Service Quality

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Branding Technical Services: a case study on SWECO’s brand

The economical structure has suffered a great change over the past decades; the service industry has exploded into a dominant force in the western world. Therefore, the idea of services marketing is relatively new. Although a growing number of service firms are realizing the significance of marketing and branding, you may still find technical service businesses that have not adapted the concept. The consultancy firm SWECO, which will be the case study, is one of them. The objective with this ...

Project category: Marketing
Engineering Feelings of Quality

There is an increasing emphasis on developing systematical research approaches for design of products that appeal to people’s emotions and values. This thesis proposes methodological developments for investigating people’s subjective emotional needs and values towards quality and explores interactions of related physical design attributes for product design.

Project category: Engg Misc, TQM
Relationship between service quality and customer satisfaction: in the case of CCG (Customer Centric Group) CO

The purpose of this research was to gain a better understanding of the service quality dimensions that affect customer satisfaction from customer perspective. Based on a detailed literature review, a frame of reference was developed. Some service quality dimensions were selected to be tested in CCG CO operations . A qualitative research approach was used .The empirical data were gathered through interviews .. Finally, in the last chapter findings and conclusions were drawn by answering the research questions. Some service ...

Project category: Marketing
The influence of People: The Service Marketing benefits of training

In the past years the competition in the restaurant trade is increasing. There is more choice for the customers and thereby the restaurants have to work harder to attract customers. One way is to Market themselves differently. In this research we are studying one way of diversifying Service Marketing, namely through people. Especially in the restaurant sector the frontline employee is an essential part of the service. We argue that by improving the Internal Marketing a business can ensure, through ...

Project category: Featured, Marketing
Quality Online Banking Services

Globalization and deregulations have increased competition in the marketplace, as nowadays it has become much easier for companies to cross borders and compete internationally. The increased competition, on its behalf, has made organizations to constantly try to increase their productivity and decrease their costs. One way for them to achieve ...

Project category: SSM

This study is an enquiry about the role that service quality, asymmetric information, scope of regulation and regulator's preferences play in the regulation of monopolies, with an application to the case of the Chilean electricity distribution industry. In Chapter 1, I present the problem of regulating a monopolist and introduce the special conditions that the electricity sector has. Later I discuss the main characteristics of the electricity system that operates in Chile. The literature on regulation is reviewed in Chapter ...

Project category: Resource Economics
Customer perceived E-service quality in online shopping

The advent of the Internet and e-commerce has brought a new way of marketing and selling many products. There are evidences indicating that the e-service quality is an essential strategy to a success, probably more important than a low price and a good web presence. The purpose of this thesis is to gain a better understanding of the e-service quality dimensions that affect the customer perceived e-service quality in online shopping. On the basis of a detailed literature review, a ...

Project category: E-commerce
The impact of Internet on service quality in the banking sector

With the continuous growth of competition in the market place, understanding customers has become more and more important method of marketing. Research has shown that high service quality contributes significantly to profitability. In search of competitive advantage, both practitioners and academics are keen on accurately measuring service quality in order to better understanding its essential antecedents and consequences, and ultimately establish methods for improving service quality. Now days, the incredible growth of the Internet is changing the way corporations conduct ...

Project category: SSM
Customer satisfaction: service quality in online purchasing in Iran

The findings of this research are mostly useful to those (managers, web designers, etc.) who intend to penetrate the Iranian market with least cost, time and energy. The results indicate the most important web quality factors through Iranian online shoppers’ perspective. In the last few years, a significant growth has been noticed in the Internet- based services in the pure Internet businesses as well as the traditional enterprises, which are developing their online services. One of the key challenges of ...

Project category: E-commerce, Marketing
Creating a model for customer loyalty in banking industry of Iran

The customer loyalty concept has received much attention from both academics and practitioners in different industry. Banking industry is also not excluded and because it has a highly interaction with the customers, getting familiar with this concept would be very important and helpful for managers in defining strategies. So this research attempts to find the customer loyalty factors and their relationships with banking industry in one of the developing countries in order to provide a model for this concept. In order ...

Project category: SSM

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