The paper examines banking services discussing the key features of bank quality management (QM) and recommending solutions to improve the quality of the banking service through the internal marketing, knowledge management and business process re-engineering (BPR).
The paper presents comparative analysis of McDonald's and Burger King service concepts reviewing academic literature on the relationship between service delivery and customer preferences. Recommendations are suggested to improve the companies' services.
The paper reviews academic literature on the service quality measurement analysing various models and techniques, i.e. 'gap analysis', factor analysis, regression, etc. The study is based on quantitative and qualitative data obtained from secondary sources using library and scholarly journals. The paper reveals that service quality and customer satisfaction as two distinct phenomena which may be related. Both are important as the world economy increasingly relies on service sector for its growth. Due to the inherent subjectivity of service quality perception more studies are encouraged as a direction for future research into this topic.
The paper reports on Gillens supermarket services providing definitions of the service concept, and conducting Gap analysis and evaluation of their service quality. The methods of evaluation are described; suggestions are made for the supermarket management on the basis of the research findings.
The paper examines the methods of measuring customer service standards focusing on quality assurance and quality control. The approaches to measuring customer service are reviewed.
This paper analyses different aspects of service operations management in one of the Holiday Inn hotels. The analysis is based mostly on the existing theoretical concepts and certain findings derived from the practice of UK hospitality industry firms. The first part provides a brief review of such operational dimensions as service concept, the design of service delivery system, operations planning and control, capacity management and material management. The second part provides a detailed assessment of quality management within the environment of Holiday Inn. This analysis reviews the concepts of service quality, gap in service quality and considers the ways it can be handled by the management.
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