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Federal Agency Customer Experience Act of 2018 : report (to accompany H.R. 2846) (including cost estimate of the Congressional Budget Office)
| Federal Agency Customer Experience Act of 2018 : report (to accompany H.R. 2846) (including cost estimate of the Congressional Budget Office) |
| Pubbl/distr/stampa | [Washington, D.C.] : , : [U.S. Government Publishing Office], , [2018] |
| Descrizione fisica | 1 online resource (10 pages) |
| Collana | Report / 115th Congress, 2d session, House of Representatives |
| Soggetto topico |
Administrative agencies - Customer services - United States
Customer services - Law and legislation - United States Customer services - United States - Evaluation Government accountability - United States Administrative agencies - Customer services Customer services - Evaluation Customer services - Law and legislation Government accountability |
| Soggetto genere / forma | Legislative materials. |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Altri titoli varianti | Federal Agency Customer Experience Act of 2018 |
| Record Nr. | UNINA-9910711680403321 |
| [Washington, D.C.] : , : [U.S. Government Publishing Office], , [2018] | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Measuring customer satisfaction [[electronic resource] /] / Richard F. Gerson
| Measuring customer satisfaction [[electronic resource] /] / Richard F. Gerson |
| Autore | Gerson Richard F |
| Pubbl/distr/stampa | Menlo Park, Calif., : Crisp Publications, c1993 |
| Descrizione fisica | 1 online resource (126 p.) |
| Disciplina | 658.8/12 |
| Collana | Fifty-Minute series |
| Soggetto topico |
Consumer satisfaction
Customer services - Evaluation |
| Soggetto genere / forma | Electronic books. |
| ISBN | 1-4175-2207-0 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
""INTRODUCTION""; ""PART I Customer Satisfaction""; ""WHAT IS CUSTOMER SATISFACTION?""; ""Satisfied Customers Buy More, and More Often""; ""WHICH IS MORE IMPORTANT: QUALITY, SERVICE, SATISFACTION OR RETENTION?""; ""What Gets Measured Gets Done""; ""Defining Customer Satisfaction""; ""Defining Quality""; ""THE COSTS OF POOR SERVICE AND POOR QUALITY""; ""THE COST OF POOR QUALITY""; ""THE RELATIONSHIP AMONG QUALITY, SERVICE AND SATISFACTION""; ""DEVELOPING A CUSTOMER SERVICE SYSTEM""; ""Step 1: Total Management Commitment""; ""Step2: Know your customers (intimately)""
""Step 3: Develop Standards of Service Quality Performance""""Step 4: Hire, Train and Compensate Good Staff""; ""Step 5: Reward Service Quality Accomplishments""; ""Step 6: Stay Colse To Your Customers""; ""Step 7: Work Toward Continuous Improvement""; ""FIVE TECHNIQUES TO IMPLEMENT SUPERIOR SERVICE QUALITY""; ""PART II Measuring Quality and Customer Satisfaction""; ""WHY WE MEASURE QUALITY AND CUSTOMER SATISFACTION""; ""Reason #1: To Learn About Customer Percepations""; ""Reason #2: To Determine Customer Needs, Wants, Requrements and Expectarions""; ""Reason #3: To Close the Gaps"" ""Reason #4: To Inspect What You Expect In Order to Impove Service and Customer Satisfaction""""Reason #3: Because IMproved Performance Leads to Increased Profits""; ""Reason #6: To Learn How You Are Doing and Where You Go From Here""; ""Reason #7: To Apply the Process of Continuous Improvement""; ""THE BENEFITS OF MEASURING QUALITY AND CUSTOMER SATISFACTION""; ""A FINAL THOUGHT ON MEASURING QUALITY AND CUSTOMER SATISFACTION""; ""TOOLS FOR MEASURING QUALITY""; ""Tool #1: Check Sheets""; ""Tool #2: Pareto Charts""; ""Tool #3: Histograms""; ""Tool #4: Scatter Digrams (Correlation Diagrams)"" ""Tool #5: Cause-and-Effect Diagram""""Tool #6: Graph, Control and Run Charts""; ""Tool #7: Stratification""; ""OTHER MEASUREMENT TECHNIQUES""; ""Benchmarking""; ""Brainstroming""; ""Force Field Analysis""; ""Folwcharting""; ""THE WHY AND HOW OF QUALITY IMPROVEMENT AND CUSTOMER SATISFACTION""; ""ONE LAST THOUGHT ABOUT MEASURING QUALITY""; ""PART III Researching Customer Satisfaction""; ""RESEARCH METHODS""; ""Secondary Data""; ""Primary Data""; ""Qualitative Research""; ""Quantitative Research""; ""Sampling""; ""Research Design: An Example""; ""DATA COLLECTION TECHNIQUES"" ""QUESTIONNAIRES AND SURVEYS""""Format and Layout""; ""Question Construction""; ""Survey Question Responses""; ""Make It Easy On Yourself""; ""TELEPHONE SURVEYS""; ""Using Telephone Surveys Successfully""; ""Analyzing the Telephone Survey""; ""Something to Think About""; ""PERSONAL INTERVIEWS""; ""FOCUS GROUPS""; ""REPORTING TECHNIQUES""; ""Cusatomer Satisfaction Index (CSI)""; ""Service QualityMeasurment System (SQMS)""; ""Customer Report Card""; ""Service Standard of Performance (SOP)""; ""Customer Satisfaction Bachmacking""; ""Attribute Ratings nad Perceptual Maps"" ""SUMMARY OF CUSTOMER SATISFACTION MEASUREMENT TECHNIQUES"" |
| Record Nr. | UNINA-9910455376403321 |
Gerson Richard F
|
||
| Menlo Park, Calif., : Crisp Publications, c1993 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Measuring customer satisfaction [[electronic resource] /] / Richard F. Gerson
| Measuring customer satisfaction [[electronic resource] /] / Richard F. Gerson |
| Autore | Gerson Richard F |
| Pubbl/distr/stampa | Menlo Park, Calif., : Crisp Publications, c1993 |
| Descrizione fisica | 1 online resource (126 p.) |
| Disciplina | 658.8/12 |
| Collana | Fifty-Minute series |
| Soggetto topico |
Consumer satisfaction
Customer services - Evaluation |
| ISBN | 1-4175-2207-0 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
""INTRODUCTION""; ""PART I Customer Satisfaction""; ""WHAT IS CUSTOMER SATISFACTION?""; ""Satisfied Customers Buy More, and More Often""; ""WHICH IS MORE IMPORTANT: QUALITY, SERVICE, SATISFACTION OR RETENTION?""; ""What Gets Measured Gets Done""; ""Defining Customer Satisfaction""; ""Defining Quality""; ""THE COSTS OF POOR SERVICE AND POOR QUALITY""; ""THE COST OF POOR QUALITY""; ""THE RELATIONSHIP AMONG QUALITY, SERVICE AND SATISFACTION""; ""DEVELOPING A CUSTOMER SERVICE SYSTEM""; ""Step 1: Total Management Commitment""; ""Step2: Know your customers (intimately)""
""Step 3: Develop Standards of Service Quality Performance""""Step 4: Hire, Train and Compensate Good Staff""; ""Step 5: Reward Service Quality Accomplishments""; ""Step 6: Stay Colse To Your Customers""; ""Step 7: Work Toward Continuous Improvement""; ""FIVE TECHNIQUES TO IMPLEMENT SUPERIOR SERVICE QUALITY""; ""PART II Measuring Quality and Customer Satisfaction""; ""WHY WE MEASURE QUALITY AND CUSTOMER SATISFACTION""; ""Reason #1: To Learn About Customer Percepations""; ""Reason #2: To Determine Customer Needs, Wants, Requrements and Expectarions""; ""Reason #3: To Close the Gaps"" ""Reason #4: To Inspect What You Expect In Order to Impove Service and Customer Satisfaction""""Reason #3: Because IMproved Performance Leads to Increased Profits""; ""Reason #6: To Learn How You Are Doing and Where You Go From Here""; ""Reason #7: To Apply the Process of Continuous Improvement""; ""THE BENEFITS OF MEASURING QUALITY AND CUSTOMER SATISFACTION""; ""A FINAL THOUGHT ON MEASURING QUALITY AND CUSTOMER SATISFACTION""; ""TOOLS FOR MEASURING QUALITY""; ""Tool #1: Check Sheets""; ""Tool #2: Pareto Charts""; ""Tool #3: Histograms""; ""Tool #4: Scatter Digrams (Correlation Diagrams)"" ""Tool #5: Cause-and-Effect Diagram""""Tool #6: Graph, Control and Run Charts""; ""Tool #7: Stratification""; ""OTHER MEASUREMENT TECHNIQUES""; ""Benchmarking""; ""Brainstroming""; ""Force Field Analysis""; ""Folwcharting""; ""THE WHY AND HOW OF QUALITY IMPROVEMENT AND CUSTOMER SATISFACTION""; ""ONE LAST THOUGHT ABOUT MEASURING QUALITY""; ""PART III Researching Customer Satisfaction""; ""RESEARCH METHODS""; ""Secondary Data""; ""Primary Data""; ""Qualitative Research""; ""Quantitative Research""; ""Sampling""; ""Research Design: An Example""; ""DATA COLLECTION TECHNIQUES"" ""QUESTIONNAIRES AND SURVEYS""""Format and Layout""; ""Question Construction""; ""Survey Question Responses""; ""Make It Easy On Yourself""; ""TELEPHONE SURVEYS""; ""Using Telephone Surveys Successfully""; ""Analyzing the Telephone Survey""; ""Something to Think About""; ""PERSONAL INTERVIEWS""; ""FOCUS GROUPS""; ""REPORTING TECHNIQUES""; ""Cusatomer Satisfaction Index (CSI)""; ""Service QualityMeasurment System (SQMS)""; ""Customer Report Card""; ""Service Standard of Performance (SOP)""; ""Customer Satisfaction Bachmacking""; ""Attribute Ratings nad Perceptual Maps"" ""SUMMARY OF CUSTOMER SATISFACTION MEASUREMENT TECHNIQUES"" |
| Record Nr. | UNINA-9910780453303321 |
|
Gerson Richard F
|
||
| Menlo Park, Calif., : Crisp Publications, c1993 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Measuring customer satisfaction / / Richard F. Gerson
| Measuring customer satisfaction / / Richard F. Gerson |
| Autore | Gerson Richard F |
| Pubbl/distr/stampa | Menlo Park, Calif., : Crisp Publications, c1993 |
| Descrizione fisica | 1 online resource (126 p.) |
| Disciplina | 658.8/12 |
| Collana | Fifty-Minute series |
| Soggetto topico |
Consumer satisfaction
Customer services - Evaluation |
| ISBN | 1-4175-2207-0 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
""INTRODUCTION""; ""PART I Customer Satisfaction""; ""WHAT IS CUSTOMER SATISFACTION?""; ""Satisfied Customers Buy More, and More Often""; ""WHICH IS MORE IMPORTANT: QUALITY, SERVICE, SATISFACTION OR RETENTION?""; ""What Gets Measured Gets Done""; ""Defining Customer Satisfaction""; ""Defining Quality""; ""THE COSTS OF POOR SERVICE AND POOR QUALITY""; ""THE COST OF POOR QUALITY""; ""THE RELATIONSHIP AMONG QUALITY, SERVICE AND SATISFACTION""; ""DEVELOPING A CUSTOMER SERVICE SYSTEM""; ""Step 1: Total Management Commitment""; ""Step2: Know your customers (intimately)""
""Step 3: Develop Standards of Service Quality Performance""""Step 4: Hire, Train and Compensate Good Staff""; ""Step 5: Reward Service Quality Accomplishments""; ""Step 6: Stay Colse To Your Customers""; ""Step 7: Work Toward Continuous Improvement""; ""FIVE TECHNIQUES TO IMPLEMENT SUPERIOR SERVICE QUALITY""; ""PART II Measuring Quality and Customer Satisfaction""; ""WHY WE MEASURE QUALITY AND CUSTOMER SATISFACTION""; ""Reason #1: To Learn About Customer Percepations""; ""Reason #2: To Determine Customer Needs, Wants, Requrements and Expectarions""; ""Reason #3: To Close the Gaps"" ""Reason #4: To Inspect What You Expect In Order to Impove Service and Customer Satisfaction""""Reason #3: Because IMproved Performance Leads to Increased Profits""; ""Reason #6: To Learn How You Are Doing and Where You Go From Here""; ""Reason #7: To Apply the Process of Continuous Improvement""; ""THE BENEFITS OF MEASURING QUALITY AND CUSTOMER SATISFACTION""; ""A FINAL THOUGHT ON MEASURING QUALITY AND CUSTOMER SATISFACTION""; ""TOOLS FOR MEASURING QUALITY""; ""Tool #1: Check Sheets""; ""Tool #2: Pareto Charts""; ""Tool #3: Histograms""; ""Tool #4: Scatter Digrams (Correlation Diagrams)"" ""Tool #5: Cause-and-Effect Diagram""""Tool #6: Graph, Control and Run Charts""; ""Tool #7: Stratification""; ""OTHER MEASUREMENT TECHNIQUES""; ""Benchmarking""; ""Brainstroming""; ""Force Field Analysis""; ""Folwcharting""; ""THE WHY AND HOW OF QUALITY IMPROVEMENT AND CUSTOMER SATISFACTION""; ""ONE LAST THOUGHT ABOUT MEASURING QUALITY""; ""PART III Researching Customer Satisfaction""; ""RESEARCH METHODS""; ""Secondary Data""; ""Primary Data""; ""Qualitative Research""; ""Quantitative Research""; ""Sampling""; ""Research Design: An Example""; ""DATA COLLECTION TECHNIQUES"" ""QUESTIONNAIRES AND SURVEYS""""Format and Layout""; ""Question Construction""; ""Survey Question Responses""; ""Make It Easy On Yourself""; ""TELEPHONE SURVEYS""; ""Using Telephone Surveys Successfully""; ""Analyzing the Telephone Survey""; ""Something to Think About""; ""PERSONAL INTERVIEWS""; ""FOCUS GROUPS""; ""REPORTING TECHNIQUES""; ""Cusatomer Satisfaction Index (CSI)""; ""Service QualityMeasurment System (SQMS)""; ""Customer Report Card""; ""Service Standard of Performance (SOP)""; ""Customer Satisfaction Bachmacking""; ""Attribute Ratings nad Perceptual Maps"" ""SUMMARY OF CUSTOMER SATISFACTION MEASUREMENT TECHNIQUES"" |
| Record Nr. | UNINA-9910806149003321 |
|
Gerson Richard F
|
||
| Menlo Park, Calif., : Crisp Publications, c1993 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Measuring customer service effectiveness / / Sarah Cook
| Measuring customer service effectiveness / / Sarah Cook |
| Autore | Cook Sarah <1955-, > |
| Pubbl/distr/stampa | London : , : Routledge, , 2016 |
| Descrizione fisica | 1 online resource (162 pages) : illustrations |
| Disciplina | 658.8/12 |
| Soggetto topico |
Customer services - Quality control
Customer services - Evaluation Customer services - Management |
| ISBN |
1-315-24942-1
1-351-91900-8 1-351-91901-6 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | 1. The business case for measurement -- 2. Preparating to measure customer service -- 3. Qualitative customer service measurement methods -- 4. Quantitative research methods -- 5. Measuring internal service quality -- 6. Benchmarking -- 7. Analysing and communicating the results -- 8. Acting on results. |
| Record Nr. | UNINA-9910792997703321 |
|
Cook Sarah <1955-, >
|
||
| London : , : Routledge, , 2016 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Measuring customer service effectiveness / / Sarah Cook
| Measuring customer service effectiveness / / Sarah Cook |
| Autore | Cook Sarah <1955-, > |
| Pubbl/distr/stampa | London : , : Routledge, , 2016 |
| Descrizione fisica | 1 online resource (162 pages) : illustrations |
| Disciplina | 658.8/12 |
| Soggetto topico |
Customer services - Quality control
Customer services - Evaluation Customer services - Management |
| ISBN |
1-315-24942-1
1-351-91900-8 1-351-91901-6 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | 1. The business case for measurement -- 2. Preparating to measure customer service -- 3. Qualitative customer service measurement methods -- 4. Quantitative research methods -- 5. Measuring internal service quality -- 6. Benchmarking -- 7. Analysing and communicating the results -- 8. Acting on results. |
| Record Nr. | UNINA-9910807823203321 |
|
Cook Sarah <1955-, >
|
||
| London : , : Routledge, , 2016 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Oversight of customer service at the Office of Workers' Compensation Programs : hearing before the Subcommittee on Government Management, Information, and Technology of the Committee on Government Reform, House of Representatives, One Hundred Sixth Congress, first session, May 18, 1999
| Oversight of customer service at the Office of Workers' Compensation Programs : hearing before the Subcommittee on Government Management, Information, and Technology of the Committee on Government Reform, House of Representatives, One Hundred Sixth Congress, first session, May 18, 1999 |
| Pubbl/distr/stampa | Washington : , : U.S. Government Printing Office, , 2000 |
| Descrizione fisica | 1 online resource (iii, 364 pages) : illustrations |
| Disciplina | 368.4/1/00688 |
| Soggetto topico |
Workers' compensation - United States - Management
Customer services - United States - Evaluation Customer services Customer services - Evaluation Workers' compensation - Management |
| Soggetto genere / forma | Legislative hearings. |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Altri titoli varianti | Oversight of customer service at the Office of Workers' Compensation Programs |
| Record Nr. | UNINA-9910712096803321 |
| Washington : , : U.S. Government Printing Office, , 2000 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Service quality measurement [[electronic resource] ] : issues and perspectives / / L.L.R. Rodrigues ... [et al.]
| Service quality measurement [[electronic resource] ] : issues and perspectives / / L.L.R. Rodrigues ... [et al.] |
| Pubbl/distr/stampa | Hamburg, : Anchor Academic Pub., 2013 |
| Descrizione fisica | 1 online resource (82 p.) |
| Disciplina |
658.8
658.812 |
| Altri autori (Persone) | RodriguesL. L. R |
| Soggetto topico |
Consumer satisfaction - Evaluation
Customer services - Evaluation Service industries - Quality control |
| Soggetto genere / forma | Electronic books. |
| ISBN | 3-95489-552-8 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Service Quality Measurement: Issues and Perspectives; Acknowledgement; Synopsis; Introduction; Problem Statement; Research Methodology; Significance of this Research; Limitations and Scope for future Research; Conclusions; List of Figures; Contents; 1. Introduction; 1.1. The Background; 1.2. The SERVQUAL Metric; 1.3. The SERVPERF Metric; 1.4. Criticisms on SERVQUAL and SERVPERF; 1.5. The Problem Statement; 1.6. Objectives of the research; 1.7. Significance of this Research; 2. Literature Review; 2.1. Service Quality Research; 2.2. The Service Quality Models
2.2.1. Gronroos'' Service Quality Model2.2.2. SERVQUAL Model; 2.2.3. The SERVPERF Model; 2.2.4. The Three-Component Model; 2.2.5. The Multilevel Model; 2.3. Discussion on Service Quality Models; 2.4. Metric Development; 3. Structural Models, Hypothesis & The Metric; 3.1. Structural Model: Difference in SERVQUAL and SERVPERF based measurement of Service quality; 3.2. Research Hypothesis; 3.3. Metric Preparation; 4. Researvh Methodology; 4.1 Nature of Research and the Variables; 4.2 Research Framework; 4.4 Development of SERVQUAL/SERVPERF Metric; 4.5 Organizational Profile and Demographics 4.6 Reliability, Validity and Practicality4.6.1 Reliability of the Instrument; 4.6.2 Validity of the Instrument; 4.7 Practicality of the Instrument; 4.8 Data Collection Strategies; 4.9 Statistical Procedures; 4.10 Types of Data Analysis; 5. Analysis and Results; 5.1.Descriptive Statistics; 5.2.Reliability analysis; 5.3.Distribution Pattern; 5.4.Factor Analysis; 5.5.Comparisons of SERVQUAL and SERVPERF; 5.5.1. Department-wise Comparison; 5.5.1.1.Electronics Engineering Department; 5.5.1.2.Computer Science & Engineering Department; 5.5.1.3.Mechanical Engineering Department 5.5.2. Institution-wise Comparison5.5.3. Dimension-wise Comparison; 6. Findings, Implications & Conclusions; 6.1. Findings; 6.2. Implications; 6.3. Scope for future work; 6.4. Conclusions; References; Appendix I; Appendix - II; Appendix - III |
| Record Nr. | UNINA-9910463267103321 |
| Hamburg, : Anchor Academic Pub., 2013 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Service quality measurement [[electronic resource] ] : issues and perspectives / / L.L.R. Rodrigues ... [et al.]
| Service quality measurement [[electronic resource] ] : issues and perspectives / / L.L.R. Rodrigues ... [et al.] |
| Pubbl/distr/stampa | Hamburg, : Anchor Academic Pub., 2013 |
| Descrizione fisica | 1 online resource (82 p.) |
| Disciplina |
658.8
658.812 |
| Altri autori (Persone) | RodriguesL. L. R |
| Soggetto topico |
Consumer satisfaction - Evaluation
Customer services - Evaluation Service industries - Quality control |
| ISBN | 3-95489-552-8 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Service Quality Measurement: Issues and Perspectives; Acknowledgement; Synopsis; Introduction; Problem Statement; Research Methodology; Significance of this Research; Limitations and Scope for future Research; Conclusions; List of Figures; Contents; 1. Introduction; 1.1. The Background; 1.2. The SERVQUAL Metric; 1.3. The SERVPERF Metric; 1.4. Criticisms on SERVQUAL and SERVPERF; 1.5. The Problem Statement; 1.6. Objectives of the research; 1.7. Significance of this Research; 2. Literature Review; 2.1. Service Quality Research; 2.2. The Service Quality Models
2.2.1. Gronroos'' Service Quality Model2.2.2. SERVQUAL Model; 2.2.3. The SERVPERF Model; 2.2.4. The Three-Component Model; 2.2.5. The Multilevel Model; 2.3. Discussion on Service Quality Models; 2.4. Metric Development; 3. Structural Models, Hypothesis & The Metric; 3.1. Structural Model: Difference in SERVQUAL and SERVPERF based measurement of Service quality; 3.2. Research Hypothesis; 3.3. Metric Preparation; 4. Researvh Methodology; 4.1 Nature of Research and the Variables; 4.2 Research Framework; 4.4 Development of SERVQUAL/SERVPERF Metric; 4.5 Organizational Profile and Demographics 4.6 Reliability, Validity and Practicality4.6.1 Reliability of the Instrument; 4.6.2 Validity of the Instrument; 4.7 Practicality of the Instrument; 4.8 Data Collection Strategies; 4.9 Statistical Procedures; 4.10 Types of Data Analysis; 5. Analysis and Results; 5.1.Descriptive Statistics; 5.2.Reliability analysis; 5.3.Distribution Pattern; 5.4.Factor Analysis; 5.5.Comparisons of SERVQUAL and SERVPERF; 5.5.1. Department-wise Comparison; 5.5.1.1.Electronics Engineering Department; 5.5.1.2.Computer Science & Engineering Department; 5.5.1.3.Mechanical Engineering Department 5.5.2. Institution-wise Comparison5.5.3. Dimension-wise Comparison; 6. Findings, Implications & Conclusions; 6.1. Findings; 6.2. Implications; 6.3. Scope for future work; 6.4. Conclusions; References; Appendix I; Appendix - II; Appendix - III |
| Record Nr. | UNINA-9910787555303321 |
| Hamburg, : Anchor Academic Pub., 2013 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Service quality measurement : issues and perspectives / / L.L.R. Rodrigues ... [et al.]
| Service quality measurement : issues and perspectives / / L.L.R. Rodrigues ... [et al.] |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | Hamburg, : Anchor Academic Pub., 2013 |
| Descrizione fisica | 1 online resource (82 p.) |
| Disciplina |
658.8
658.812 |
| Altri autori (Persone) | RodriguesL. L. R |
| Soggetto topico |
Consumer satisfaction - Evaluation
Customer services - Evaluation Service industries - Quality control |
| ISBN | 3-95489-552-8 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Service Quality Measurement: Issues and Perspectives; Acknowledgement; Synopsis; Introduction; Problem Statement; Research Methodology; Significance of this Research; Limitations and Scope for future Research; Conclusions; List of Figures; Contents; 1. Introduction; 1.1. The Background; 1.2. The SERVQUAL Metric; 1.3. The SERVPERF Metric; 1.4. Criticisms on SERVQUAL and SERVPERF; 1.5. The Problem Statement; 1.6. Objectives of the research; 1.7. Significance of this Research; 2. Literature Review; 2.1. Service Quality Research; 2.2. The Service Quality Models
2.2.1. Gronroos'' Service Quality Model2.2.2. SERVQUAL Model; 2.2.3. The SERVPERF Model; 2.2.4. The Three-Component Model; 2.2.5. The Multilevel Model; 2.3. Discussion on Service Quality Models; 2.4. Metric Development; 3. Structural Models, Hypothesis & The Metric; 3.1. Structural Model: Difference in SERVQUAL and SERVPERF based measurement of Service quality; 3.2. Research Hypothesis; 3.3. Metric Preparation; 4. Researvh Methodology; 4.1 Nature of Research and the Variables; 4.2 Research Framework; 4.4 Development of SERVQUAL/SERVPERF Metric; 4.5 Organizational Profile and Demographics 4.6 Reliability, Validity and Practicality4.6.1 Reliability of the Instrument; 4.6.2 Validity of the Instrument; 4.7 Practicality of the Instrument; 4.8 Data Collection Strategies; 4.9 Statistical Procedures; 4.10 Types of Data Analysis; 5. Analysis and Results; 5.1.Descriptive Statistics; 5.2.Reliability analysis; 5.3.Distribution Pattern; 5.4.Factor Analysis; 5.5.Comparisons of SERVQUAL and SERVPERF; 5.5.1. Department-wise Comparison; 5.5.1.1.Electronics Engineering Department; 5.5.1.2.Computer Science & Engineering Department; 5.5.1.3.Mechanical Engineering Department 5.5.2. Institution-wise Comparison5.5.3. Dimension-wise Comparison; 6. Findings, Implications & Conclusions; 6.1. Findings; 6.2. Implications; 6.3. Scope for future work; 6.4. Conclusions; References; Appendix I; Appendix - II; Appendix - III |
| Record Nr. | UNINA-9910807432803321 |
| Hamburg, : Anchor Academic Pub., 2013 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
