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Service Quality Essay Examples

Service Quality Improvement
Sheth & Kellstadt (1992) also identifies this approach of service quality improvement as both multi-disciplinary and requires individuals with different functions in the company. This is because it requires efforts of managers belonging to different disciplines. Moreover, it involves employees with varying roles in the...
Pages: 8 (2000 words) , Essay , Business
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Service Quality Research Perspectives
Service Quality (SERVQUAL) can be illustrated as the framework which intends to explain a precise definition of the qualitative aspects related to service quality including the factors of responsiveness, tangibles, assurance empathy along with reliability. However, there have been criticisms regarding the appropriateness of SERVQUAL...
Pages: 10 (2500 words) , Research Proposal , Business
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Service quality in health care
From research, it has been established that customers mostly rely on technical quality. It is therefore the best way for customers to establish the quality of services in a health care unit.Only few patients have the knowledge to evaluate effectively the quality of the diagnostic...
Pages: 7 (1750 words) , Essay , Health Sciences & Medicine
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Service Quality in Higher Education
A research got conducted in the UK for the purpose of identifying the levels of total quality management (TQM) in the UK higher education institutions (HIE). TQM refers to a management initiative that has gotten adopted by some HEI in most of the developed countries,...
Pages: 6 (1500 words) , Essay , Management
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A Research of Service Quality in Brisbane
The credit mostly goes to the City council which has tried its best to improve the standard of living for the local and visiting population. There are many different universities in Brisbane which annually attract thousands of foreign students, therefore, giving Brisbane an international and...
Pages: 23 (5750 words) , Research Paper , Tourism
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Service Quality and Determinants of Customer Satisfaction
There are numerous benefits of meeting customer expectations and also satisfying the needs. Firstly, Daniel Restaurant can benefit a great from customer expectations because it helps in identifying the service level that keeps them happy thus achieving higher satisfaction (Zaim, Bayyurt & Zaim, 2013). On...
Pages: 9 (2250 words) , Case Study , Management
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Gaps Model of Service Quality in Abercrombie & Fitch Multinational Company
In 2008, the company launched a new concept store named Gilly Hicks which offers bras and personal care products to create an emotional connection with female customers. This is the first evidence of a significant gap in service delivery as the company does not seem...
Pages: 12 (3000 words) , Case Study , Business
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Service Quality at the Hotel and Tourism Industry
The “best practice” approach helps to achieve the effectiveness of performance and specific goals including maintenance of high standards in order to deliver customer satisfaction. Unique talents among employees, including superior performance, productivity, flexibility, innovation, and the ability to deliver high levels of personal customer...
Pages: 7 (1750 words) , Essay , Human Resources
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The Development of an E-travel Service Quality Scale
There has been an increase in the number of people using travel websites to plan their itineraries and acquiring travel information. Travel websites provide diverse services such as travel information and products through the internet. A strong competitive environment has led travel websites to improve...
Pages: 6 (1500 words) , Thesis Proposal , Media
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Service Quality and its impact on an organization
This has led to postulation of numerous theories with the main theory being the total quality management which mainly gives focus to the fitness of final products the services provided to customers. Consequently, what makes these theories homogeneous is their emphasis on synchronization of quality...
Pages: 10 (2500 words) , Essay , Tourism
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International Service Quality - Mystery Shopping over the Years
There are many benefits that mystery shopping provides a related organization. Firstly, it is gaining valuable information that might help you in improving your services which are usually missed by other surveys. It helps to monitor and measure specific service information and the information that...
Pages: 8 (2000 words) , Case Study , Business
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The Association between Airport Service Quality and Airport Experience for Transit Passengers at Hamad International Airport
As timelessness could be exhibited, the researchers find that there is some level of sameness between passengers on transit, although their experience is influenced to some extent by cultural and national dimensions. As a result, the passengers’ sense of time and place may be softened...
Pages: 12 (3000 words) , Research Paper , Management
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Relationship between Service Quality and Customer Satisfaction in Taj Resort Hotels
Salazar, Rita, & Costa (2004) posit that customer satisfaction and service quality are closely related. Service quality determines the general impression that people have towards an organization. The perception is mainly determined by the way people regard the quality of services. However, satisfaction can also...
Pages: 9 (2250 words) , Research Paper , Business
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The Aspects of Service Quality in Terms of Process and Capacity in Supermarket Operations
Operations managers cannot make decisions or change systems in isolation. Both, strong coordination and consideration of all business contexts are required for effective strategies to be designed to run sustainable operations. Entering with preconceived notions about this leading supermarket posed a serious challenge to taking...
Pages: 12 (3000 words) , Term Paper , Business
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How does employee motivation impact on the service quality in retail sector in the UK
It is assumed that workers who are happy in their jobs are more likely to provide better service to their customers than workers how are not satisfied with their work. Javitch (as mentioned in Vesilind, 2013) argues that:This dissertation specifically studied the case of a...
Pages: 57 (14250 words) , Dissertation , Management
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Measurement of Service Quality in UK Retail Banking Sector and its impact on customer satisfaction and switching behaviour of customers
Owing to this importance attached to the quality of services offered to customers, the researcher of this study aims at exploring the impact of service quality offered by the UK’s retail banking sector on the satisfaction level of customers.A research may be qualitative or quantitative...
Pages: 17 (4250 words) , Dissertation , Business
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Operations Management and Organizational Decision Making
This research tells that operational managers in accommodation organizations should also engage actively with marketing managers and help them develop accurate marketing messages. As advertising plays an integral role in shaping customer expectations, operational managers can inform the marketing department of the operational processes and...
Pages: 6 (1500 words) , Research Paper , Management
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Theory for the Conceptualization of the Model
As the paper outlines, perceived quality of any good may be interpreted as the consumer's judgment about the extent of superiority or excellence of the product after its consumption. It is a widely believed fact that consumers use different cues to infer quality such as...
Pages: 12 (3000 words) , Research Paper , Business
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Servqual Model in Hotel Sector
The model SERVPERF was used by Choi and Chu (to measure travelers’ perceptions of hotel attributes in Honk Kong Hotels; by Juwaheer (2004) to measure the same in Mauritius’s hotels; and by Poon et al. in Malaysian hotels. Studies have suggested that SERVPERF is a...
Pages: 4 (1000 words) , Literature review , Tourism
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The Quality of Logistic Services and the Improvement in the Productivity of any Organization
Barnes (2000, p. 59) claims there are various forces bringing about new challenges when it comes to logistics service delivery. On the other hand, Ross (1998, p.61) asserts that these barriers are mainly brought about by the organization itself, with Lahore (2005, p.79) opposing that,...
Pages: 9 (2250 words) , Research Paper , Management
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Managing Hospitality Operations
According to Grönroos, service quality can be divided into two categories – technical quality which focuses on what customer actually receives from the service while functional quality is concerned with the service delivery process (Juwaheer & Ross, 2003). Service quality can be measured only by...
Pages: 12 (3000 words) , Research Paper , Management
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Service quailty
Despite this fact that young people in Saudi Arabia are not limited by income and they have spending habits that are designed more by wants than any of their needs.The growing economy in the country is positively the overall living standards of the country and...
Pages: 13 (3250 words) , Dissertation , Management
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Do the events management questions on the ppt
26). The complexity results in challenges in the coordination of the various warehouses and events channels without an effective SCM installed. Nonetheless, with SCM the organization and the event manager can bolster on-time delivery performance and the enhance client satisfaction through the achievement of total...
Pages: 7 (1750 words) , Assignment , Management
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The Significance of Quality Management in Service Sector
The present trend of total quality management in the hotel industry makes sure that the accomplishment of the competitive benefit of hotel business firms and is, therefore, the topic of current study into service quality in the hotel industry. The idea of service quality is...
Pages: 12 (3000 words) , Case Study , Management
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Data Analysis Report
As a means for measuring this gap and identifying possible areas in service quality that may need further improvements, as explained by Parasuraman, Zeithaml, and Berry (1988). In order to measure the perceptions of customers regarding the quality of services, their expectations can be compared...
Pages: 8 (2000 words) , Essay
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Tesco Just Keeps on Growing
The service quality which Tesco carries is one which is defined by training and development offered in the company and specific standards and policies that are withheld in each of the stores. This is followed by a variety of consumers which are remaining loyal to...
Pages: 15 (3750 words) , Research Paper , Business
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Choice one of the topic
On the contrary, quality service is all about how delivered services match with the expectations of the customer. Unlike in manufacturing organizations where tangible products are produced and conformance and performance being the defining features of quality, service organizations produce intangible products and this makes...
Pages: 8 (2000 words) , Essay , Management
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The Issues of Managing Quality in Service Marketing
 Auto Clinic Pvt. Ltd was established in 1975 in Campbell Town – New South Wales of Australia, as a proprietor owned garage workshop named Hellman Auto Works. Over the years, with its quality and reliable services, the operations grew and the family-run business expanded into...
Pages: 17 (4250 words) , Research Paper , Marketing
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How Aspects of Tourism and Hospitality Services Influence Customers Satisfaction
Tourism and hospitality services are complex dynamic systems within which clients and staff interact. They are the stepping stone on which the image and brands of an organization are built. They form the fundamental foundation for establishing a long-lasting relationship between the customer and staff...
Pages: 8 (2000 words) , Term Paper , Business
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Four Season Hotel in Guangzhou, China
This research study is different than other research studies in many aspects. This study would shed light on the working of an American hotel chain in a highly competitive market like China. Following are some main points derived from the literature review of similar research...
Pages: 15 (3750 words) , Thesis Proposal , Management
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Methods which are used in Qualitative Techniques
SERVQUAL has limitations in relation to the data collected due to the sample size and type. A good example is the limitations experienced when assessing the class service quality in the colleges and universities. The data obtained for the study were all taken from the...
Pages: 9 (2250 words) , Assignment , Marketing
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The research gap identified by the author in this study is the fact that Indian banking is undergoing a period of great change. India has in the past not placed very much emphasis on customer service, and so it is a relatively new area...
Pages: 10 (2500 words) , Thesis , Marketing
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Service Marketing in Marriott Company
Designing services is challenging, due to this before any action is taken a company should involve customers both in designing the services and delivery of the service. The company should provide customized services because this would not only enhance customers’ participation but would create interest...
Pages: 11 (2750 words) , Case Study , Marketing
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Quality Management and Customer Satisfaction Rate
Critical Incident Technique (CIT) is used for collecting direct observation from customers’ experience in relation to the services or products the organisation provides. This is a flexible method which relies on determining and reviewing the collected information from the participants. Data are then submitted for...
Pages: 6 (1500 words) , Term Paper , Business
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Management Research Individual assignment
Ladhari (2009) rightly argued that service quality cannot be easily measured due to four characteristics of services such as intangibility, heterogeneity, perishability and inseparability. According to Markovic (2006), in most of the service sectors like Quick Service Restaurants (QSR), banks, hospitals etc, customers has to...
Pages: 10 (2500 words) , Research Proposal , Management
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Service Delivery Gap
External communication is not only important to assure customer’s expectation, but also customer’s perception towards the service delivery. Sometimes, firms in the service sector have to reflect their customers the special efforts put in for service quality improvement without which customers can neglect their services....
Pages: 10 (2500 words) , Essay , Business
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Customer Service Operation and Excellence
While the librarian is expected to provide the service in a timely manner, there is the need for the student to exercise some skills in how to access required materials to carry out his or her role. The librarian, however, is available to provide some...
Pages: 7 (1750 words) , Essay , Business
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Quality Control
Is critical for NATS and the industry of air traffic control to ensure proper management and communication of quality improvements to both employees and customers using the tools of quality management. NATS has the potential for achieving competitiveness in service quality if the management embeds...
Pages: 17 (4250 words) , Essay , Business
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Enhancement of Customer Satisfaction
One of the most effective means is to make use of a large-scale application of advanced guest technology, changing the traditional competitive basis and management model of the hotel industry to gain a new competitive advantage. In this regard the international leaders in the hotel...
Pages: 35 (8750 words) , Essay , Management
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Service Marketing
Internet services provided by the firm are 3G and 4G mobile internet access, post-paid or prepaid dial up internet access and broadband services. The company had even announced offering free national and local high definition calls. Air Arabia Air Arabia is regarded as the low...
Pages: 9 (2250 words) , Research Paper , Marketing
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Mkting of Services
The other is the adequate service level which is the service the customer finds acceptable and it reflects the minimum performance level expected by the customer without being dissatisfied. These two service levels are the make the upper and lower boundary of the zone of...
Pages: 7 (1750 words) , Assignment , Marketing
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Outsourcing Decisions Made by Telecom Operators
The modern vendor network is not only a supplier network but an infrastructure (Rinehart, 2006). It extends to all parts of the organizations and thus acts an enabler of innovation and creativity. The new advances in lean manufacturing techniques have completely revolutionized the attitude towards...
Pages: 22 (5500 words) , Research Proposal , Business
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Quality of Services in the Nandos Restaurant Business
There are several service quality models, these include Gap model. This model involves measuring service attributes from exploratory qualitative investigations into the determinants of service quality. It was recognized as being the first study of service quality measurement. Authors have acknowledged conceptual difficulties concerning the...
Pages: 12 (3000 words) , Research Paper , Marketing
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The Corporate and the Individual Customers and Service Management
Measurement of the service quality is an abstract, elusive and subjective concept, which means different to different customers. One of the most multidimensional concepts is service quality, which would help in measurement of reliability, interactive and corporate effectiveness. These variables are important to increase customer...
Pages: 6 (1500 words) , Case Study , Business
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Customer Service and Company Profitability: Beira Mar Mall
The significance of customer service has been widely emphasized by a wide array of academicians and researchers. This is mainly due to the ability to have a satisfied customer that such services have. Notably, the significance of customer satisfaction in today’s dynamic business environment cannot...
Pages: 14 (3500 words) , Research Paper , Business
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The Five Gaps Pattern to Refine Primark's Services
The 5 Gaps model portrays the gaps in the organization related to their services so that they can work on its improvement. The gaps are as follows: This gap occurs because of having lack of marketing research done for the organization, the upward level communication...
Pages: 12 (3000 words) , Case Study , Marketing
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How Library Services Influence Students' Perception of Service- Service Marketing in London Metropolitan University
Service component, on the other hand, can include the overall teaching and research capabilities of the faculty, knowledge levels of other category of staff like faculty assistants, the rigor of the syllabi, consistency in maintaining pedagogy quality irrespective of faculty availability, and easy and open...
Pages: 32 (8000 words) , Term Paper , Marketing
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Small-Cale Chinese Restaurant in Hatfield
Running a restaurant has now become feverish amongst Chinese entrepreneurs. One of the key elements of running a successful restaurant is managing service in order to achieve diners’ satisfaction. Gregoire (2010) stresses the catering business takes place between diners and servers in social space, therefore...
Pages: 58 (14500 words) , Dissertation , Management
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Improvement of the Quality of Service in a Hospital in the United Kingdom
A proper mix of experienced and new employees should make up a team so that the nurses don’t feel stressed or burnt out by working more. “All of this guidance is well summarised by the International Council of Nurses: ‘There is no optimum skill mix,...
Pages: 10 (2500 words) , Case Study , Human Resources
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Research Funding and Norms in the Academic System
Discussion of GAP analysis and its application to The Edge The diagram below gives an indication of the various gaps in service quality. There are in general 5 different types of Gaps, although only those which are applicable are discussed here. There is a significant...
Pages: 8 (2000 words) , Term Paper , Business
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