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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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