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Measurement in service quality of Hongkong Telecom in municipal hallsSzeto, Ping-hang. January 1997 (has links)
Thesis (M.B.A.)--University of Hong Kong, 1997. / Includes bibliographical references. Also available in print.
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A longitudinal study of customers perceptions of their confidence in, and satisfaction with, the South African sugar association cane testing service divisionNaidoo, Gonaseelan January 2004 (has links)
Thesis (M.B.A.)-Business Studies Unit, Durban Institute of Technology, 2004
x, 162 leaves / Customer satisfaction is a critical component of a business’ competitive strategy. The Cane
Testing Service (CTS) division of the South African Sugar Association is operating in a
deregulated market environment and thus has to ensure that customers are always satisfied
with the quality of service received from CTS.
This study aimed to establish the change in customer satisfaction levels between 1998 and
2003. The study set out to determine customer satisfaction levels with specific customer
groupings of combined millers and growers, millers-only and growers-only of all fourteen
Mill Group Boards. The study investigated customer satisfaction levels for each of the
sixteen service characteristics for the fourteen Mill Group Boards. / M
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A longitudinal study of customers perceptions of their confidence in, and satisfaction with, the South African sugar association cane testing service divisionNaidoo, Gonaseelan January 2004 (has links)
Thesis (M.B.A.)-Business Studies Unit, Durban Institute of Technology, 2004
x, 162 leaves / Customer satisfaction is a critical component of a business’ competitive strategy. The Cane
Testing Service (CTS) division of the South African Sugar Association is operating in a
deregulated market environment and thus has to ensure that customers are always satisfied
with the quality of service received from CTS.
This study aimed to establish the change in customer satisfaction levels between 1998 and
2003. The study set out to determine customer satisfaction levels with specific customer
groupings of combined millers and growers, millers-only and growers-only of all fourteen
Mill Group Boards. The study investigated customer satisfaction levels for each of the
sixteen service characteristics for the fourteen Mill Group Boards.
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Impact of Batho Pele principles on service delivery : a case study of the Durban regional office of the Department of Home AffairsNgidi, Telesphorus Lindelani 13 November 2013 (has links)
Dissertation submitted in fulfilment of the requirements for the Degree of Master of Technology: Public Management, Durban University of Technology, 2012. / The Batho Pele principles provide a framework about how public services should be provided for
improving the efficiency and effectiveness of the Public Service. Adherence to these principles will
guarantee the provision of excellent services that meet the people’s needs and expectations,
enhance customer satisfaction, while upholding the government’s promise that access to decent
public services is no longer a privilege to be enjoyed by a few, but the rightful expectation of all
citizens.
From the literature review, it was evident that improved public service delivery depends on several
aspects ranging from Human Resource Development (HRD) to performance measurement and
accountability. The need for improving efficiency and effectiveness of the Public Service is
emphasised throughout the various pieces of legislation.
Interviews and questionnaires were used to gather data and to get an understanding of data from
the point of view of the participants. Analysis of collected data revealed that there is above average
compliance to the principles evidenced by the modernised queuing system at the office of study.
Batho Pele principles should be incorporated in the performance contracts of all employees in the
department so that periodic performance against them is assessed and ultimately all employees will
become Batho Pele champions.
The findings of this study is not only beneficial to the case study institution, but to all public sector
institutions.
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An evaluation of the influence of experiential marketing on spectators' behaviour in the Taiwanese professional baseball leagueLai, Cheng-Hao January 2014 (has links)
The relationships between service quality, consumer satisfaction, and loyalty have been widely discussed in the service marketing literature, but there is still an ongoing debate about these relationships because they have not been well studied in spectator sport industry (Theodorakis & Alexandris, 2008). Schmitt (2011) claimed that consumer experiential could be a new perspective for evaluating the nature of these relationships. However, experience marketing has some special and unique attributes requiring specific definitions in specific research contexts. Thus, the current research attempts to (1) identify what kinds of experiences are found in Taiwanese professional baseball games; (2) test models of relationships between consumer experience, service quality, satisfaction and loyalty taking into account the unique aspects of the specific context of Taiwanese professional baseball games; and (3) test the role of consumer experience on the relationships between perceived service quality, satisfaction and loyalty. In order to achieve the research aims, the current research adopted a mixed method approach using both qualitative and quantitative methods. Four focus groups, representing the qualitative stage, were conducted to acquire a better understanding of consumer experience types and characteristics in Taiwanese professional baseball games. The main findings of the focus groups are that (1) ordinary experiences include the game itself while additional events and activities characterise extraordinary experiences. However, (2) when games involve a special performance and record or modifies a ranking position, they can be seen as extraordinary experiences as well. Moreover, ordinary experience and extraordinary experiences also depend on clubs, game days, and stadiums. A questionnaire survey, representing the quantitative stage, was used to investigate the relationships between consume experience, service quality, consumer satisfaction and loyalty. The sampling strategy was designed based on the specific research context features (i.e., different clubs, dates and stadia), and 1,229 questionnaires were collected. A confirmatory factor analysis was conducted in order to test the measurement model and compare theoretical models according to specific research context features. The main findings were that: (1) the degree of association between consumer experience and service quality is significant, (2) both direct and indirect relationships of consumer experience on consumer satisfaction and loyalty are significant, (3) only an indirect influence, via consumer satisfaction, of service quality on consumer loyalty is significant, (4) the differences of relationships are significant between clubs, but not significant between dates and stadia. The current research concluded that (1) consumer experience is an important dimension to take into consideration to better understand the formation of consumer loyalty, (2) there is a two-way relationship between service quality and consumer experience, (3) Intangible experience elements are captured by consumer experience while tangible experience elements are captured by service quality, (4) Extraordinary experiences in sport spectating events are highly dependent on situational factors, (5) specific research contexts features are important to take into consideration when conducting consumer experience research.
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Improving marketing performance through customer satisfaction: Hongkong BankChiu, Mun-chi, Ruby., 趙敏芝. January 1998 (has links)
published_or_final_version / Business Administration / Master / Master of Business Administration
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Employee satisfaction: a service productivityand service quality issue : the case of airline cabin crewLim, Choi-ling., 林翠玲. January 1996 (has links)
published_or_final_version / Business Administration / Master / Master of Business Administration
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An exploratory investigation of the determinants of satisfactory service quality in corporate bank operationLok, Lai-mai., 駱麗梅. January 1995 (has links)
published_or_final_version / Business Administration / Master / Master of Business Administration
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An evaluation of service quality of shopping centres in Hong Kong: acase study of the Grand Century PlaceAu, Pui-shan., 歐珮珊. January 2007 (has links)
abstract / Housing Management / Master / Master of Housing Management
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CONSUMERS' PERCEPTIONS OF QUALITY OF APPAREL AT FASHION STORES.Hemmerick, Barbara Jean. January 1985 (has links)
No description available.
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