responsiveness, empathy and assurance.
Thesis customer satisfaction service quality tangibles dimension is related to the physical environment aspect of the service provider, the reliability dimension relates to the service outcome aspect and the remaining responsiveness, empathy and assurance represents thesis customer satisfaction service quality of interaction quality between the service provider and the customer.
SERVPERF model was later extracted from SERVQUAL by Cronin and Taylor in by focusing only the perception aspect of customers. Electricity sales have been growing at the fastest pace ever with This rapid growth in demand started in the year and get faster in the latter years.
It is to be noted that this unprecedented growth was also accompanied by frequent and substantial power cuts. This means unconstrained demand growth would be even faster, probably close to 20 percent per year Ethio Resource Group, Besides fastest demand for electricity, the study undertaken by Japanese Thesis customer satisfaction service quality in Ethiopia shows that enhancement of the energy sector is a must in order to maintain the economic growth and become a middle-income country in years through industrialization, considering the difficult macro-economic situation.
Excellent service can be energizing because it requires the building of an organizational culture in which people are challenged to perform to their potential and are recognized and rewarded when they do Berry et. In contrast to this, several organizations do not give emphasis to excel such competence. This in turn will lead to poor service delivery and less profit.
Satisfaction is not an easy feeling since the customers are always in question to meet their limitless needs. Recently, Customer satisfaction is the daily issues of many people and institutions in Ethiopia. The reason is that it is being widely used on the progress for economic, business and social activities. Customers are the main actors in these activities, thesis customer satisfaction service quality.
According to Ethio Resource Group study, Electricity is a critical economic infrastructure. If not delivered where and when needed, serious damage ensues for the economy. Considerable potential output has been lost due to power cuts in the past few years. Potential losses from power disruption will increase in the future as the economy grows and the relative contributions of the industry and service sectors increase in the economy.
Power supply must increase as rapidly as demand to avoid such losses and to ensure sustained growth. This is thesis customer satisfaction service quality rationale upon which the government is accelerating its investment in expanding the power system. The Government of Ethiopia has planned for rapid development of Ethiopia as part of its Growth Transformation Program and has chosen the Utility sector as one of the focus areas for improvement of service delivery to customers.
The existing annual electricity production capacity of the Ethiopian Electric Utility EEU is about MW and the number of customers is about 2, thesis customer satisfaction service quality. interaction between the service providing company and the consumer.
Relationship Between Service Quality \u0026 Customer Satisfaction
, time: 11:00Relationship between service quality and customer satisfaction thesis
Aug 04, · Service quality and customer satisfaction are becoming key imperatives for. impact of service quality dimensions on customer satisfaction. The central thesis of this Customer satisfaction is defined as a customer’s pleasure or dissatisfaction which is created after. the evaluation of a perceived service-quality perform ance and actual service delivered Relationship between service quality and customer satisfaction thesis. The Resort does a buy cheapest essays job of: a. Please answer relationship between service quality and customer satisfaction thesis questions in order and be sure to answer all of the questions that you can. Table 5. President 1 2 3 relationship between service quality and customer satisfaction thesis 5 6 The
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