Relationship Between Service Quality And Customer...

Management, Technology and Enterprise The relationship between service quality and customer satisfaction in the retail industry- A case study of Sainsbury’s Research and Consultancy Methods in Business Linda Gallacher 8/3/2015 Student number - S1317894 Word count - 4400 Contents 1 Introduction 2 2 Literature review/Background 3 2.1 Service Quality 3 2.2 Customer Satisfaction 3 2.3 Service Quality and Customer Satisfaction 4 2.4 Training and Development 4 3 Aim, Objectives and Research Questions 6 3.1 Aim 6 3.2 Objectives 6 3.3 Research Question 6 4 Design and methodology of the research 7 4.1 Philosophy 7 4.2 Approach 7 4.2.1 Inductive 7 4.2.2 Deductive 7 4.3 Strategy 8 4.4 Methods 8 4.4.1 Questionnaires 8 4.4.2 Interviews 9 4.5 Secondary Data 9 5 Research Limitations and Ethics 11 5.1 Limitations 11 5.2 Ethical considerations 11 6 Illustrative work plan for the project and resources required 12 6.1 Work Plan 12 6.2 Resources Required 12 7 References 13 8 Appendices 15 8.1 Appendices 1 15 1 Introduction 2 Literature review/Background This literature review will provide an overview of the literature which surrounds service quality and customer satisfaction, it will also provide key definitions of terms discussed. An overview of Training and Development as well as a background of the company will also be provided. 2.1 Service Quality Gronroos (1983) defined service as An activity or series of activities which are more or less intangible natureShow MoreRelatedThe Relationships between Service Quality and Customer Satisfaction597 Words   |  2 Pagesplentiful literatures we can see customer satisfaction is related to the quality both of product and service. According to Regan (1963), he is one of the first to draw the relation between service quality and customer satisfaction, and since that time service industry research has flourished for a long time. Specifically, practitioners and academicians have been interested in how consumers conceptualize service quality. 　　　In the literature, the service-quality construct is commonly defined as aRead MoreRelationship Between Dimensions Of Service Quality And Customer Satisfaction Essay2554 Words   |  11 Pagesthe relationship between Dimensions of Service Quality and Customer Satisfaction in regards to The Langham Hotel, Auckland? Submitted To: Academic Supervisor Dr. Indrapriya Kulratne Foad Morzourghi Submitted By: Tariq Tanveer Mudh 100002023 Table of Contents 1. Introduction and Background 3 1.1 Introduction 3 1.2 Background: 3 2. Research Question and Objectives: 4 2.1 Research Question: 4 2.2 Research Objectives: 4 3. Literature Review: 4 3.1 Service Quality: 4 3.2 Customer Satisfaction: 5 3Read MoreA Conceptual Study on the Relationship Between Service Quality Towards Customer Satisfaction: Servqual and Gronroos’s Service Quality Model Perspective6825 Words   |  28 PagesAsian Social Science; Vol. 8, No. 13; 2012 ISSN 1911-2017 E-ISSN 1911-2025 Published by Canadian Center of Science and Education A Conceptual Study on the Relationship between Service Quality towards Customer Satisfaction: Servqual and Gronroos’s Service Quality Model Perspective Muhammad Sabbir Rahman1, Abdul Highe Khan2 Md. Mahmudul Haque2 1 2 Graduate School of Management, Multimedia University, Cyberjaya, Malaysia Faculty of Economics and Management Sciences, International IslamicRead MoreRelationship Between Customer Satisfaction And Consumer Loyalty1520 Words   |  7 Pagesthe relationship between customer satisfaction and consumer loyalty and apply its relationship into all the market industries including products and services, particularly in financial institutions. Preliminary sample data (N=80) will be collected from faculties and students at Johnson and Wales University of all ethnicities, national and international students. The hypothesis of the study is developed as H1: There is a significant positive relationship between customer loyalty and customer satisfactionRead MoreKfc Service Quality925 Words   |  4 PagesLITERATURE REVIEW SERVICE QUALITY AND CUSTOMER SATISFACTION IN KFC CHAINSTORES The purpose of this study is investigating the service quality of KFC chain stores and how the service quality affect customer satisfaction based on the theory of â€Å"service quality† and â€Å"customer satisfaction† and the Customer satisfaction survey in website: talktokfc.com. We do the literature reviewson some important concepts to make clearer about the service quality and the level of customer satisfaction in KFC chain storesRead MoreEssay on Types Of Research1400 Words   |  6 Pagessolutions to daily operational problems. One problem managers consistently want research on is the relationship between customer satisfaction and loyalty. The research found on the relationship of customer satisfaction and loyalty spans over the past decade. Many researchers argue that there is no relationship between customer satisfaction and loyalty while others find direct correlations between the two and a business’s profitability. In Roger Hadowell’s study, he defines loyalty as both behavioralRead MoreTypes of Research1468 Words   |  6 Pagessolutions to daily operational problems. One problem managers consistently want research on is the relationship between customer satisfaction and loyalty. The research found on the relationship of customer satisfaction and loyalty spans over the past decade. Many researchers argue that there is no relationship between customer satisfaction and loyalty while others find direct correlations between the two and a business’s profitability. In Roger Hadowell’s study, he defines loyalty as both behavioralRead MoreThe High Quality Relationship With Customers1322 Words   |  6 Pagesoffer quality oriented services according to customers’ expectations. Various important parts of banking sector like operations, service quality, employee satisfaction, customer satisfaction, financing products, efficiency, financial performance are being studied by many researchers to better understand and serve the community at large (Arokiasamy, 2013). The high quality relationship with customers is the main influence of a successful service provider (Panda, 2003) â€Å"which determines customer satisfactionRead MoreService Quality As A Core Competitive Strategy1115 Words   |  5 Pages Service quality has been increasingly recognized as a critical factor in the success of any business and banking sector in this case is not an exception .A bank customer will be loyal if they can produce greater value than their competitor (Dawes and Swailes 1999). In addition, higher profit will be earned by the banks if they can position themselves better than the competitors within a specific market (Davis at al. 1995) Therefore, banks should focus on service quality as a core competitive strategyRead MoreRole Of Service Quality And Relational Benefits On Customer Satisfaction Essay1553 Words   |  7 Pagesliterature which influence customer perceived service quality; customer satisfaction and customer repurchase intention in the auto insurance industry in Thailand. According the analysis of the study, the assurance dimension was a key determinant of a customer assessment of service quality in the auto insurance industry in Thailand. And there was a linear relationship between c ustomer satisfactions, perceived service quality of the company, perception of company image and customer repurchase intentions

Comparing the Epic of Gilgamesh, Hesiods Theogony, and...

Comparing the Epic of Gilgamesh, Hesiods Theogony, and Ovids Metamorphoses There are many parallels between the Epic of Gilgamesh, Hesiods Theogony, and Ovids Metamorphoses. The first similarity is immediately apparent: structure. We can view the structure of the Gilgamesh story as three concentric circles: a story within a story within a story. In the outer circle, a narrator prepares the audience for the primary narrative, contained within the second circle: the tale of Gilgameshs adventures. Within this second circle a third narrative, the flood story, is told to Gilgamesh by Utanapishtim. Ovids Metamorphoses is told in a similar way: Ovid starts out by telling of his intention and invoking the gods help to tell the story.†¦show more content†¦In Metamorphoses, Ovid tells the reader his intention--to tell of bodies changed / to different forms--and invokes the gods to help him with the poem. This method of framing the tale does another thing: it gives an oral quality to the work. These myths began as oral tales passed from one generation to the next, which were eventually written down. It is interesting that the way they are written down reflects the oral nature of the original versions--a storyteller telling a story to an audience. It lends an immediacy to the work, leading us to look for its applicability to our own times. Because of this immediacy, there is an unintended irony that occurs in the reading of Gilgamesh. The narrator begins, Notice the strong walls of our city of Uruk! These walls were built by Gilgamesh . . . Now study the inner walls of our city. Examine the fine brickwork. These walls, too, surpass all others! (28). The irony is that these walls are probably deeply buried and cannot be seen, or if excavated, must be merely crumbled remnants of the once-impermeable wall. Another similarity is in the structure of the mythological world. In all three mythologies, the gods reside in the sky, whether in the heavens or on a mountaintop. Below the sky rests the earth, and below that, the Underworld. Even the god structure is similar between the Sumerian mythology and the Greco-Roman tradition. There is a usurped sky god (Uranus or Ouranos in Greek

Death Of A Salesman Essay Miller And Aristotle Example For Students

Death Of A Salesman Essay Miller And Aristotle The book Death of a Sales man is a story in which the character Willyplays a big role in. There are causes for Willys downfall, which shall beexplained in this paper. Willy was angry at his sons Biff and Happy forthe way they lived their lives and not living up to his expectations, andhe was angry that he lost his job. The first reason why Willy is in adownfall is because he is angry with his son, Biff, for the way he livedhis life. Willy is angry at Biff because he wasnt living up to his expectations isone reason why he is in a downfall. This is one reason why he is in adownfall; he gets angry at Biff whenever he comes around the house becausehe is so young and making little money. And then the closer you seem tocome the more shaky he gets and then..by the time you get here..hesarguing. He seems angry at you. This quote relates to the thesis becauseit tells how Willy reacted around Biff and how he is disappointed in him. Willys disappointment in Biff was one reason why Willy was in a downfall. Another reason why he is in a downfall is because not only was hedisappointed in Biff, he was disappointed in his other son Happy. Willys disappointment at his other son Happy for not living up to hisexpectations is another reason why he is in a downfall. This is a secondreason why Willy is in a downfall because Happy couldnt become thebusinessman like Willy wanted him to be. ..we for two basketball teams,see? Two water polo teams. We play each other. Its a million dollars worthof publicitywe could sell sporting goods. This relates to why Willy isin a downfall because this is just an idea that Happy thought of that neverends up working in the end and Happy still has to wait to become themerchandise manager. Willys disappointment in his other son, Happy, fornot living up to his expectation of being the man on top is a secondreason why Willy is in a downfall. Another reason for Willys downfall washe losing his job. Willys downfall directly relates to the loss of his job. Willy, a well-known businessman, became in need of money when his salary was taken away. The loss of his job also meant a small funeral for him. ..He works for acompany for 36 years this march, opens up unheard of territories to theirtrademark, and now in his old age they take his salary. This relates toWillys downfall because Willys pride was being taken away and he lost alot of respect for himself. For instance, he tried to commit suicide bydriving off a bridge, but the shallowness of the water saved him. All 3 ofthese reasons tell why Willy is in a downfall. There are causes for Willys downfall. Willys disappointment in Biff fornot matching up to his standards is one reason. Willys disappointment inHappy for not matching up to his standards is a second reason. And afterWilly lost his job is the third and biggest reason for his downfall. In theend Willy killed himself, even after Biff told him that he really lovedhim.

The Pencil Box Essay Research Paper THE free essay sample

The Pencil Box Essay, Research Paper THE PENCIL BOX Cipher liked Jane. Equally shortly as Emily Sweet found that transcript of Anne of Green Gables a three-hundred-page-long book! in Jane s faded violet kindergarten back pack, that was it. Any hope Jane had for a normal life, for swing on the swings, for doing a life long friend, person to portion secrets and giggles with, person to seesaw totter with, was over, because cipher likes the smart miss. Cipher likes person who totes a three 100 page long book to read on the coach. That is the jungle gym s unwritten regulation. Well, possibly it s non wholly accurate to state that cipher liked Jane. That s non an wholly true statement. Teachers liked Jane. Teachers loved Jane, even though Jane thought they had a amusing manner of demoing it, giving her another worksheet to make when she finished the assigned worksheet 15 proceedingss before the remainder of the category, stating her parents that Jane was a particular kid, possibly they should travel her to a higher class and her parents ever stating no, we want our girl to hold a normal childhood. We will write a custom essay sample on The Pencil Box Essay Research Paper THE or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page It became rather normal for them to hold these conversations while Jane sat outside the door humor hour angle garage sale, Canis familiaris eared transcript of Gone With the Wind a five-hundred-page-long book! singing her patent leather Mary Jane places because they didn t reach the land and she had to make something to maintain her attending through the first 20 pages, pages she ever found sub-standard to an otherwise stimulating book. Yes, supposedly instructors merely loved Jane. That s what all the other kids accused them of, love, favouritism, unjust scaling, and things like that. They merely loved Jane, even though they showed it eldritch ways. It took Jane s 2nd class instructor, Mrs. Terada to truly demo some Jane some love. Jane thought Mrs. Terada was an absolute dimwit, with her long scraggy weaponries and legs, looking down at all the kids through a bantam brace of spectacless perched on the terminal of her olfactory organ. And oh, it took all the moving Jane could rally to smile and nod, to non turn over her eyes and lodge out her lingua when Mrs. Terada presented her with the box. The box sat following to the rattling heat registry ( that ever seemed to work in September, neer in December ) . Under its hot pink screen were rows and rows of manilla files, each incorporating a set of math worksheets, possibly a short narrative with comprehension inquiries at the terminal. With an all excessively happy smiling, Mrs. Terada told Jane that while she was waiting for the kids to acquire done with their work, she could come and acquire a file to work on and so turn it in. Finally, she would travel through the full box and g -force, wouldn t that be particular! Even though she wondered why Mrs. Terada made the box sound like some kind of particular dainty and even though she wondered why she had to make those excess worksheets and even though she would instead be reading Anna Karenina, Jane smiled and nodded and took the first manilla booklet back to her desk. She sat down and smiled to herself. What that twerp Mrs. Terada didn T know, what cipher, non her parents, non the kids, non even her cocoa degree Celsius olored Labrador retriever, Gus knew was that Jane had a box of her ain. To anybody else, it might look to be an ordinary pencil box. It as an old school pencil box, xanthous composition board with cockamamie images of blackboards and childs on swings, express joying and being dense ( Jane colored horns and dress suits on most of them, blackened in their dentitions ) . And in large blue letters, it read My School Box ( good, at least, it used to read that, Jane colored over that with a large smelly black marker excessively ) . Whenever she got a gilded star or a smiley face on a paper, Jane peeled it off the worksheet of notebook paper and put it in the box. Whenever she read a good book, passed over a great line, Jane took out a piece of paper, wrote something about the book down, possibly copied down the pick line, folded the paper into a bantam square and set it into the box. Sometimes, she d see a beautiful image in a book, hear a lovely piece of music and that would travel into t he box excessively. VanGogh s Sunflowers was in the box and so was Edvard Munch s The Scream. That was her favourite picture of all. Jane had a few notes of Brahams Hungarian Dance No. 5 in at that place because if you ve got to hear a Magyar dance, you better hear that one. And she smiled the twenty-four hours she put John Lennon s Imagine in there and Sheryl Crow s The Globe Sessions would be in at that place until her sister realized that her Cadmium was losing. When she was perfectly certain that perfectly no 1 was watching her, Jane would carefully whine unfastened the pencil box and equal interior. She had to be really careful that no 1 saw her unfastened that pencil box because when she opened the box, the interior shone. Inside the box, an ageless radiance visible radiation, bright as the Sun, about blinding radiated. Jane, as particular of a kid that everyone said she was, did non cognize what the visible radiation was, where it came from. It was a beautiful visible radiation. It was a charming energy. But she had no thought what it was. She gave up seeking to depict it in first class and now merely maintain stuffing spines and her folded pieces of paper into the box, carefully skiding them into the freshness when perfectly cipher was watching her. And sometimes, when perfectly cipher was about, she d steal a glance into the lovely polishing box, merely to experience the heat of that energy. One twenty-four hours she was certain she d happen out what it was all about and she was willing to wait for that twenty-four hours. Jane didn T have to wait excessively long for that fatal twenty-four hours. The twenty-four hours started out with a surprise. Jane walked into the schoolroom, faded violet back pack slung over one shoulder ( even though they said on 20/20 that everyone should transport their back packs over two shoulders in order to avoid back problem ) and alternatively of Mrs. Terada welcoming her from behind a brace of bantam spectacless, perched on the terminal of her olfactory organ, a large bald adult male whose legs and pot seemed to be sloping out of Mrs. Terada s bantam chair gave Jane a world-weary stare. He didn t even say good forenoon. Imagine that. Who are you? asked Jane, non # 8230 ; The remainder of the paper is available free of charge to our registered users. The enrollment procedure merely couldn # 8217 ; t be easier. Log in or registry now. It is all free! 324