2.1. Research Papers and Case Studies
• Manish Madan (2012) in his research “Comparison of customer’s perception with regard to Service Quality in Public & Private Insurance Companies using SERQUAL Model”. The objective of research was to find the customer’s expectations &’ perceptions towards the insurance companies regarding the service quality & to compare the customers’ perception with regard to service quality in public and private insurance companies. The 22 statements SERVQUAL model used here for measurement. In the questionnaire, 22 statements were grouped under five dimensions. To ascertain the perceptions of service quality, Likert’s 7 point scale was used for its suitability so that range and variations in the perceptions can be estimated. The Sample size was 100 respondents. It was found that the overall comparison between public and private sector insurance companies identifies the public sector insurance companies to have higher quality perception than the private sector insurance companies.
• Dharmesh Motwani (2012) in the study “An empirical study of customer expectation and perception in organized in retail sector” said that in goods industry various parameters are available to judge the satisfaction of customer towards the product, but in the case of service industry only quality of service derives the level of satisfaction and identified the difference between expectation & perception of organized retail sector customers with the help of renowned model of service quality i.e. Parasuraman’s et al (1988) SERVQUAL model.
Abraheem & Yaseen (2011) conducted a research on "Service Quality Perspectives and Customer Satisfaction in Commercial Banks Working in India". The aim of this research was to examine the le...
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...ality in clothing stores. Retail service quality is furthermore associated with future consumption behaviour in terms of the customers’ intention to visit, purchase and recommend the stores to others.
• Parikh (2006) said that “As organized retailing develops in India, retail stores in India will have to improve the quality of their services significantly in order to compete successfully in the global marketplace. It is, therefore very important to know how customers evaluate service quality and what can be done to measure and improve it.”
• Azhagan & Nagarajan (2011) analysed that “most of the customers prefer Organized Retail sector because of more Tangibles and Empathy towards its customers”. In order to retain and attract new customers, the organized retail sector should improve customer’s service level and should provide assurance towards its customer.
What data might be collected by the evaluating occupational therapist if he or she is guided by the PEOP Model and why?
High levels of customer satisfaction will not guarantee future sales, but are more likely to result in repeat future sales than indifferent or poor customer service. Moreover, satisfied customers are more likely to try out other products/services in the firm’s range, or recommend it to friends and family. Build on customer loyalty Customer loyalty is valued highly by most businesses and can be
According to Business Studies ‘’Customer service is one of the most important ingredients of the marketing mix for products and services. High quality customer service helps to create customer loyalty. Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive from the greeting they receive when they enter a retail outlet, to the refund and help that they receive when they have a complaint about a faulty product that they have paid for’’ (Business Studies, n.d).
Without good customer service and keeping your promises, your company would have loyal customers. According to 5 Focusing Steps, “If you’re not yet sold on the idea, consider that a 2 percent increase in customer retention has the same effect as decreasing costs by 10 percent. Not only that, but it costs over six times more to get a new customer than it does to keep one.” Customer satisfaction should be a golden rule of all companies.
First, when shopping, a big factor that will impact a customer 's experience is the customer service. Whether it’s from a simple “hello”, or an employee going out
According to this research the customer satisfaction and service quality is vary from different sectors. If dimension are different but customer satisfaction is same for all services and products. In this report I want to draw a conclusion to point out how relationship is different in different sectors. Here we are dealing with different organization of the same sector, the customer satisfaction is depends upon the services, product quality, delivery time etc.
The Gaps Model of Service Quality was originally developed for application in the financial service sector. The model was designed to measure components of customer satisfaction by using five dimensions of real or potential gaps in service quality of a hotel (Saleh & Ryan, 1991). The model has been applied to hotels, as well as a number of service agencies, including banking, hotels, restaurants, and healthcare. Even though the services differ greatly, the model is easily adapted to any service industry (Parasuraman, Zeithaml, & Berry, 1985).
We recommend Vikram to use service quality framework (SERVQUAL) as a scale to measure and manage hotel guest’s perception of service quality in terms of five dimensions (session2 slide#45), which are (i) Reliability – OV employee’s ability to dependably and accurately perform the promised service to consistently delight its guests (ii) Assurance – Knowledge and courtesy of OV employees, and their ability to convey trust and confidence. (iii) Empathy – OV’s individualized attention and customized care it offers to its guests and understanding the customer to anticipate guest needs, wants and desires to enlighten the service. (iv)Tangibles – Refers to OV’s lavish tents and other physical facilities, equipment, pleasant appearance of OV personal, etc. (v) Responsiveness – OV’s willingness to help customers and provide prompt
Williams, P. & Naumann, E. 2011, "Customer satisfaction and business performance: a firm-level analysis", The Journal of Services Marketing, vol. 25, no. 1, pp. 20-32.
Customer satisfaction is the overriding factor for the successful operation. Sales of the supermarket can grow when it makes its customers satisfied with the goods or services by best policy to fit customers’ requirement. So, it can be told that customer satisfaction is followed by customer revisiting or repurchasing. They can also tell their acquaintances about products or services as good. Customer satisfaction and sales might be linked directly, companies have to check the factors periodically such as quality, schedule, layout, inventory and so on to lift customer satisfaction because even small factors that employees didn’t recognize can affect consumer satisfaction enormously.
The lights, the camera's, the designer clothes, and the beautiful models, all of these are contributing pieces of a runway fashion show. But the models who are strutting down the runway, showing off high standard fashion clothes, are not the only models that are out there. There are many types of models that work in this line of business. There are commercial models, catalog models, plus size models, parts models, and so many more. All models have something in common though, they all live a challenging life. Although many believe that being famous, or on the cover of top rated magazines will make you happy and feel fulfilled, living that form of life can create a feeling of having no privacy. There are many perks however, in working as a model. For example, if working as a runway model, it is not unheard of to have a salary of five hundred dollars per hour. That high of a salary is mainly only given if it is a very large name show. Catalog models can receive one hundred dollars to two hundred or more. The amount of an hourly salary is dependent upon the popularity of the company or brand being modeled and if the model has a good reputation. The life of a model is very busy and includes a multitude of challenges that the model needs to be ready for.
It's very well known that a companies success is not only dependant on the possession of a good product or service, but the key aspect to a successful business is excellent customer service. As the market grows, now more then ever companies are emerging, they are offering very similar types of products and services. Successful customer service can be a way a business becomes original and unique, it can be the key to attracting and maintaining loyal customers. Good customer service can start-up a business while bad customer service can harm a company. An average customer that experiences an issue will complaint to 9-10 people about the problem. A customer that received support to their problem and a potential solution will tell at least five
Customer satisfaction measures the expectation of a customer relating to the product and services provided by the retail stores. Satisfied customers tend to be loyal to the organization and make more and more purchase from the same store, which in turn is beneficial for the organization. According to Hoyer and Maclnnis (2001) satisfaction can be compared with the feeling of acceptance, relief, pleasure and
It’s subjective opinion or psychology of customers. Satisfaction is often confused with loyalty. The range of customer’s emotion is shown with surprise, contentment, happy, unhappy or relief. The entire gap between perceived quality and expected quality is influenced customer satisfaction. Customer loyalty is always is frequency buying action.
The dimensions of service quality refer to the attributes which contribute to consumer expectations and perceptions of service quality, thus serving as the determinants of consumers’ quality assessment (Rowley, 1998). The most well-known, commonly used service quality scale is the SERVQUAL, a general instrument for measuring service quality developed by Parasuraman et al., (1988). It includes five dimensions of service quality: (1) tangibles: appearance of physical facilities, equipment, personnel and communication materials; (2) reliability: ability to perform the promised services dependably and accurately; (3) responsiveness: willingness to help customers and provide prompt service; (4) assurance: knowledge and courtesy of employees and their ability to convey trust and confidence; and (5) empathy: caring, individualized attention that a firm provides its