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顾客满意对服务质量的影响|留学生论文代写

时间:2017-04-05 16:55来源:www.ukthesis.org 作者:英国论文网 点击联系客服: 客服:Damien
在任何企业对客户(B2C)式的环境,满足客户是最终的目标和目的。通常情况下,这可能是一个相当大的问题。这可能是由于这样的事实,组织有时不真正了解什么是实际发生在客户的心目中。因此,这种困境提供了一个具有挑战性的任务,大多数企业集团,强调客户关系。尽管许多研究和研究都是针对顾客的实际工作进行的,直到今天仍然是一个谜。
因此,本研究以槟城市商业银行劳务柜台员工服务品质的满意度为研究对象,对顾客满意度进行测评,以期对顾客满意度的测量提供依据。定量研究服务质量维度与顾客满意度的关系。保证具有正向关系,但对顾客满意度没有显著影响。信度具有负相关关系,但对顾客满意度没有显著影响。Tangibles有积极的关系和对顾客满意有显著影响。共情具有正向关系,但对顾客满意度没有显著影响。响应具有正向关系,但对顾客满意度没有显著影响。这项研究强调了在银行业的营销服务质量的改善提供了启示。
 
QUESTIONAIRE
 
ABSTRACT 摘要
In any business-to-customer (B2C) type ofenvironment, satisfying a customer is the ultimate goal and objective. More often than not, it can be quite an issue. This is perhaps due to the fact that organizations sometimes do not really understand of what actually goes on in a customer's mind. As such, this predicament has provided as a challenging task to most business conglomerates that places strong emphasis on customer relations. Although many researches and studies were conducted on the actual working of the customer's mind, till today it is a still a mystery.
 
Therefore, this research focused on the measurement of customer satisfaction through delivery of service quality of Service Counter staff of Commercial Banks in Penang, Malaysia. A quantitative research was used to study the relationship between service quality dimensions and customer satisfaction. Assurance has positive relationship but it has no significant effect on customer satisfaction. Reliability has negative relationship but it has no significant effect on customer satisfaction. Tangibles have positive relationship and have significant impact on customer satisfaction. Empathy has positive relationship but it has no significant effect on customer satisfaction. Responsiveness has positive relationship but no significant impact on customer satisfaction. The study highlights implications for marketers in banking industry for improvement in delivery of service quality.
 
CHAPTER 1- INTRODUCTION 简介
 
Service organizations play an important role for developing countries like Malaysia. Therefore, it must be good quality and competitive organization in maintaining customer satisfaction and further needs to improve the effectiveness and efficiency of the organization. At the same time, as we all know that the requirements and higher customer expectations, it is different from the past (Rogerio & Zulema, 2002). This is a very great challenge to all sectors.(责任编辑:BUG)


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