This study investigates the relationship between service quality and customer satisfaction and academic achievement in private institutions of higher learning. Service quality is especially important to the institutions of higher learning in Malaysia as they are gearing themselves to become exporters of premier education services. / The concept of service quality is operationalized by the following variables: Human element of service delivery; Tangibles of service-servicescapes; Core service or service product; Systemization of service delivery: non-human element; Social responsibility. A research framework was developed and twelve hypotheses were posited and tested. Data was collected using the survey method. Survey questionnaires were hand-delivered to the respondents who volunteered to be participants in this study. Respondents were given the information sheets, along with verbal and written instructions. They were to complete the questionnaires and return to a mailbox on the campus. A total of 331 representative samples of the population were obtained from the private institutions of higher learning by using the “Private Institutions of Higher Learning Directory” as a sampling frame, excluding private institutions of higher learning which had ceased their operations. / The data was analysed by using descriptive statistics and inferential analysis. Statistical analyses used were the Pearson correlation and multiple regressions. Descriptive statistics were also employed. The results revealed that each of the service quality variables has a relationship with customer satisfaction and academic achievement. Using multiple regression analysis, the predictor variables indicated that all the five variables could explain 44.9% of variation that occurred in customer satisfaction, whereas, for the relationship between the predictor variables and academic achievement there was a 13.7% of variation explained. Amongst the variables, human element of service delivery, tangibles of service-servicescapes and core service/ service product have significant and positive relationships with customer satisfaction, whereas, core service or service product has a significant relationship with academic achievement. / Therefore, these variables deserve to be monitored and tailored appropriately in order to enhance organizational performance through customer satisfaction and academic performance. In conclusion, this study provides an insight into further understanding of how to enhance organizational performance by implementing excellent service quality management practices and simultaneously gives due emphasis to customer satisfaction and academic achievement. / Thesis (DBA(DoctorateofBusinessAdministration)--University of South Australia, 2005.

Thesis (DBA(DoctorateofBusinessAdministration) )--University of South Australia, 1999.

The continued growth of service industries and the development of the experience economy has highlighted the need for employees to have extensive social and interpersonal skills. The need for employee interpersonal skills is further emphasised by the extensive interaction between employees and customers, during the provision of customer service, in full service hotels. Despite the heterogeneous nature of the customer service environment, management expect that a consistent level of service will be maintained, while customers desire a unique experience that meets or exceeds their individual expectations. To ensure that both the needs of the organisation and customers are consistently met, management control of employee actions and behaviours is required.The aim of this study was to identify how hotel organisations and managers control employee interpersonal interactions with customers. The research also sought to identify the interpersonal and emotional capabilities employers require from employees to meet the needs of customers and present the desired corporate image. A qualitative, case study, research methodology was applied to understand the expectations of managers, the issues concerning managing employee interactions with customers, perceptions of employee capabilities, and beliefs about current management control strategies in a hotel environment. The research was conducted at four hotel properties belonging to one international hotel group. The data gathering methods included semi-structured interviews, documentation review and field notes.The research concluded that effective alignment of employee and management goal congruence first requires the alignment of managers' goals to the organisation. To ensure management's expectations, customers' expectations and employee actions and behaviours are aligned, management must also have a sound understanding of the organisation's brand and desired image. Cultural and social control mechanisms were found to be important, as they provided a consistent method of aligning employees' behaviour with the goals and expectations of management. The development of social cohesion and norms, through serial and investiture socialisation mechanisms, also helped to create self-managing teams that reinforced the goals of management. The study suggests that, due to the increasing diversity of the stakeholders' views and goals, some of the traditional management perspectives of hospitality may need to change to meet the needs of contemporary employees.

Thesis (Ph. D.)--Ohio State University, 2007. / Full text release at OhioLINK's ETD Center delayed at author's request

Thesis (MIHM) -- AUT University, 2007. / Includes bibliographical references. Also held in print (102 leaves. ; 30 cm.) in City Campus Theses Collection (T 658.8343 GUA )

Thesis (M.S.)--Florida State University, 2005. / Advisor: Dr. Steven McClung, Florida State University, College of Communication, Dept. of Communication. Title and description from dissertation home page (viewed June 14, 2005). Document formatted into pages; contains vi, 52 pages. Includes bibliographical references.

Thesis (M.Psych.Org.) - University of Queensland, 2003. / Includes bibliography.

Thesis (Ph. D.)--Victoria University of Technology, Melbourne, Australia. / "August 2006." Title taken from title screen (viewed October 5, 2007). Includes bibliographical references and appendices.

Providing high quality customer service that actually satisfies the needs of the customer and results in customer satisfaction is one of the biggest concerns of businesses today. Customer satisfaction determines the behavioural intentions of the customer hence the reason why companies are continuously reaching out to the customer with the aim of building strong relationships that will result in customer loyalty. Managers of companies therefore should be conscious of the role played by quality customer service in building these strong relationships. By gaining such insights into customer perceptions and expectations managers will be in a position to offer products and services that meet customer demands. This study was been based on the customer’s perspectives and their experiences with telecom providers in Kampala, Uganda. A quantitative approach and a questionnaire as data collection tool were used in the conduction of this study. The findings suggest that service quality plays a key role in customer satisfaction. In addition to this the findings also suggest that customer satisfaction plays a key role in determining customer loyalty and customer switching depending on the situation. The findings in this study are similar to those findings of studies done in other countries.

This study examines customer service in selected restaurants in the Tshwane area. It is aimed at establishing criteria for excellent customer service in restaurants, which can serve as the basis for building good relationships with customers. An extensive literature study was undertaken and aspects that were discussed in the secondary research include the various components of customer service, as well as the marketing environment of restaurants in South Africa and the Tshwane Area. An empirical study was conducted to namely to investigate customer service in selected restaurants in the Tshwane Area, with the aim to establish criteria for excellent customer service as a benchmark for establishing relationships with customers, by means of an exploratory study. A self-administered survey was conducted whereby questionnaires were handed to restaurant patrons with the restaurant bill folder. Based on the research results, criteria were developed for excellent customer service which can be used as a benchmark for establishing relationships with customers, by providing customer satisfaction, which leads to customer retention, loyalty and ultimately profitability for an organisation. / Business Management / M. Com. (Business Management)