Browse our collection of papers in
Service Quality
C/M/1427. Service Marketing: theory and case study of Hilton Hotels
- WORDS:
- 4150
- DATE:
- 2010
- PRICE:
- 49.99 GBP
The paper considers different aspects of service marketing including service gaps, service design, service delivery, service failure, and service recovery. Application of the service marketing principles is examined using the case study of Hilton Hotels and applying the SERVQUAL model to describe the service design of the company.
KEYWORDS: Service Marketing, Hilton Hotels, SERVQUAL,
C/M/1380. HRM practices used by Hilton hotels to enhance their service quality
- WORDS:
- 2350
- DATE:
- 2010
- PRICE:
- 29.99 GBP
The paper looks at the correlation between service quality, customer retention and the profitability of service firms. The SERVQUAL model of service quality management is described, a case study is conducted of HRM practices used by Hilton Group to enhance their employee satisfaction and motivation in the delivery of high quality services.
KEYWORDS: Hilton hotels, HRM practices, Service Quality, Employee motivation,
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/OM/206. Service quality issues at London Zoo
- WORDS:
- 4000
- DATE:
- 2010
- PRICE:
- 49.99 GBP
The paper examines the problems faced by London Zoo reviewing the work related to the provision of closer visitors’ access to animals, and its consequences. The positive and negative aspects of service delivery are identified considering the harmful effects of poor service quality and suggesting recommendations about its improvement with reference to theoretical literature on quality service.
KEYWORDS: London Zoo, Service Quality,
C/M/1341. Issues of service quality and change management in Wetherspoon Plc
- WORDS:
- 4600
- DATE:
- 2010
- PRICE:
- 49.99 GBP
The paper looks at the service quality in Wetherspoon Plc providing background information about the company, discussing the effects of organisational change on their service quality (SQ), describing the SQ implementation process and organisational culture of Wetherspoon, etc. Analysis of the current situation in the company is conducted using the models of competitor analysis, PESTEL and SWOT. Recommendations are suggested about the strategies of their change management and public relations.
KEYWORDS: Wetherspoon, service quality implementation process, change management, SWOT, PESTEL, competitor analysis,
C/OM/202. Operations Management and Service Quality in Lidl
- WORDS:
- 2450
- DATE:
- 2010
- PRICE:
- 29.99 GBP
The paper addresses the issues of service operations management in Lidl and responds to the following questions: Use the model of Input /Output procedure and critically analyse the importance of managing resources and identify the techniques that have been applied to deliver Lidl’s outputs. Discuss and provide the evidence of Lidl’s main operation performance objectives to remain competitive in retail industry, identify and evaluate how these key objectives contribute to its effective supply chain management. Apply Slack, Chambers and Johnston’s adaptation of Parasuraman’s SERVQUAL Model to discuss how quality gaps can be diagnosed, and evaluate how Lidl’s quality planning and control can be improved by understanding any gaps evident from your examination of customer’s/operation’s domains.
KEYWORDS: service quality, Lidl, SERVQUAL, supply chain management, service operations management,
C/M/1322. Literature review. Causes of poor service quality at KFC
- WORDS:
- 3100
- DATE:
- 2010
- PRICE:
- 39.99 GBP
The paper offers a review of literature related to the dissertation “Causes of poor service quality at KFC”. The review provides theoretical underpinnings of customer relationship management (CRM), customer loyalty, customer satisfaction, service quality and the principles of the SERVQUAL model.
KEYWORDS: Literature review, service quality, KFC, customer relationship management, customer loyalty, customer satisfaction, SERVQUAL,
C/M/1318. Proposal. Causes of poor service quality at KFC
- WORDS:
- 1250
- DATE:
- 2010
- PRICE:
- 19.99 GBP
The paper proposes to examine the factors that influence the quality of service in Kentucky Fried Chicken (KFC) quick service restaurant (QSR). KFC background is described, literature is reviewed on customers’ evaluation of service quality detailing the theoretical principles of the SERVPERF model. Research design and methodology are outlined.
KEYWORDS: Proposal, KFC, Service quality, quick service restaurant, QSR,
C/OM/186. Dissertation. Theory and implementation of service strategy: case study of M-Trans
- WORDS:
- 16650
- DATE:
- 2009
- PRICE:
- 169.99 GBP
The dissertation investigates the service strategy of a transportation service provider M-Trans operating in Cyprus. The review of literature touches on the concept of ‘service’ and ‘service value stream’, the methods of measuring service quality, the service strategy of transportation service, etc. Research methodology is based on qualitative and quantitative data obtained from secondary sources and primary sources, i.e. questionnaires and semi-structured interviews aimed to evaluate the quality of M-Trans along the lines of their tangible features, responsiveness, reliability, assurance, and empathy. Conclusions are made about the managerial implications of the service quality assessment suggesting recommendations about the ways to improve the company’s service strategy.
KEYWORDS: Dissertation, service strategy, transportation service, M-Trans, Cyprus, service quality, service value stream,
S/M/503. Dissertation. Customer Service in Barclays
- WORDS:
- 10900
- DATE:
- 2009
- PRICE:
- 109.99 GBP
The dissertation reports on the customer service in Barclays Bank investigating the types of the Bank's customers and the policies used with each customer group, the skills required for successful customer service, the ways to incorporate consumer protection into customer service policies, the values and objectives of Barclays, the techniques used to improve their customer service, etc. Literature is reviewed on the theory of customer service and customer relationships management (CRM), consumer protection legislation, etc. The paper includes a presentation on Barclay's customer services touching on their history and the ways of possible improvement. A case study is conducted using the methods of primary research via a questionnaire distributed among the bank's customers. SWOT analysis of Barclays' customer service is performed. Recommendations are suggested about the ways to meet customer quality standards.
KEYWORDS: Dissertation, Customer Service, Barclays Bank, SWOT, consumer protection, service quality, customer relationships management, CRM,
C/M/1204. Barclays Bank: audit of services
- WORDS:
- 3200
- DATE:
- 2009
- PRICE:
- 39.99 GBP
The paper reports on the audit of financial services provided by Barclays Bank explaining the bank’s service concept and assessing Barclays’ performance attributes, i.e. reliability, responsiveness, competence, communication and customisation. Cost-benefit analysis is conducted, quality gaps in Barclays’ service concept are revealed highlighting the areas that need managerial attention.
KEYWORDS: Barclays Bank, audit, service concept, performance attributes, cost-benefit analysis,
C/OM/170. Evaluation of event's service quality: case study of pop concert in Milton Keynes
- WORDS:
- 1900
- DATE:
- 2009
- PRICE:
- 19.99 GBP
The paper evaluates the quality of service at the pop concert held in Milton Keynes Bowl. Literature on the theory of service quality (SQ) is reviewed identifying quality indicators and grading them to assess the service quality of the event. Recommendations are made to improve future events’ SQ.
KEYWORDS: Event management, service quality, SERVQUAL, pop concert,
C/T/103. IT support of hospitality services and quality management in Liner Hotel, Liverpool
- WORDS:
- 1600
- ADD-ONS:
- Images
- DATE:
- 2009
- PRICE:
- 19.99 GBP
The paper examines the IT management system used in the nautical themed Liner Hotel in Liverpool describing the information systems (IS) that provide facilities in the guest cycle and support quality management (QM). Recommendations about the quality improvement of hotel services are suggested.
KEYWORDS: Liner Hotel, information system, IS, quality management, guest cycle,
S/M/495. Proposal. Customer service quality: case study of Dell
- WORDS:
- 3300
- DATE:
- 2009
- PRICE:
- 39.99 GBP
The paper proposes research into the issues of customer service quality (CSQ) at Dell Inc providing a review of related theoretical literature, describing the methods of CSQ research including primary research based on a questionnaire distributed among Dell and non-Dell customers, suggesting the ways to reveal the areas of customer dissatisfaction and the ways of improving customer service.
KEYWORDS: Proposal, Dell, customer service quality,
S/M/485. Managing Service Quality: case study of McDonald's
- WORDS:
- 3300
- DATE:
- 2009
- PRICE:
- 39.99 GBP
The paper addresses the issues of quality management in McDonalds describing their service delivery system, the Mystery Consumer checklist, the procedure of handling customer complaints, etc. It is argued whether a satisfied customer is a loyal customer making references to the theories of customer loyalty and the quality of service.
KEYWORDS: managing, service, quality, study, mcdonald,
S/M/466. Proposal. Online Service Quality of Tesco
- WORDS:
- 3000
- DATE:
- 2009
- PRICE:
- 39.99 GBP
The paper offers a research proposal into the online services of Tesco supermarket. The quality of the service is critically analyzed suggesting a study of its contribution to customer satisfaction. Customer behaviour toward online purchasing is discussed with reference to academic literature and case studies, the philosophy and methods of the research are described, its validity and credibility is assessed, the ethical issues of the research are addressed.
KEYWORDS: Proposal, customer behaviour, service quality, online purchasing, Tesco,
S/M/467. Service Marketing Problem Analysis of Tesco.com
- WORDS:
- 3200
- DATE:
- 2009
- PRICE:
- 39.99 GBP
The paper addresses the complaints of Tesco customers about the quality of the company's online service describing their e-commerce website, reviewing literature on the theory of service marketing and quality management, and applying the marketing mix model to the analysis of Tesco's problem. Steps are recommended to recover the quality of the online services using the SERVQUAL model.
KEYWORDS: Tesco, online services, service quality, marketing mix, SERVQUAL,
S/M/457. Customer Service of Orange: Problems, Analysis and Solution
- WORDS:
- 3400
- DATE:
- 2009
- PRICE:
- 39.99 GBP
The paper reports on the UK mobile phone network Orange outlining their problems related to customer service, presenting a review of literature on the theory of service marketing, identifying typical gaps in quality service to customers, and offering suggestions to resolve the issues of Orange customer services.
KEYWORDS: Customer service, Orange, complaints, service marketing,
C/M/726. Dissertation. Service quality management in Halifax
- WORDS:
- 5500
- DATE:
- 2008
- PRICE:
- 59.99 GBP
The dissertation looks at the importance of service quality (SQ) management for retail banks offering a critical assessment of the way service quality is managed in Halifax. The review of literature touches on SQ definitions, the relationship between SQ and company performance, the role of SQ in developing of long-term relationships with customers, the features of relationship marketing, etc. The research is based on the interpretative philosophical approach using inductive reasoning, and triangulating analysis of secondary data and primary data obtained through observation and interviews. Conclusions are made about the possibility of business process reengineering in Halifax in the future.
KEYWORDS: Research proposal, Service quality management, Halifax Bank,
C/M/727. Dissertation + Proposal. Service quality management in Halifax
- WORDS:
- 5500
- ADD-ONS:
- 950 Words
- DATE:
- 2008
- PRICE:
- 69.99 GBP
The dissertation looks at the importance of service quality (SQ) management for retail banks offering a critical assessment of the way service quality is managed in Halifax. The review of literature touches on SQ definitions, the relationship between SQ and company performance, the role of SQ in developing of long-term relationships with customers, the features of relationship marketing, etc. The research is based on the interpretative philosophical approach using inductive reasoning, and triangulating analysis of secondary data and primary data obtained through observation and interviews. Conclusions are made about the possibility of business process reengineering in Halifax in the future. Proposal for this dissertation is provided at the end.
KEYWORDS: Dissertation, service quality, Halifax,
C/M/844. Importance of Mystery Shoppers
- WORDS:
- 3000
- DATE:
- 2008
- PRICE:
- 39.99 GBP
The paper addresses strategic issues of delivering, measuring and managing service quality in the hospitality organisations reviewing academic literature on value creation and quality management (QM), discussing QM practices used in the hospitality industry, and suggesting recommendations on the practice of mystery shoppers.
KEYWORDS: Hospitality, quality management, mystery shopping,
C/M/895. Service Blueprinting for a Hair Dressing Salon
- WORDS:
- 5100
- DATE:
- 2008
- PRICE:
- 59.99 GBP
The paper examines service blueprinting (SB) providing a review of literature on SB origins, aims, benefits, tools, etc. A service blueprint is developed for Evoke hair dressing salon focusing on the hair cutting aspect.
KEYWORDS: Service Blueprinting, hair dressing, salon,
C/OM/99. Service quality in hospitality industry: case study of Grand Hotel
- WORDS:
- 3100
- DATE:
- 2008
- PRICE:
- 39.99 GBP
The paper examines the service strategy of Grand Hotel providing a review of literature on the features and challenges of modern hospitality industry, customer satisfaction, total quality management (TQM), etc. Quality gaps in hotel management are indicated suggesting models to measure these gaps and offering recommendations to the Grand Hotel management about quality gaps' identification.
KEYWORDS: Hospitality, service quality, hotel, Grand Hotel, TQM,
S/M/415. Service Marketing Management: EBay and Amazon
- WORDS:
- 3100
- DATE:
- 2008
- PRICE:
- 39.99 GBP
The paper reports on the practices of the EBay and Amazon highlighting the benefits of their retailing and service facilities, comparing the structure of their consumer demand, describing the so-called 'servuction model', the features of services delivery ('servicescape'), consumer expectations, etc. Gap analysis is conducted of the discrepancies between consumer expectation and management perception of service quality in EBay and Amazon. Recommendations are suggested about the companies' opportunities.
KEYWORDS: Service Marketing, EBay, Amazon,
S/OM/61. Marketing Services: input of employees in providing quality service
- WORDS:
- 1500
- DATE:
- 2008
- PRICE:
- 19.99 GBP
The paper examines the challenges faced by employees in providing the quality of service. A study is conducted on the basis of primary data obtained via interviews with employees. The issues under consideration include 'emotional labour', i.e. acting out socially expected emotions while hiding the real ones, Pareto principle, and other features of quality service.
KEYWORDS: Employees, quality service, emotional labour, Pareto principle,
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
GET OUR GooGLE TOOLBAR BUTTON
BOOK MARK US
WHAT OTHERS HAVE SAID
Thank you. Paper has arrived. Really impressed with the quick response and selection of topics offered. Will probably use you again if I am mad enough to undertake any more courses and need inspiration.Andrea
