C/M/835. Service Quality analysis using SERVQUAL

The paper examines the correlation between Total Customer Satisfaction (TCS) and other variables of service quality, i.e. Total reliability of service, Total responsiveness, Total empathy, etc. using the SERVQUAL research tool. The data collected via a questionnaire is used to evaluate the quality of service through statistic analysis.

C/M/625. Service Quality Gap Analysis of a Hospital in Middle East using SERVQUAL

The paper provides a comprehensive audit for the leading healthcare service provider in Saudi Arabia and Middle East, Saad Specialist Hospita, using the SERVQUAL model. The report addresses the main issues and problems of service quality studying the perception and expectation gaps between the employees and the customers of the healthcare service provider. Critical gaps in the service quality structures are outlined to enhance the efficiency of the service. The sample questionnaire and its results are attached in the appendix.

S/M/294. Suitability of SERVQUAL approach to monitor service quality in the public sector (UK)

The paper examines the issue of measuring service quality in the UK public sector reviewing academic approaches to service quality, customer satisfaction, the SERVQUAL method of performance measurement, gap-scores, etc.

C/M/546. Service Quality Management: Commerce Bank & Alaska Airline

The first part of the paper is aimed to explore and analyze service quality management undertaken at Commerce Bank, an American bank that started operating in 1973 and has differentiated itself in the highly competitive industry through service quality provision. The second part is aimed at understanding and exploring Alaska Airlines' self-service check-in service.

S/M/276. Dissertation. Measuring service quality of a Vietnamese bank

The dissertation investigates the issues of service quality (SQ) in modern business focusing on the SQ measurement in the banking industry and examining the gap between the bank customers' expectations and the actual service delivery. A case study of SQ evaluation in a Vietnamese bank is carried out. The review of literature touches on the definitions of service, quality, SQ dimensions, cultural differences in measuring SQ, etc. The methods of research are based on the philosophy of positivism and include secondary data analysis and primary data collection through questionnaires. Conclusions are made about the influence of cultural differences on the effectiveness of the SERVQUAL model in evaluating a bank's SQ.

E/M/144. Quality of service: case study of Russell and Bromley Retirement Homes

The paper reports on the quality of service in Russell and Bromley Retirement Homes (RBRH) identifying the company's problems, reviewing theoretical approaches to quality, outlining quality assessment tools and improvement techniques, and offering recommendations on improving the quality of service in RBRH.

E/M/112. Product Operations Management and Services Quality

The paper examines the challenges of product and services management arguing whether a service is a form of product, and discussing the issues of TQM (total quality management), SERVQUAL, service standards’ measurements, etc.

C/M/253. Dissertation. The importance of service training for the improvement of service quality

The present paper investigates the role service training plays in improving perceived service quality. The literature review highlights the importance of customers for service organisations, shows the link between customer satisfaction and business success of a service provider. The discussion shows that service training is the way to motivate employees to deliver high quality service, to teach them how to handle critical situations and to develop their interactive skills. The use of various industry examples the discussion shows the way hospitality industry players use training schemes to maintain service quality. The research is based on qualitative study with the use of observation, customer questionnaire and semi-structured interviews as data collection tools. The findings are analyzed with the use of descriptive statistics.

C/M/234. Service Quality in Financial Services of HSBC

This report aims to define the importance and the concept of service quality in financial services of the selected branch of HSBC. The author also presents literature review and recommendations on the effective service provision of the branch.

P/PS/31. Customer satisfaction and service quality

The paper is devoted to the philosophic, psychological and economic aspects of the notion 'quality'. It looks at the basic models explaining the criteria for quality in service, namely, the Servqual (Service Quality) model which measures expectations and perceptions, the GAP models which make it easier to see where things can and do go wrong, the Kano and the Expectations models that show the needs and influences in expectations of the customers. The paper seeks to understand the difference between customer satisfaction and quality. The paper concludes that quality is subjective while customers' needs are mostly objective. The need for market research is outlined and the significance of price for customers' satisfaction is highlighted.

C/M/142. Dissertation. Measuring service quality in a Hotel

This dissertation measures service quality in a UK hotel. The paper starts with the presentation of objectives. The literature review outlines the importance of service quality, its link with customer satisfaction and overall business performance. Since the measurement of service quality is based on SERVQUAL model, the literature review describes its principles and limitations. The measurement of service quality is made with the involvement of middle-east customers, hence literature review outlines the specific features of middle-east culture. The methodological part justifies the use of phenomenological case study, explains the use of questionnaires as primary data collection tools. The analysis is based on the use of the factor analysis and measures the gap between expected and perceived service quality.

C/M/104. Investigate the ways in which financial services firms can get to know their customers better and how they can evaluate their performance in delivering quality services.

The present paper investigates the importance of service quality measurement in the context of financial service industry and what are the managerial implications. The discussion starts with the differentiation between service and goods quality and what is the place of financial service product in this continuum. On the basis of this positioning, the paper reviews different distinguishing features of service quality such as inseparability, intangibility, perishability and heterogeneity and its implications for financial service providers. The consequential section highlights the importance of service quality for financial service. The discussion is based on various arguments which support the existence of direct relationship between service quality and customer satisfaction. The line of discussion is built in such the way, to draw the consequential bridge between service quality, customer satisfaction, competitive advantage and profitability. The third section covers two aspects of consumer behaviour: purchase decision making and disconfirmation. The first part deals with analysis of the various phases of a purchase decision making and the place of service quality evaluation in the process. The second part investigates the relationship between customers' expectations and perception of service quality and the way the gap between them affect the overall satisfaction from the service encounter. The fourth section considers various research methods which might be applied by a financial service provider in order to evaluate its service quality level. Two types of measurement are identified: external and internal. The external measurement focuses on the sensing customer preferences and exploring the gap between customers' expectations and perception. The revision of various tools highlights the way financial service providers might identify various gaps in service delivery process. The last section introduces the managerial implications that arise from the incorporation of service quality research techniques in the strategic planning process.

D/M/15. MBA Dissertation. AN INVESTIGATION INTO SERVICE QUALITY MANAGEMENT WITHIN A UK FITNESS CLUB

The "quality" phenomenon is the source for strengthening and differentiating the offering and the organization from what is offered by the competitors. The available evidence indicates that service organizations, which adopt a strategic approach to "quality management" significantly improve their competitiveness. This study sought to explore the way managerial team of a certain UK fitness club sense their customers. The review of existing service quality literature identifies the absence of universal techniques and approaches in measuring service quality gap, particular within fitness environment. Due to the complexity of quality phenomenon and absence of empirically proven measurement tools, the phenomenological paradigm is chosen to explore the issue. The research is based on widely acknowledged gap model. The gap between consumer's expectations and management perceptions of consumer expectations is explored with the application of qualitative and quantitative techniques. The quantitative questionnaire sought to explore customer perceptions of current delivery of service and priority of various service quality categories. The qualitative element is applied in terms of triangulation of quantitative data. Besides, it provides deeper understanding of the process of customer's perceptions shaping. The results are compared and fed into performance-related matrix, which is widely used in Total Quality Management. Limitations to the study are discussed along with recommendations for future research and managerial implications.

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