Thesis on service delivery and customer satisfaction
INTRODUCTION Background to the study Customer satisfaction is the “holy grail” of success for business in the customer service industry. Keywords: Public service, Service. This section also describes importance of customer satisfaction in those companies involved in electrical industry, relationship between customer satisfaction and service quality and. After analyzing the resources which were thesis on service delivery and customer satisfaction suitable for the research, it was not. The first work is MBA thesis done by Aman (2008) with title of “Effects of service delivery process and service quality on customer satisfaction: a case study of EEPCO, North Western region, Bahir Dar town customer service centers” 3. A Case Study of Addis Ababa City Administration Thesis (M. One of the more widely used instruments for assessing customer satisfaction is SERVQUAL developed by Zeithaml et. Moreover, as far as the researchers’ knowledge is concerned, there is. The concept of customer satisfaction is a function of customer expectations. Pearson correlation analysis reveals that all four service quality elements were positively associated with customer satisfaction. The goal of every successful business is to maintain a high level of customer satisfaction by providing their client with value. The study covers how efficient service delivery can be enhanced and equivalent recommendations on what to focus on more to achieve equivalent satisfaction to the customers majority of customers are dissatisfied with the service delivery process of ACSI. The key findings of the study revealed that the respondents showed on average an “Agree” response in the five areas, namely, tangibles, responsiveness, reliability, assurance, and empathy Key words: Service delivery, customer satisfaction, hotel industry. 2% of the variation in customer’s satisfaction was explained by the five service dimensions studied here, the remaining 20. Many empirical and conceptual studies have been done on customer service quality and customer satisfaction. 8 % is explained by other factors that phd thesis online marketing were not examined in this study. The total of 412 customers who were the service users of the municipality were selected as a sample size by using Yamane Taro’s sample selection formula as a study subjects Convenience sample of 322 Pos Malaysia customers were collected. ), 2020 107 Pages T T Tewodros Tsega (Author) eBook for only US$ 35. Customer satisfaction moderates impact of service quality on behavioral intentions of customers customer satisfaction results in profit maximization. 99 Shipping worldwide Add to cart Excerpt Table of Content. High level of customer satisfaction is the main tool for creating a long-term loyalty, business stability, growth and development of the company (Mehra andRanganathan 2008, Đukić and Kijevčanin. Customer satisfaction is the individual’s perception of the performance of the- product or service in relation to his or her expectations. A customer whose experience falls below expectations will be dissatisfied customers, it is imperative to explore the relationship between service quality and customer satisfaction. Keywords: service delivery practice, customer satisfaction, micro-finance Service quality and customer satisfaction are conceptually closely. Thus, credit and saving institutions are concerned about customer satisfaction and have to pay attention to understand their customers’ preferences to survive in a competitive environment. A customer whose experience falls below expectations will be dissatisfied contains the general idea of service-quality, role of service-quality and customer-satisfaction and their close relationship with each other. A business organization should focus on a huge number of customer, for this. However, public sector organizations especially in developing countries such as Ghana play very dominant roles in service delivery.. , (2005) Customer loyalty and satisfaction is proved to be the major determinant for long term. Criteria of good perceived service quality, customer satisfaction , definition of customer satisfaction, Importance of customer satisfaction, customer satisfac-tion measurement, corporate culture and organizational standards. This is because it is not simply a matter of meeting expressed needs but of finding out unexpressed needs, setting priorities, allocating resources and publicly justifying and accounting for what has been done. The finding of Mohammad and Alhamadani (2011), indicated that service quality is an important antecedent of customer satisfaction.. Thesis project examines customer satisfaction provided by Trivsel and customer loyalty received by Trivsel from its customers. Service Delivery and Customer Satisfaction. The impact of service quality dimensions on customer satisfaction was captured through regression analysis.