Browse our collection of papers in
Customer Satisfaction (CS)
C/M/2445. Dissertation. The factors that affect the overall consumer satisfaction and service quality in UK Budget Hotels
- WORDS:
- 10100
- DATE:
- 2011
- PRICE:
- 109.99 GBP
This dissertation examines the factors that affect consumer satisfaction and service quality in UK Budget Hotels. The paper begins by providing background information on Travelodge, and follows with a summary of the strategies adopted by the budget hotel. The study aims to identify factors affecting the service quality in UK budget hotels, to explore the consumers’ expectations of the service quality in UK budget hotels, to explore the consumers’ perceptions of the service quality in UK budget hotels, to report the gap between the perceptions and expectations for service quality in UK budget hotels, and to study the factors affecting the customer satisfaction in the budget hotels. The review of literature focuses on a range of topics, some of which include the importance of service quality, measurements of service quality, and the relationship between service quality and customer satisfaction. The methodology used is highlighted, and the findings are identified. This is followed by an analysis of the findings, whilst conclusions are made regarding recommendations.
KEYWORDS: Dissertation, consumer satisfaction, service quality, UK Budget Hotels, Travelodge!,
C/M/2395. Service delivery and customer satisfaction
- WORDS:
- 3450
- DATE:
- 2011
- PRICE:
- 39.99 GBP
The paper reports on the researcher’s experiences gained from encounters with various service providers in hotel, salon, retail, restaurant and other environments. Factors contributing to customer satisfaction and dissatisfaction are examined, the positive and negative sides of the services are analysed.
KEYWORDS: Service delivery, customer satisfaction,
C/M/2283. Theory of Customer Satisfaction: Literature Review
- WORDS:
- 3200
- DATE:
- 2011
- PRICE:
- 39.99 GBP
The paper presents a literature review of the dissertation on customer satisfaction (CS) in small and large retail outlets. A theoretical background is provided to the CS concept, customer service and SERQUAL model, the methods of enhancing CS, the factors that affect CS, etc.
KEYWORDS: Customer Satisfaction, Literature Review, SERQUAL, customer service,
C/M/2235. Customer satisfaction and the medical services provided by Anglia Ruskin University
- WORDS:
- 750
- DATE:
- 2011
- PRICE:
- 9.99 GBP
This paper looks at customer satisfaction in relation to medical services provided by Anglia Ruskin University. The paper interviewed a select number of students, and the remainder of the paper evaluates the responses. The findings are split in to the following sections, the awareness of the services provided, initial impressions, speed and effectiveness of the service, environment, and need for improvement. Conclusions are made regarding recommendations. This paper does not contain a reference list.
KEYWORDS: customer satisfaction, medical services, Anglia Ruskin University!,
S/HR/320. Training programme for improving customer service at Harrods
- WORDS:
- 2600
- DATE:
- 2011
- PRICE:
- 29.99 GBP
The paper addresses the problem of the increasing number of customer complaints in the Gifts and Stationery Department of Harrods. Gaps in customer service are identified reporting on the development of a training programme for the sales consultants and managers of the department. The levels of training evaluation are considered.
KEYWORDS: Training programme, customer service, Harrods,
C/M/2055. Dissertation. Service Quality, Customer Satisfaction and Customer Retention at Mobily Company in Saudi Arabia
- WORDS:
- 14550
- DATE:
- 2011
- PRICE:
- 149.99 GBP
The dissertation examines the issues of service quality, customer satisfaction and customer retention in South Arabian mobile communications company Mobily describing the growing competition within the mobile telephony industry, the communications market of Saudi Arabia and the background of Mobily. The review of literature touches on the definitions and measurement of service quality, the features of service quality in the mobile telecoms sector, theoretical underpinnings of customer satisfaction, its measurements and links with service quality, the issues of customer retention, etc. The methodology of the research is based on the qualitative analysis of secondary sources and primary sources provided by a questionnaire. Conclusions are made about the significance of service quality for customer satisfaction in the Saudi telecoms market.
KEYWORDS: Dissertation, Service Quality, Customer Satisfaction, Customer Retention, Mobily Company, Saudi Arabia, mobile telephony, Saudi telecoms market,
C/OM/330. Dissertation. Customer satisfaction with O2: critical factors behind loyalty and retention
- WORDS:
- 15850
- DATE:
- 2011
- PRICE:
- 159.99 GBP
The dissertation examines the ability of the UK telecommunications company O2 to promote customers’ satisfaction and stimulate their loyalty and retention. Literature is reviewed on the theory of consumer behaviour and customer service touching on the issues of service quality. The methods of the research combine the analysis of secondary sources and primary data obtained from UK consumers to identify customers’ opinions about O2 customer service. Conclusions are made about consumers’ satisfaction with the quality of customer service at O2. Recommendations are suggested about possible improvements of the company’s customer service along the lines of innovation.
KEYWORDS: Dissertation, customer satisfaction, O2, loyalty and retention, service quality, customer service,
C/M/2007. Dissertation outline. Chinese consumer satisfaction towards online shopping
- WORDS:
- 1200
- DATE:
- 2011
- PRICE:
- 19.99 GBP
The paper presents an outline of the dissertation on the factors affecting online shopping behavior towards the Chinese online retail market. The aims and objectives of the dissertation are detailed, sources of the literature review are indicated discussing the development of China’s online consumer base and the determinants of online consumer satisfaction. The methodology of the research is described.
KEYWORDS: Dissertation outline, Chinese consumer satisfaction, online shopping,
C/HR/964. Link between Employee Engagement, Employee Productivity, Organisational Profitability and Customer Satisfaction
- WORDS:
- 2750
- DATE:
- 2011
- PRICE:
- 29.99 GBP
The paper examines the impact of employee engagement on organisational performance reviewing related research, discussing the concept of Service Profit Chain (SPC) and revealing inconsistencies between theory and practice.
KEYWORDS: Employee Engagement, Employee Productivity, Organisational Profitability, Customer Satisfaction,
C/M/1984. Proposal. Customer satisfaction in casino: importance and contributing factors
- WORDS:
- 2300
- DATE:
- 2011
- PRICE:
- 29.99 GBP
The paper proposes research into the importance of customer satisfaction (CS) for a casino introducing the background of the research, formulating its aim and objectives, reviewing literature on the theory of customer satisfaction and CS in a casino environment, and describing research methodology.
KEYWORDS: Proposal, customer satisfaction, casino,
C/M/1950. Service delivery in health care: marketing perspective
- WORDS:
- 2650
- DATE:
- 2011
- PRICE:
- 29.99 GBP
The paper addresses the issues of service delivery within the health care industry from a marketing perspective looking at the strategies that target at customer satisfaction and loyalty, and discussing goals and policies practiced by the Health Maintenance Organization (HMO) and other health care organisations to attract customers. Gaps between management perceptions and customer expectations of the service quality are identified.
KEYWORDS: Service delivery, health care, customer satisfaction, customer loyalty,
C/M/1793. Literature review. Analysis of Consumer Satisfaction of the Metro and Makro Customers.
- WORDS:
- 1000
- DATE:
- 2010
- PRICE:
- 19.99 GBP
This literature review examines metro/macro cash and carry, focusing on consumer satisfaction. The review examines the market structure and range of products, and consumer expectations. Models of consumer satisfaction are also examined.
KEYWORDS: Literature review, Consumer Satisfaction, Metro Cash & Carry, makro cash and carry, market structure, consumer expectations,
C/M/1720. Consumer behaviour in the restaurant and hotel industry
- WORDS:
- 2900
- DATE:
- 2010
- PRICE:
- 29.99 GBP
This paper discusses a project that focuses on consumer’s perception towards services provided by hotels and restaurants. The paper also examines corporate social responsibility (CSR), and the way in which it affects how the industry attains integrity, sustainability and responsibility. Questionnaires were completed by 40 participants to obtain data on their preferences and eating habitats. The review of literature focuses on CSR, tourism, customer service and satisfaction. The results from the questionnaires are analysed and discussed, and the paper concludes by presenting the data collected.
KEYWORDS: Consumer perception, consumer behaviour, customer satisfaction, corporate social responsibility, CSR, Hotel industry, restaurant industry, integrity, sustainability,
C/M/1595. Qualitative and quantitative research methods in customer satisfaction: case study airline industry
- WORDS:
- 1500
- DATE:
- 2010
- PRICE:
- 19.99 GBP
This paper highlights the importance of airlines maintaining good customer service, by understanding the needs of their customers by performing customer satisfaction methods. Qualitative and quantitative data collection methods are explained and compared in relation to measuring customer satisfaction. The paper concludes with a summary of the findings, and an evaluation of both methods.
KEYWORDS: Airline industry, qualitative, quantitative, customer satisfaction,
C/M/1438. Customer attitudes towards TEXACO petrol station services
- WORDS:
- 2650
- DATE:
- 2010
- PRICE:
- 29.99 GBP
The paper addresses the lack of customer satisfaction with the services of the US petrol company TEXACO providing the background information about the company, reviewing literature on the theory of customer satisfaction and its role in service marketing, indicating advantages and disadvantages of research techniques relevant for the study, explaining the rationale for using the online questionnaire, discussing the results of the primary data analysis, and making conclusions about the causes of customer dissatisfaction with TEXACO service delivery.
KEYWORDS: Customer attitudes, satisfaction, dissatisfaction, TEXACO, petrol station services,
C/F/660. Statistic analysis of customer satisfaction with e-banking service quality in Cyprus
- WORDS:
- 3500
- DATE:
- 2010
- PRICE:
- 39.99 GBP
The paper provides statistic analysis of the levels of customer satisfaction with the service quality of electronic banking in Cyprus including its reliability, responsiveness, security, accessibility and the quality of information. The importance of the analyzed dimensions for the evaluation of e-banking service quality is statistically measured on the basis of the responses obtained from a questionnaire distributed among Cypriot e-banking users. The paper has no references.
KEYWORDS: Statistic analysis, customer satisfaction, e-banking, internet banking, service quality, Cyprus,
C/EI/98. Dissertation. Factors affecting students' satisfaction and loyalty in online book purchases
- WORDS:
- 20000
- DATE:
- 2009
- PRICE:
- 209.99 GBP
The dissertation examines the trends in the online purchases of books by UK students. Literature is reviewed on the theory of customer loyalty and its relation to customer satisfaction. A study is conducted to identify the factors that drive students to make initial purchases of books and continue to buy books online rather than through traditional retail book stores. The research methods are based on the analysis of secondary data and primary data obtained via survey questionnaires and in-depth interviews with university students. Conclusions are made about the factors that influence students’ satisfaction with online book purchases and affect their loyalty. Recommendations are suggested for online books retailers targeting at the students’ audience.
KEYWORDS: Dissertation, online purchase, books purchasing, customer loyalty, customer satisfaction, students,
C/T/110. Dissertation. Measuring Guest Satisfaction in Turkish Luxury Hotels
- WORDS:
- 13300
- DATE:
- 2009
- PRICE:
- 139.99 GBP
This dissertation examines the methods used by Turkish hotels to collect data from their customers after their stay in the hotels. The review of literature touches on the theory of tourism and hospitality, the concept of service quality, the features of Turkish luxury hotels, the approaches to customer satisfaction delivery, etc. A study is conducted to test whether Turkish hotels favour traditional methods of data collection, i.e. guest comment cards, over more contemporary methods, i.e. online data surveys. The dissertation uses the methods of secondary research and primary research in the form of questionnaires and interviews. Conclusions are made about the benefits that Turkish hotels could gain from modernising their approaches to customer satisfaction.
KEYWORDS: Dissertation, Turkish luxury hotels, hospitality, customer satisfaction, service quality,
C/M/1248. Addressing the Problem of Customer Rage: Case Study of Ryanair
- WORDS:
- 2600
- DATE:
- 2009
- PRICE:
- 29.99 GBP
The paper addresses the issues of customer rage looking at the episodes when customers’ verbal attacks caused damage to the company’s image and reputation. The framework of customers’ rage-associated behaviour is examined on the basis of the article ‘Customer Rage Episodes: Emotions, Expression and Behaviour’ by Janet R. McColl-Kennedy et al, (2009). Conclusions are made about the consequences of poor customer service for the company. A case study is conducted of customer complaints about Ryanair services suggesting solutions that can be used by frontline managers to resolve and reduce the tension of customer rage.
KEYWORDS: Customer rage, customer satisfaction, customer service, Ryanair, company image, company reputation,
C/M/1244. Dissertation. Consumer satisfaction towards Marks and Spencer store in Shanghai
- WORDS:
- 12600
- DATE:
- 2009
- PRICE:
- 129.99 GBP
The dissertation investigates the level of consumer satisfaction (CS) towards Marks and Spencer (M&S) store in Shanghai. The review of literature touches upon the history and background of M&S, their entry to China, the theory of retail internationalisation and CS, and the attributes of CS, i.e. Products Mix, Product Pricing, Customer Service/Personnel, Store Atmosphere, In-Store Convenience and Merchandising. The research methods are based on secondary and primary data collected through interviews and questionnaires aimed to determine the perception of CS attributes in M&S customers in Shanghai. Conclusions are made about the customer satisfaction attributes relevant for M&S store in Shanghai, recommendations are suggested about M&S brand positioning, product availability, and marketing campaign.
KEYWORDS: Dissertation, customer satisfaction, consumer satisfaction, Marks and Spencer, M&S, Shanghai,
C/B/1730. Consumer Behaviour towards ICICI Prudential Life Insurance
- WORDS:
- 5000
- DATE:
- 2009
- PRICE:
- 59.99 GBP
The paper looks at the life insurance company in India ICICI Prudential Life Insurance providing theoretical information about the insurance industry, service quality, total quality management, etc. Competitor analysis of ICICI and of the insurance sector is performed highlighting distinctive features of their service quality and addressing the issues of customer satisfaction and loyalty. A study is conducted to examine the perception of customers towards the company using the primary research method of data collection via a questionnaire.
KEYWORDS: ICICI Prudential Life Insurance, service quality, customer satisfaction, consumer behaviour, Indian,
C/M/1174. To what extent are supermarkets acting in the public's best interest?
- WORDS:
- 2100
- DATE:
- 2009
- PRICE:
- 29.99 GBP
The paper examines whether supermarkets act in the public’s best interest making references to the stakeholder theory, corporate social responsibility (CSR), and marketing ethics. Specific areas of supermarket activity are considered including the rise of ‘green’ consumerism, public health issues, data tracking and land purchasing activities. The methods of maintaining customer loyalty are discussed arguing whether supermarkets ensure customer satisfaction in the long run as well as in the short-run.
KEYWORDS: UK supermarkets, stakeholder theory, Corporate Social Responsibility, CSR, green consumerism, customer loyalty,
C/M/1115. Customer loyalty and customer satisfaction: Toyota case study
- WORDS:
- 4900
- DATE:
- 2009
- PRICE:
- 49.99 GBP
The paper examines the contribution of loyal customers to business reviewing literature on the impact of customer loyalty and satisfaction on company development. A case study is conducted of Toyota's tactics to retain customers discussing 'Customer First' philosophy, customer trust, customer satisfaction, service quality, switching cost, and corporate image.
KEYWORDS: Customer loyalty, customer satisfaction, service quality, trust, switching cost, corporate image, Toyota,
C/M/1004. Meeting customer needs: AY Bathrooms case study
- WORDS:
- 1000
- DATE:
- 2009
- PRICE:
- 19.99 GBP
The paper examines the features of customer service at AY Bathrooms describing the company's internal and external customers, suppliers, health and safety policies, risks, communication schemes, etc. Conclusions are made about the need to improve performance measurement practices.
KEYWORDS: meeting, customer, needs, ay, bathrooms, study,
C/HR/342. Work Integrated Learning: Solutions to the Problem of Customer Retention
- WORDS:
- 3200
- DATE:
- 2008
- PRICE:
- 39.99 GBP
The paper reports on the author's work at a fruit shop that faces the problem of customer retention. Possible solutions to the problem are suggested reflecting on how the process of learning can be incorporated with the work environment.
KEYWORDS: work integrated learning, operational efficiency, customer retention,
Subject Catalogue
- Dissertations and Proposals
- Analysis of Companies
- Analysis of Industries
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- E-Commerce and E-Business
- Economics
- Education
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- General Business
- History
- Hospitality and Tourism
- Human Resource Management
- International Relations
- Law
- Literature, Language and Theatre Studies
- Management and Organisational Behaviour
- Marketing
- Media, Music and Art
- Operations Management
- Philosophy
- Politics
- Psychology
- Science, Medicine and Nursing
- Sociology
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