La investigación realizada se orienta al sector de educación, y su estudio es específicamente en el Centro de Idiomas de la Universidad Nacional del Callao (CIUNAC). El objetivo es determinar el nivel de calidad de servicio en el Centro de Idiomas de la Universidad del Callao durante el periodo 2011 - 2012, mediante el modelo SERVQUAL, el cual tiene cinco dimensiones: fiabilidad, capacidad de respuesta, seguridad, empatía y elementos tangibles. Para el estudio se emplearon herramientas estadísticas y de recolección de datos por fuentes primarias y secundarias, además se utilizó un cuestionario basado en el Modelo SERVQUAL, para determinar las percepciones de los usuarios con respecto a los servicios brindados por el CIUNAC y establecer el nivel de calidad del servicio. Los resultados expresaron que los usuarios se mostraban en desacuerdo con el enunciado de “el personal muestra predisposición a brindar asesoría en los trámites para los alumnos”, por lo que se propone un manual de atención al usuario para mejorar este punto. Por otro lado, en la medición de dimensiones se muestra que en líneas generales existe una mediana satisfacción con la calidad del servicio que ofrece el Centro de Idiomas. Con esta medición se obtuvo una línea base para realizar mejorar y continuar usando el modelo planteado para medir periódicamente la calidad del servicio. / The research focuses on the education sector, and their study is specifically on the Language Centre at the National University of Callao. The objective is to determine the level of quality of service in the Language Centre of the University of Callao during the period 2011 - 2012, by the SERVQUAL model, which has five dimensions: reliability, responsiveness, assurance, empathy and tangibles. For the study used statistical tools and data collection by primary and secondary sources and based on the SERVQUAL Model questionnaire was used to determine the perceptions of users regarding the services provided by the CIUNAC and set the level of service quality. The results expressed showed that users disagree with the statement "the staff shows willingness to provide advice on the procedures for students", so a customer service manual aims to improve this point. On the other hand, in measuring dimensions shown that overall there is a median satisfaction with the quality of service offered by the Language Centre. With this measurement a basis for improving and continue using the model proposed to periodically measure the quality of service line was obtained. Keywords: language center, service quality, SERVQUAL model, user satisfaction, user service manual.

Title: Customers satisfaction with the services of Energy Studio Objectives: The objective of this diploma thesis is to find out the quality of services provided by Energy Studio via SERVQUAL questionnaire. Then create suggestions and recommendations based on the results of this questionnaire. These suggestions and recommendations should lead to overall improvement of quality of all services offered by Energy Studio. Methods: The research of service quality in yoga center Energy Studio was performed by using standardized SERVQUAL questionnaire which explored the actual perceived quality of services and was comparing it to clients expectations. The data collection took place in the period from February 2015 until the half of March 2015. Results: The results of the customer's satisfaction analysis in Energy Studio Václava Krejčíka show that the customers are very satisfied with services provided by studio. The overall quality of services in that yoga center are evaluated better than was customers expectation. There are small gaps in some services, on which should Energy Studio focused in order to reach the maximal customer satisfaction. On the basis of the results there were put together suggestions and recommendations which should lead to the requested increase in service quality level. Keywords:...

Title: Analysis of customer satisfaction in six selected Expreska fitness premises and their mutual comparison Objectives: This diploma thesis deals with the research of satisfaction and expectations of female customers of the Expreska circle training in selected six establishments in Prague and consequent comparing of these places. Satisfaction is measured using a questionnaire, in which the customers asses the perceived quality of services and the quality of services that is important to them. On the basis of obtained data there is conducted analysis of sociological parameters such as age, occupation, monthly income, etc. The main research is completed with the survey of former Expreska customers and in conclusion there is comparison of the two surveys. Methodology: The survey of customer satisfaction is carried out using questionnaires, which lies in the method of SERVQUAL. It is compared the expected quality and truly perceived quality of the service. Secondary data about the fitness center are obtained through the analysis of documents and author's own investigation at the fitness premises. Results: The outcome of the thesis comprises of the satisfaction of customers in Expreska circuit training. Furthermore, comparing the satisfaction of customers between the various exercise premises, last...

Service quality is an integral part of the product/service offering provided to a customer. Along with continuously identifying customer expectations and perceptions about service quality, it is imperative for service providers to also investigate whether the service quality increases customer satisfaction and their behavioural intentions. This PhD study theoretically contributes by evaluating one comprehensive service quality model, SERVQUAL designed by Parasuraman et al. (1988), for its potential applicability. The study further contributes by identifying a gap in the literature that the original SERVQUAL model does not entirely represent LCC service quality therefore, LCCSQUAL is proposed: a revised conceptual model with twenty-five variables that reflect the industry-specific attributes of LCC services in the Middle East. LCCs became a common feature in the West after the appearance of Southwest airline in 1971, however in the Middle East; LCCs are a relatively new phenomenon. LCCs are growing rapidly due to the current development of the aviation industry, deregulation and open skies policies in many parts of the Middle East. Most research to date has focused on LCCs in Western or Asian culture, whereas limited research has been conducted in the Middle East region, hence, this study will focus on highlighting the historical development of the Middle East’s aviation industry and the phenomenal growth of the region’s LCCs. This research is first of its kind in the Middle East to be conducted on the LCC service quality as well as in a new cultural background and therefore, it is important to consider that passengers’ are influenced by their culture while making decisions, however; the original SERVQUAL model developed by Parasuraman et al. in (1985) does not include culture as one of the influences in consumer. This PhD study, therefore, bridges another gap in the knowledge by testing the LCCSQUAL in Middle Eastern culture. This PhD followed a multi methodology using both inductive and deductive approaches consisting of qualitative (interviews and a focus group discussion) and quantitative (a self-administered survey questionnaire) methods at Dubai International airport, which has a dedicated LCC terminal. A total of 540 questionnaires was distributed; however, only 516 were finally employed for quantitative analysis. For qualitative analysis, nine in-depth interviews with senior executives of LCC airlines and seven LCC passenger interviews was conducted along with one focus group interview with seven Emirati ladies, first time LCC travellers. Content analysis and NVivo 10 were utilised for qualitative findings and descriptive analysis, Spearman’s rank correlation, factor analysis and cross tabulation were employed to examine the quantitative results. Comparing the results of both methodologies indicated that, passengers experienced wider gaps in the tangibility, reliability and responsiveness dimensions of LCC service quality in the Middle East. The findings of the study concluded that LCC passengers have higher expectations of the LCC services due to receiving luxury services for a long time in the Middle East region. The revised model; LCCSQUAL was tested in the Middle Eastern culture with additional variables and is recommended to be further developed to be culture and country specific. Factor analysis results also highlighted that there are gaps between the expectations and perceptions of the passengers travelling with LCC. This study concludes with several recommendations to LCC management, such as, on-time performance, well-trained staff and crew members, providing clear information to the passengers and providing quality services with low fares.

Konsumenter fattar dagligen en mängd olika köpbeslut då det råder ett högt tempo i vardagenoch klädmodet förändras inför varje årstid. Konsumenter har olika behov och olikainställningar till shopping. För att som konsument få hjälp med att hitta rätt i modet och hittadet som passar en bäst, kan en Personal Shopper vara en lösning. I Sverige erbjuder endast ettfåtal butiker och köpcentrum denna tjänst i form av att kunden får personlig hjälp och råd medolika stilar och färger. Syftet med uppsatsen är att beskriva vad tjänsten Personal Shoppererbjuder och hur utbudet matchar konsumenternas köpmotiv för tjänsten, även se hur enPersonal Shopper påverkar kundens köpprocess från att ett behov uppstår, tillinformationssökning, alternativutvärdering, köp och utvärdering efter köp. Undersökningen ärav kvalitativ karaktär och har utförts genom en fallstudie bestående av intervjuer med enPersonal Shopper, kunder och en observation av ett kundmöte. Detta har resulterat i empirisktmaterial som tillsammans med teoretiska studier analyserats för att skapa ett reslutat. Dettahar vidare lett fram till slutsatser som svarat på uppsatsens problemformulering och slutligenrekommendationer till de personer som arbetar inom tjänsten.Flera olika köpmotiv har kunnat identifieras till varför en konsument väljer att använda sigutav tjänsten Personal Shopper. Undersökningen visar på att konsumenter är i behov av enförändring i deras liv och att de söker hjälp med att hitta tillbaka till sig själva samt hitta enegen stil som de kan följa. Resultatet visar att det finns en matchning mellan konsumentersbehov, önskemål och förväntningar grundat i deras köpmotiv och det som Personal Shoppernerbjuder i dagsläget. Resultatet har även visat på att köpprocessen påverkas av att en PersonalShopper nyttjas av en konsument för att utföra sina inköp. Det har kartlagts en typisk kund tilltjänsten som visar vilken konsumentgrupp som använder sig av tjänsten i nuläget.Avslutningsvis leder resultatet av undersökningen fram till rekommendationer som kanappliceras av Personal Shoppers för att kunna förbättra tjänsten.

Notwithstanding the strategic importance of service quality to public sector reforms, the Government of Jamaica has given it no consideration in its justice reform project. Neither had anyone previously applied the service quality methodology to service delivery in the Jamaican Supreme Court. This thesis is a study of service quality in the Supreme Court civil registry in Jamaica and of theservices provided to legal practitioners using the registry by clerks, administrators and registrars engaged in that registry. The aim was to identify, investigate andunderstand the perceptions of service quality in the registry. The study was conducted in three stages: A pilot study, a main study andfocus groups' assessments of the findings. The main study used the SERVQUAL instrument, adapted to suit the circumstances of a court's civil registry. The sample frame for the main study was legal practitioners working in the Kingston Metropolitan Area who were users of the civil registry. Survey methodology was used to collect data. Three focus groups of practitioners later evaluated theparticipants' understanding of the items on the questionnaires. The groups supported the findings of the main study and confirmed that the service quality dimensions used in the study represented an accurate interpretation of the servicequality experience of users of the registry. The study also supports the dominant opinion in the literature thatSERVQUAL and SERVPERF are both good measures of overall service quality. The findings were that practitioners in Jamaica experienced poor overall service quality in several service quality dimensions, including the areas that they considered to be most important, and that this dissatisfaction did not vary by gender or how far their place of employment was from the Supreme Court. This work confirms that the Government of Jamaica's programme of civil justice reform is notmeeting the needs of important stakeholders, such as legal practitioners, and that the emphasis of the reforms may be misplaced.

Made available in DSpace on 2016-04-28T20:19:28Z (GMT). No. of bitstreams: 1 2008 - Jocelio de Souza Maciel.pdf: 540920 bytes, checksum: 59313a3c8b27e9ddb1b998574d525703 (MD5) Previous issue date: 2008-08-28 / The quality concept was developed throughout the years for studious as Juran, Ishikawa, Feigenbaum, Crosby, Deming, amongst others. Respected the had partner-cultural contexts in which the cited theoreticians met inserted, all had been unanimous in choosing the emphasis in the customer as the main component of the theory of the quality. Although the concepts and techniques directed to the quality if have initiated in the industrial context, later, by means of complex and personalized adaptations, was transferred to also use it such concepts in the area of the health. The objective of the present dissertation consists of evaluating the quality of the services given for the Clinic of Physiotherapy and Rehabilitation of the University Center of Barra Mansa - RJ. The study it was developed next to 347 patients. In the development of the research an adaptation of the Servqual scale was used, instrument consecrated in studies on evaluation of quality in health services. Amongst the evaluated dimensions, the users had indicated "Reliability" as the most important parameter to evaluate the services given for the clinic. The dimension "Tangibles", that it says respect to the aspects of physical structure and equipment received the lesser indices from satisfaction amongst the other evaluated dimensions. / O conceito de qualidade foi desenvolvido ao longo dos anos por estudiosos como Juran, Ishikawa, Feigenbaum, Crosby, Deming, dentre outros. Respeitados os devidos contextos s?cio-culturais nos quais os te?ricos citados encontravam-se inseridos, todos foram un?nimes em eleger a ?nfase no cliente como o principal componente da teoria da qualidade. Embora os conceitos e t?cnicas voltados ? qualidade tenham se iniciado no contexto industrial, posteriormente, por meio de adapta??es complexas e personalizadas, passou-se a utilizar tais conceitos tamb?m na ?rea da sa?de. O objetivo da presente disserta??o consiste em avaliar a qualidade dos servi?os prestados pela Cl?nica de Fisioterapia e Reabilita??o do Centro Universit?rio de Barra Mansa - RJ. O estudo foi desenvolvido junto a 347 pacientes. No desenvolvimento da pesquisa foi utilizada uma adapta??o da escala Servqual, instrumento consagrado em estudos sobre avalia??o de qualidade em servi?os de sa?de. Dentre as dimens?es avaliadas, os usu?rios indicaram a "Confiabilidade" como o mais importante par?metro para se avaliar os servi?os prestados pela cl?nica. A dimens?o "Tangibilidade", que diz respeito aos aspectos de estrutura f?sica e equipamentos recebeu os menores ?ndices de satisfa??o dentre as outras dimens?es avaliadas.

本論文以PZB的品質模型探討各項訓練服務品質，期待與知覺之關連性與差異性，研究聚焦在Parasuraman et al.之SERVQUAL 模型中的實體性、可靠性、反應性、保證性、與關懷性等面向。於2010年11月以問卷調查法訪問臺北市消防救助服務之行政人員、教官與學員，共計發放問卷153份，有效回收124份，有效回收率為81.05%。經問卷信度考驗顯示問卷具相當的可靠性。 本研究發現，訓練單位行政人員與教官對學員所期待的訓練服務品質 的認知，低於學員所期待的訓練服務品質（缺口一）；學員對訓練服務品 質的感受程度低於期待程度（缺口五）。上述結果顯示，訓練的行政人員 與教官在訓練服務品質之認知上，與學員對訓練服務品質之認知和感受有 差距。此差距導致教育訓練之品質無法達到雙方之預期，對訓練中心之教育訓練成效有顯著影響。 建議訓練中心應加強訓練課程教官與行政人員的服務理念；加強行政人員專業職能之培訓；建立教官團隊，技術交流與提昇；建立以「學員為中心」的訓練模式；救助訓練專業化發展及有效結合各項訓練資源，持續更新強化專業訓練設備；並建立訓練單位的內部稽核制度，嚴謹監督訓練作業過程，以滿足學員對訓練服務品質的需求。 本研究也建議未來可針對缺口二、三、與四進行檢驗，並可考慮進行其他期別或地區的研究，擴大其研究範圍，結合國內各縣市消防機關救助隊訓練學員，比較其差異及共同性，作為內政部消防署及各縣市消防機關未來辦理救助訓練之參考。研究者對於PZB理論應用在專業救助訓練領域的討論，結果發現對於專業嚴格的訓練有部分尚無法適用PZB理論，建議後續研究者，進行更進一歩之研究與分析。

No description available.

<p><strong>Syfte: </strong>Syftet med uppsatsen är att undersöka vad företag bör investera i för att öka köpbenägenheten hos kunden. Uppsatsens bisyfte är även att undersöka vilka butikschefernas upplevda problem med franchisingkonceptet är vid investeringar i butikerna. </p><p><strong>Metod: </strong>I uppsatsen har det utförts en tvärsnittsundersökning på mikronivå. En enkätundersökning och tre intervjuer har utförts och det abduktiva tillvägagångssättet har fått vara utgångspunkten för undersökningen.</p><p><strong>Teori: </strong>Teorierna som har använts i uppsatsen är marknadsföringsmix, servqual, customer value och agentteorin. <strong></strong></p><p><strong>Empiri: </strong>Data som tagits fram till denna uppsats har varit till för att se butikschefernas syn på framtida investeringar och franchisingkonceptet och enkätundersökningen har resulterat i empiri kring vilka faktorer som påverkar kunderna.</p><p><strong>Resultat:       </strong></p><ul><li>Företaget bör skräddarsy marknadsföringen för respektive butik, utifrån vilket kundsegment butiken har. <strong></strong></li><li>Företaget bör investera i allt som ökar servicegraden, såsom investeringar i snabbare system och i kurser och samarbeten som bidrar till säkrare, kunnigare och trevligare personal. </li><li>Företaget bör ha kunden i fokus vid investeringar, då detta kan resultera i en nöjdare kund som även kan bidra till att öka företagets intäkter. </li></ul><p>Företaget bör se till så att klyftan mellan ledningens och butikschefernas intresse ligger väldigt nära varandra, så att båda parter arbetar mot samma mål.</p>