Browse our collection of papers in
Service Quality
C/F/1368. Dissertation outline. An examination of the quality of services at Barclays Bank Birmingham
- WORDS:
- 750
- DATE:
- 2012
- PRICE:
- 9.99 GBP
This dissertation outline is for a study on the quality of services provided by Barclays Bank in Birmingham. The paper summarises the background to the study, as well as its importance. The objectives are to identify the customer expectations in regards to banking services by Barclays Bank in Birmingham, to identify the ‘gap’ between customer expectations and delivery of actual services by the bank, and to areas requiring service quality improvement. The outline details the planned methodology, data collection techniques and review of literature.
KEYWORDS: Dissertation outline, Barclays Bank, customer expectations, banking services, service quality improvement,
C/M/2502. Evaluation of service quality in Travelodge and Premier Inn hotels
- WORDS:
- 2000
- DATE:
- 2012
- PRICE:
- 29.99 GBP
The paper presents an assessment of service quality via a mystery shopper technique in Travelodge and Premier Inn hotels. The background of both companies is described, the mystery shopper technique is explained, the service quality in Travelodge Southwark Hotel and Premier Inn Wembley Hotel is evaluated along the lines of the SERVQUAL model, recommendations are suggested to the management of the hotels.
KEYWORDS: service quality, Travelodge, Premier Inn, hotels, SERVQUAL, mystery shopper,
C/B/4367. Issues of service quality and SCM in Cardiff Rose hotel
- WORDS:
- 2450
- DATE:
- 2012
- PRICE:
- 29.99 GBP
The paper examines the market position of the fictitious hotel Cardiff Rose currently faced with a decline in the hotel bookings. The issues of service quality and supply chain management (SCM) in Cardiff Rose are addressed, the company’s competitive position within the industry is evaluated. Recommendations are suggested about the ways to improve service quality and SCM through lean thinking, innovation, etc. Porter’s Five Forces analysis is conducted of the hotel’s external environment.
KEYWORDS: service quality, supply chain management, SCM, Cardiff Rose hotel, Porter’s Five Forces,
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/2402. International Service Marketing of Thomas Cook
- WORDS:
- 2450
- DATE:
- 2011
- PRICE:
- 29.99 GBP
The paper looks at the challenges of services marketing in the international context offering a case study of the travel agency Thomas Cook Group (TCG). The services provided by the company are outlined highlighting the damage to the company image caused by poor customer service. Literature is reviewed on international services marketing, recommendations are suggested for TCG about the ways to improve their service quality.
KEYWORDS: services marketing, Thomas Cook, customer service, service quality,
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/2298. An examination of Internal Service Quality at Virgin Atlantic airline
- WORDS:
- 2550
- DATE:
- 2011
- PRICE:
- 29.99 GBP
This paper discusses the theory of Internal Service Quality (ISQ) in relation to the service profit model. The paper uses the Virgin Atlantic airline company as a case study, and the paper aims to assess the ISQ implantation at the organisation. The paper reviews a range of topics, some of which include employee satisfaction, employee retention, and customer satisfaction. An evaluation of the SERVQUAL, SERVPERF, and Kano models are provided, and the paper discusses the relationship between internal service quality and external customers.
KEYWORDS: Internal Service Quality, ISQ, service profit model, Virgin Atlantic airline, employee satisfaction, employee retention, customer satisfaction, SERVQUAL, SERVPERF, Kano model,
C/M/2272. Evaluation of Red Sun's Information, Advice and Guidance service delivery to refugees and asylum seekers
- WORDS:
- 5450
- DATE:
- 2011
- PRICE:
- 59.99 GBP
The paper examines the Information, Advice and Guidance (IAG) service provided by the UK charity public sector organisation Red Sun to refugees and asylum seekers. The quality of their service is evaluated making references to the theory of service quality, customer satisfaction, SERVQUAL model of quality measurement, etc. Primary research is conducted via questionnaires and interviews to identify the level of customer satisfaction with Red Sun’s service delivery. Recommendations are suggested to Red Sun IAG staff and volunteers.
KEYWORDS: Red Sun, Information, Advice and Guidance, IAG, service quality, refugees, asylum seekers, SERVQUAL,
C/M/2271. Service quality dimensions in budget hotels
- WORDS:
- 400
- DATE:
- 2011
- PRICE:
- 9.99 GBP
The paper briefly outlines the dimensions of service quality that affect customers’ satisfaction levels making references to academic research on the theory of service quality, and applying the theory to the hospitality industry.
KEYWORDS: Service quality dimensions, budget hotels, hospitality industry,
C/M/2222. An examination of internal quality service at Easy Jet
- WORDS:
- 2000
- DATE:
- 2011
- PRICE:
- 29.99 GBP
This paper focuses on internal quality service, and uses Easy Jet as a case study. The study begins by providing theoretical information on internal quality service, and follows with a discussion regarding the service profit chain model. The paper then outlines and describes aspects of the model, some of which include internal service quality, employee satisfaction, customer loyalty, and external service quality. The strengths and weaknesses of Easy Jet’s internal Service Quality Delivery are assessed and the paper concludes by providing recommendations for Internal Quality Service Delivery.
KEYWORDS: internal quality service, Easy Jet, the service profit chain model, employee satisfaction, customer loyalty, external service quality!,
C/M/2200. Service quality in luxury hotels: review of article and case study of Hilton Hotels
- WORDS:
- 3600
- DATE:
- 2011
- PRICE:
- 39.99 GBP
The paper presents a review of article “Towards an understanding of total service quality in hotels” by Wilkins et al (2007) analysing the methods used in the article, highlighting the strengths and weaknesses of the research, and suggesting related research opportunities. A study is conducted of the Hilton Hotel chain using a SERVQUAL-based questionnaire to evaluate their service quality. Conclusions are made about the overall service quality at Hilton hotels.
KEYWORDS: total service quality in hotels, Wilkins et al, review, Hilton Hotel,
S/M/640. An examination of the consequences of the development of the service economy in Britain
- WORDS:
- 3650
- DATE:
- 2011
- PRICE:
- 39.99 GBP
This paper examines the consequences of the development of the service economy and the increasing importance of the customer service culture in Britain today. The paper discusses a wide range of subjects relevant to the customer service culture, namely gender segregation, emotional labour, organisational culture, management, and the shift from sales to service. These topics are all examined in order to identify the consequences of the development of the service economy.
KEYWORDS: Service economy, customer service, Britain, gender segregation, emotional labour, management, organisational culture!,
S/M/629. RyanAir: service quality vs. lowest costs
- WORDS:
- 2050
- DATE:
- 2011
- PRICE:
- 29.99 GBP
The paper addresses low expectations of service quality by passengers of RyanAir who now have the option of standing up during flights. The concept of 'perfect customer experience’ is discussed arguing that RyanAir’s potential customers will prioritise the lowest possible costs over a superior customer experience and the company’s strategy will prove beneficial.
KEYWORDS: RyanAir, service quality, lowest costs, customer experience,
C/M/2124. Service marketing in Maximuscle
- WORDS:
- 4000
- DATE:
- 2011
- PRICE:
- 49.99 GBP
The paper examines approaches to service marketing used by Maximuscle, a UK sports nutrition company, using the Gap model of service quality analysis and the 4P marketing mix model. Market analysis of the company is conducted, recommendations are suggested about the involvement of social media in the company’s marketing strategies.
KEYWORDS: Service marketing, Maximuscle, Gap model, service quality, marketing mix,
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/2041. Barclays Retail Banking: services audit
- WORDS:
- 4550
- DATE:
- 2011
- PRICE:
- 49.99 GBP
The paper reports on the services audit of Barclays Retail Banking, a division of Barclays Group, using the approaches of a Service Blueprint and a Service Marketing Mix. The choice of Barclays for auditing is explained, the issues of Barclays Retail Banking services are revealed highlighting errors in their customer service, and suggesting recommendations about possible improvements of service delivery to retail customers.
KEYWORDS: Barclays Group, services audit,
C/M/2027. Dissertation. Service quality and customer retention at KFC Leyton Mills
- WORDS:
- 21200
- DATE:
- 2011
- PRICE:
- 219.99 GBP
The dissertation investigates the impacts of service quality (SQ) on customer retention in a fast food setting offering a case study of a KFC outlet in Leyton Mills, London faced with customer retention issues. Success factors of fast food services and KFC restaurants are examined. Literature is reviewed on SQ theory including the history of SQ research, the measurements of SQ, customer relations, customer loyalty management, SERVQUAL and SERVPERF models of SQ analysis, etc. The methodology of the research includes analysis of secondary sources and primary data obtained from KFC consumer surveys via questionnaires, and interviews with the management of KFC Leyton Mills comparing KFC performance to that of McDonalds. Conclusions are made about the customer profile of the outlet and their service quality. Recommendations are suggested about the strategies that can increase customer loyalty and retention.
KEYWORDS: Dissertation, service quality, customer retention, KFC Leyton Mills, McDonalds, fast food restaurant, customer loyalty,
C/M/2008. Services as theatre: service quality at Starbucks
- WORDS:
- 1050
- DATE:
- 2011
- PRICE:
- 19.99 GBP
The paper looks at the features of service delivery comparing services to a theatre show, discussing the role of customers and their engagement with the ‘actors’ performing the ‘script’. The ‘services as theatre’ metaphor is applied to the service quality of the Starbucks coffee chain to evaluate their service quality.
KEYWORDS: Services as Theatre, service quality, Starbucks,
C/M/2002. Proposal. Consumers' perceptions of service quality in UK budget hotels
- WORDS:
- 2650
- DATE:
- 2011
- PRICE:
- 29.99 GBP
The paper proposes research into the service quality at British budget hotels introducing the budget hotel concept, explaining the rationale of the research, detailing research aims and objectives, reviewing literature on the measurements and dimensions of service quality in the hospitality industry, and describing the methodology of the proposed research.
KEYWORDS: Proposal, consumers’ perceptions, service quality, budget hotels,
C/T/161. Dissertation. Service Strategy in Hilton Hotels
- WORDS:
- 11550
- DATE:
- 2011
- PRICE:
- 119.99 GBP
The dissertation investigates the service strategy used by Hilton Group presenting a case study of Hilton hotels in Germany and the UK. Literature is reviewed on theoretical approaches to service strategy considering its influence on service quality, identifying the elements of service quality, etc. The background and current challenges faced by Hilton hotels are reviewed. The methods of the research include analysis of secondary data and a SERVQUAL analysis of primary data collected via a cross-sectional survey based on a questionnaire posted on Facebook. Conclusions are made about the need for service quality improvement and standardisation in Hilton hotels.
KEYWORDS: Dissertation, service strategy, service quality, Hilton hotels, hospitality,
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/B/3197. Examination of competitive advantage in the e-tourism industry
- WORDS:
- 2800
- DATE:
- 2010
- PRICE:
- 29.99 GBP
This proposal examines e-tourism, aiming to assess whether customer value is a critical indicator to createand maintain the competitive advantage in a firm. The paper also examines how customers percieve internet services and purchases. The paper has three objectives to understand the main determinants of e-service quality in the tourism industry, to understand customer’s perceptions on internet services and purchases in the tourism industry, and to examine the challenges faced by tourism industry players in their bid to survive and effectively satisfy their ever more demanding and increasingly enlighten customers. The proposal presents preliminary research on the determinants that need to be incorporated into e-services, the SERVQUAL model, and e-service dimensions. The methodology is highlighted, and the project aims to collect primary data through use of questionnaires for students and tourism service providers. The proposal concludes by examining the limitations of the research.
KEYWORDS: e-tourism, customer value, competitive advantage, internet services, puchases, tourism industry, internet services, SERVQUAL model!,
C/M/1701. Role of cross-cultural servicescape in employee motivation and customer satisfaction
- WORDS:
- 5400
- DATE:
- 2010
- PRICE:
- 59.99 GBP
The paper looks at the culture related nature of services explaining the concept of ‘servicescape’ and examining the impact of cross-cultural servicescape on employee motivation and customer satisfaction. A case study is conducted of culturally centric restaurant businesses discussing culture related aspects of the servicescape and highlighting their importance for the evaluation of the service by clients.
KEYWORDS: Cross-cultural servicescape, restaurant service, employee motivation, customer satisfaction,
C/M/1684. Customer Perceptions and Expectations of Service Quality in Restaurants
- WORDS:
- 2450
- DATE:
- 2010
- PRICE:
- 29.99 GBP
The paper addresses the issues of food service quality explaining the analytical model of SERVQUAL as a tool to measures the gap between customers' expectations of service quality and the service they actually receive. Factors that influence consumers’ meal experiences in restaurants are outlined discussing their managerial implications.
KEYWORDS: Customer Perceptions, Restaurant Service Quality, food service, SERVQUAL,
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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WHAT OTHERS HAVE SAID
Received paper - it has helped point me in the right direction for my research.Martin
