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ABSTRACT
The concept of service quality which represents the services provided to the actual customers or
consumers of the organization.
Service quality is a measure of how well a delivered service matches the customers’ expectations.
Generally the customer is requesting a service at the service interface where the service encounter
is being realized, and then the service is being provided by the provider and in the same time
delivered to or consumed by the customer.
The study is based on the services provided by an organization. The study is about what kind of
services an organization provides to its internal and external customer for customer satisfaction.
So, that they may retain long term relationship with their customers.
The main reason to focus on quality is to meet customer needs while remaining economically
competitive in the same time. This means satisfying customer needs is very important for the
enterprises to survive. The outcome of using quality practices is:
Understanding and improving of operational processes
Identifying problems quickly and systematically
Establishing valid and reliable service performance measures
Measuring customer satisfaction and other performance outcomes
In this study we are using both the primary and the secondary data. Here primary data is
used to collect information from the respondents and secondary data to get basic information like
company profile, industry profile and review of literature.

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TABLE OF CONTENTS
CHAPTER
NO
CHAPTERS
PAGE
NO
ACKNOWLEDGEMENT
I
ABSTRACT
Ii
I
1.1 INTRODUCTION
2
1.1.1 INDUSTRY PROFILE
7
1.1.2 COMPANY PROFILE
11
1.1.3 NEED FOR THE STUDY
14
1.1.4 OBJECTIVES
15
1.1.5 SCOPE OF THE STUDY
16
II
2.1 LITERATURE SURVEY
2.1.1 REVIEW OF LITERATURE
18
III
3.1 METHODOLOGY
3.1.1 RESEARCH DESIGN
23
3.1.2 DATA SOURCES
23
3.1.3 RESEARCH INSTRUMENTS
24
3.1.4 ANALYTICAL TOOLS
26
3.1.5 LIMITATIONS
28
IV
4.1 DATA ANALYSIS AND INTERPRETATION
4.1 TABLES
30
4.2 CHARTS
30
4.3 STATISTICAL TOOLS
55
V
CONCLUSION
5.1 FINDINGS
69
5.2 SUGGESTIONS
70
5.3 CONCLUSION
71
APPENDIX
QUESTIONNAIRE
73
BIBLIOGRAPHY
76

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ABSTRACT The concept of service quality which represents the services provided to the actual customers or consumers of the organization. Service quality is a measure of how well a delivered service matches the customers’ expectations. Generally the customer is requesting a service at the service interface where the service encounter is being realized, and then the service is being provided by the provider and in the same time delivered to or consumed by the customer. The study is based on the services provided by an organization. The study is about what kind of services an organization provides to its internal and external customer for customer satisfaction. So, that they may retain long term relationship with their customers. The main reason to focus on quality is to meet customer needs while remaining economically competitive in the same time. This means satisfying customer needs is very important for the enterprises to survive. The outcome of using quality practices is: Understanding and improving of operational processes Identifying problems quickly and systematically Establishing valid and reliable service performance measures Measuring customer satisfaction and other performance outcomes In this study we are using both the primary and the secondary data. Here primary data is used to collect information from the respondents and secondary data to get basic information like company profile, industry profile and review of literature. TABLE OF CONTENTS CHAPTER ...
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