Service quality and customer satisfaction

The study was carried out by surveying 181 individual customers who are Gen Y and have been using fast food services at fast food stores in Hanoi and using the SERVQUAL model with 5 independent variables: Tangibility, Responsiveness, Assurance, Reliability, and Empathy.

8p vifilm 11-10-2024 0 0   Download

Most of the firms now agree that creating strong customer experience is becoming the most prioritized activity to attract and endure customers (Lemon, 2016). In previous research, the notion of customer experience is commonly mixed with customer satisfaction, customer loyalty, service quality and other related concepts.

12p viormkorn 27-09-2024 5 2   Download

The main objective of the research is to examine internet banking service quality’s impact on customer satisfaction of Bank for Investment and Development of Vietnam (BIDV). This study is a quantitative study using the SERVQUAL model developed by Parasuraman et al. (1988) in internet banking service to define 5 dimensions of internet banking service quality as independent variables and customer satisfaction is the dependent variable. Questionnaires were also given for 320 customers and 300 surveys which were valid for analysis.

16p toduongg 24-08-2024 2 0   Download

According to Hayashi et al. (2014), delivery service significantly affects the success of online shopping. Today, the quality of life is enhanced and personalized, consumer demand for saving time and upgrading shopping facilities through online purchases of ever-expanding food products, so the satisfaction of customers buying food with last-mile delivery service on e-commerce platforms in Vietnam becomes an important issue that businesses should focus on.

6p zizaybay1101 09-05-2024 12 3   Download

The studies on customer loyalty presented different views and definitions of customer loyalty from different fields such as tourism; online shopping; homestay service or convenient shops system at the same time, these studies also show factors affecting loyalty such as service quality; satisfaction; tourist experience; switching costs,… However, most studies have not mentioned customer loyalty in the business performance of enterprises.

29p guitaracoustic09 14-01-2022 24 3   Download

In recent years, tourist accommodation establishments have been growing in both quantity and quality, making an important contribution to the development of tourism products, socio-economic development in local. Expected to 2020, Vietnam's economy will continue to witness the boom of the accommodation service business with more than 20 million foreign visitors visiting and the outstanding growth of the hotel service industry.

12p tamynhan6 14-09-2020 37 3   Download

The thesis aims to improve service quality, increase customer satisfaction, promote voluntary behavior, voluntarily obey the law participating in motor vehicle civil liability for third parties.

0p cothumenhmong6 17-07-2020 19 1   Download

The objective of the study is to find an association between several quality factors and customer satisfaction.

9p guineverehuynh 18-06-2020 27 3   Download

This study examines the relationship between service quality and customer satisfaction in the retail sector with a focus on Chennai. A total of 60 respondents participated in the study.

6p guineverehuynh 18-06-2020 43 2   Download

The purpose of this study is to examine the level of customer satisfaction in public enterprises of Nepal

8p guineverehuynh 20-06-2020 15 4   Download

The study is to examine customers’ perception of service quality and overall satisfaction in the boutique hotel industry of Kolkata, West Bengal. The perceived service quality of hotel attributes is to be examined and the factor structure of service quality perception is to be determined.

6p guineverehuynh 21-06-2020 25 3   Download

As the nature of services provided by airlines is a little different to other service industries, additional research is needed to evaluate the service quality of airline services and its effects on customer satisfaction using appropriate dimensions of service quality.

9p guineverehuynh 22-06-2020 24 3   Download

The issue is of importance to address the often raised concerns of differences in working and quality of services provided by public and private sector banks.

12p guineverehuynh 22-06-2020 11 0   Download

This study develops and tests a set of new factors which shapes both customer satisfaction and delight within the UAE setting. The factors include perceived service value, perceived service quality, perceived price fairness in addition to perceived service recovery.

10p tocectocec 24-05-2020 11 0   Download

This research aims to examine a model of relationships among service quality, customer satisfaction, and customer loyalty in the Laos telecommunication sector. That addresses the lack of research of these relationships in terms of research setting and provides information for telecommunication companies in Laos improving their performance and competitive abilities.

156p change02 06-05-2016 61 3   Download

Research objectives: To research an overview of e-banking service quality, customer satisfaction, customer loyalty, switching cost, customer trust and the relationship among variables; to develop a research model on the relationship among e-banking service quality, customer satisfaction and customer loyalty affected by intermediate factors including switching cost and customer trust in e-banking sector in Vietnam.

12p change01 05-05-2016 84 8   Download

Thuyết trình: An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction nhằm mục đích sự hài lòng của khách hàng, tổng thể chất lượng dịch vụ internet banking, chất lượng sản phẩm dịch vụ ngân hàng.

26p slow_12 26-06-2014 122 12   Download

Bài giảng Vai trò của nhân viên trong dịch vụ trình bày vai trò quan trọng của nhân viên dịch vụ trong việc tạo ra sự thỏa mãn khách hàng & chất lượng dịch vụ (the critical roles of service.employees in creating customer satisfaction and service quality) (why the servicescape affects employee and customer behavior). Vai trò của nhân viên phục vụ trực tiếp.

33p vespa_12 14-04-2014 208 7   Download

In the past three decades, due to significant liberalization and privatization the entire telecommunications industry has become a dynamic service industry subject to increasing competition with huge growth potential. (Graack, 1996). In recent years, in some Asian countries the number of mobile subscribers even passed the number of fixed-line subscribers (Fink, Matto, & Rathindran, 2003). Hence, the strategic behavior of telecommunications companies has attracted so much attention in recent years, both in the academic literature and in the popular press.

20p quanghao1991 26-08-2012 87 9   Download

product overview for steam and other industrial fluids .Spirax Sarco provides knowledge, service and products worldwide for the control and efficient use of steam and other industrial fluids Knowledge Our knowledge is based on over 100 years of experience in steam using industries worldwide. This knowledge is passed on to customers through our 35 training centres, our range of correspondence courses and a series of technical publications. Much of this information is freely available on our website at www.SpiraxSarco.com.

19p chaucogido 30-01-2010 147 17   Download