Customer service thesis
4, 2013 1 THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION Shahram Gilaninia1, Mohmmad Taleghani2, Mohammad Reza Khorshidi Talemi3*. Loyalty remains the key element. The company commissioned a customer satisfaction survey in order to give the company’s management a clear view of the company’s customer satisfaction level and help them with decision making and allocation of development funds. The finding of Mohammad and Alhamadani (2011), indicated that service quality is an important antecedent of customer satisfaction. Studies on service quality have focused on the banking industry (Khan & Fasih 2014; Kaura, et al. In doing so, a special emphasis is set on the different dimensions of the AIRQUAL model to find out which aspects of service quality are of greater importance up new opportunities concerning customer service. CSRs often-times are the only person that the customer may ever interact with and represent the face of the organization. The achievement of customer satisfaction leads to company loyalty and product repurchase The results of this study indicate that the internal customer satisfaction can be measured with three constructs, namely: service product, service delivery, and service environment. Key words: Customer Support Service, Relationship Marketing, Customer Loyalty 3 Acknowledgements We would like to thank our supervisor Prof. The Bureau of Labor Statistics projected (2015) customer service representative’s jobs as one of the fastest growing occupations and growth of 9. Customer service tus becomes a very important facet of a good business and of growing profits. This study will examine how virtual reality technology could be used to improve service delivery This essay looks into the jungle dense concept of customer retention from the perspective of customer service. (2007, 31) also point out that “the core view of this definition is that satisfaction covers both customers’ expectation and product as well. Kursunluoglu (2011) have explained that customer service is a significant concept in current business world as it is directly linked with the customer satisfaction, which is a critical success. Customer service is all about understanding customers and meeting their satisfaction providing a good service experience. Customer satisfaction and service quality are one of the basic opportunities which help to run, to improve business and profit of the company, and especial-ly save the loyalty of its customers. (1985) “found that service quality is significant predictor of customer satisfaction. Chatbots aren´t so frequent topic to study in the field of education and especially in university level. Customer satisfaction is the state of mind that customers have about a company when their expectations have been met or exceeded over the lifetime of the product or custom framing business plan service. The researchers have tried to investigate different factors which affect the. Hierin staan alle onderdelen in de juiste volgorde en wordt steeds uitgelegd wat je moet schrijven. Product matches customers’ expectation, the consumer is satisfied; if it exceeds them, the consumer is highly satisfied; if it falls short, the consumer is dissatisfied. And try to identify the problem hanging over the neck of providing quality service and recommends possible solution to the identified problems. It has been accepted for inclusion in Theses by an authorized administrator of RIT Scholar Works. Afterwards, the problem discussion will be presented which in turn will customer service thesis lead to the study’s purpose and research questions.. The achievement of customer satisfaction leads to company loyalty and product repurchase study on customer satisfaction creates new innovative ideas for companies to retain their customers and hold the company’s position in the market. The theory of customer service and satisfaction is about retaining customers. Muhammad Qasim & Mohammad Asadullah. , , airline industry 2012) (Lubbe, Douglas, & Zambellis, 2011),hotel industry (Marković, & Raspor Janković, 2013), educational. ThomasGolisanoCollege of Computing and Information Sciences May 2004 Rochester Institute of Technology. According to statistics, 3 of 5 Americans would try a different company for a better service experience and 7 out of 10 are willing to spend more with a. Most customer service representatives in telephone ordering will, in the future, field calls. Customers to know their satisfaction level. Good service is a result of organized corpo-rate culture, which can be considered as a kind of social culture in general. (Fakhruddin, 2017) As the ÖAMTC is the central focus of this thesis, the priority was to unveil the advantages and disadvantages of German-operating chatbots in service. The purpose of this study is to investigate if service quality influences the level of customer satisfaction in the airline industry. Thesis, Pages 24 (5816 words) Views 1793 ABSTRACT Customer satisfaction is important to the success of every business organization. 4 Scope of the study Companies, to provide quality service, must understand what aspect of their service satisfies the customer the most and what does not Key words: Customer Support Service, Relationship Marketing, Customer Loyalty 3 Acknowledgements We would like to thank our supervisor Prof.