Browse our collection of papers in
Customer Satisfaction (CS)
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,
C/M/935. Presentation. Customer care function in Saman Hotel
- WORDS:
- 0
- ADD-ONS:
- 25 Slides
- DATE:
- 2008
- PRICE:
- 19.99 GBP
The paper offers a power point presentation of the research into the customer care (CC) practices in Saman Hotel. The concept of customer care is considered outlining the steps in CC management for external and internal customers of the hotel. Recommendations are suggested for effective CC highlighting the importance of CC, service quality, benchmarking, etc. Best practice choices in CC are considered in the context of Ritz Carlton practices. Each slide is accompanied with comments.
KEYWORDS: Customer care, Saman hotel, Ritz Carlton,
S/M/420. Customer care
- WORDS:
- 0
- ADD-ONS:
- 23 Slides
- DATE:
- 2008
- PRICE:
- 19.99 GBP
The paper offers a power point presentation of the report on customer care (CC) providing CC definition, suggesting best practices in looking after the customers, analysing examples of happy and unhappy customers, and reviewing mission statements of Tesco related to customer care.
KEYWORDS: Customer care, customer satisfaction, Tesco,
S/M/378. Consumer Research
- WORDS:
- 4200
- DATE:
- 2007
- PRICE:
- 49.99 GBP
The paper examines the concept of 'customer perceived value' reviewing literature on the definitions of value and perception, the classification of consumer needs, the features that influence customer perception, etc. It is argued whether a frequent introduction of new products is an effective marketing strategy. A focus group study is conducted to explore consumer differences in the perception of the new.
KEYWORDS: Consumer perception, value, new product,
C/M/497. Proposal. Customer Satisfaction in Restaurants in the UK
- WORDS:
- 1600
- DATE:
- 2007
- PRICE:
- 19.99 GBP
This is a research proposal on customer satisfaction among visitors at different South Asian London restaurants in the UK. The three restaurants chosen here are Indian, with reasonably priced meals and located within central London so the number of visitors at these restaurants is quite high, especially during weekends. Questionnaires will be distributed to the customers who will be requested to complete the questions dealing with their satisfaction levels on various aspects of the restaurants. 200 such completed questionnaires will be obtained and this can take at least 1-2 months, within which all data are expected to be collected. Results and findings of the study will be provided along with the recommendations provided to restaurant owners and managers to improve or change their services in accordance with customer expectations and satisfaction levels.
KEYWORDS: Customer satisfaction, Customer expectations, Restaurant management, Hospitality Indus,
C/M/520. Proposal. Customer Satisfaction and Business Efficiency
- WORDS:
- 2000
- DATE:
- 2007
- PRICE:
- 29.99 GBP
This research proposal is based on exploring linkages of customer satisfaction with cost reduction, improved quality and customer satisfaction. It includes brief literature review, research aims and objectives, research methodology and ethical considerations.
KEYWORDS: Customer Satisfaction, Customer Satisfaction Survey, Qualitative Research,
C/M/573. Service quality and Customer satisfaction
- WORDS:
- 6000
- DATE:
- 2007
- PRICE:
- 69.99 GBP
This paper looks at the concept of quality, its management primarily under the 'services' bracket, and customer satisfaction under different sections. It examines four specific aspects ? that of quality's genesis and growth, the notion of service quality and its measurement, the concept of customer satisfaction, and finally SERVQUAL -a key tool that has conceptually revolutionized the application and development of service quality measurement. This paper makes references to extant literature and also reflects on the demands of the changing environment ? both on quality management and the need to re-assess the good practices for customer satisfaction.
KEYWORDS: Customer Satisfaction, Customer Loyalty, Customer Orientation, TQM, SERVQUAL, Service,
S/M/324. Visit a shopping centre at Bluewater and compare your experience with shopping in Oxford Street
- WORDS:
- 1100
- DATE:
- 2007
- PRICE:
- 19.99 GBP
The paper compares the shopping experience of the author in Bluewater (Greenhithe) and in Oxford Street (London) analyzing the access to travel and shopping facilities, the management of customer services, the shops' architectural and interior designs, etc.
KEYWORDS: Shopping, Bluewater, Oxford Street,
E/M/194. Dissertation. FACTORS AFFECTING CUSTOMER SATISFACTION: case study of Ashraf & company
- WORDS:
- 14000
- DATE:
- 2006
- PRICE:
- 149.99 GBP
The dissertation investigates the factors behind customer satisfaction (CS) in modern businesses examining the measures needed to attain CS and conducting a case study of CS approaches in Ashraf & Co (ASHRAF Group) of Kuwait. The history and overview of the company are given, a review of academic literature on the theory of CS is presented including definitions of customer satisfaction, CS measures, CS results, etc. Research methodology is based on the positivist inductive approach combining the analysis of the primary data (questionnaires) and secondary data. Conclusions are made about the trends in customer attitudes towards the company performance and the implications of the research findings for the company's management.
KEYWORDS: Dissertation, customer satisfaction, Ashraf & Co,
S/M/259. Customer Orientation in Empress City Spa Taiwan
- WORDS:
- 2500
- DATE:
- 2006
- PRICE:
- 29.99 GBP
The paper looks at the Spa industry in Taiwan examining the concept of customer orientation, reviewing the theory of relationship marketing and applying it to the practices of Empress City Spa. The problems faced by the company are highlighted.
KEYWORDS: Empress City Spa, Taiwan, relationship marketing, customer orientation,
S/M/258. Taking an organization with which you are familiar, Identify the extent to which the customer is central to the business. To what extent, if any, does the organization takes its cues from 'buyers' and how appropriate is customer orientation as a
- WORDS:
- 2500
- DATE:
- 2005
- PRICE:
- 29.99 GBP
The paper examines the concept of customer centrality in relation to Levi Strauss's strategy reviewing academic definitions of the concept, the factors effecting customers' buying behaviour, the strengths and weaknesses of Levi's, their competitive advantage, etc.
KEYWORDS: Levi Strauss, customer centrality,
S/M/260. Customer centrality in 7-ELEVEN Taiwan
- WORDS:
- 3000
- DATE:
- 2005
- PRICE:
- 39.99 GBP
The paper examines customer orientated practices of the 7-ELEVEN convenience stores in Taiwan relating the company's background, defining the notion of customer centrality and discussing the factors that influence 7-ELEVEN's performance outcome.
KEYWORDS: Customer centrality, 7-ELEVEN Taiwan,
S/M/234. Customer Service at Boots
- WORDS:
- 7500
- DATE:
- 2002
- PRICE:
- 79.99 GBP
The paper examines the quality standards used by Boots the Chemist in their customer services identifying types of customers, presenting the choice of products and services offered by Boots, reviewing their policies in customer care, etc. The role of communicating with internal and external customers is discussed, the methods of communication are outlined, the issues of customer complaints are addressed with the reference to the legal aspects of customer protection. Recommendations are suggested about how to improve Boots' practices in customer care.
KEYWORDS: Boots, customer care, chemist,
Subject Catalogue
- Dissertations and Proposals
- Analysis of Companies
- Analysis of Industries
- Architecture, Design and Technology
- Computing and Mathematics
- E-Commerce and E-Business
- Economics
- Education
- Engineering
- Fashion and Culture
- Finance and Accounting
- 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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