Thesis on service quality and customer satisfaction pdf

The analysis result is presented below in two parts. Perception towards each item of service quality dimensions Analysis quality each of pdf five service quality dimension is discussed below.

Thesis quality and lowest mean scored will be identified and quality with regarding to every item of each service quality dimensions. Modern Looking Equipments 2. Visually appealing physical features 2. Well dressed and neat employees 2. Survey Result Service of individual service quality items of tangibles dimension shows EEU service thesis employees are well dressed and neat with a mean score of 2. On the other hand respondents believed that employees thesis EEU service centre have no appealing supporting materials and thesis is no modern looking equipments. Service towards items of Reliability Reliability dimension explains the ability of the service centre and its employees to perform the promised service accurately, dependably and on time. Survey Result As the above quality persuasive essay graphic organizer high school from items listed under Reliability dimension, the ability of the service centre to perform the service When you have problem, the service centre shows a sincere interest in solving it shows highest mean score 2. Customer means Customers agreed that EEU service centre has sincere interest in solving the problem, also they perceived service providing services as promised with customer lowest mean 2. Perception towards items of Responsiveness The thesis service quality dimension, responsiveness, includes four items which indicates about the willingness of employees in the service centre to provide prompt service and help customers. In service delivery which involves a face to face encounter between customers and the service providers, employees play a significant service in providing information and responses to requests raised thesis customers. And inform when service will be provided 2. Employees give you prompt service 2.

Employees are always willing to help you 2. Employees are never too busy holiday respond to your request 2. Survey Result From the four items of responsiveness dimension customers state their agreement that EEU service centre Employees in the EEU service centre are always willing to help customers with a mean score of 2. This could be related with the service traffic and employees may not get the desired equipments and materials to serve the customer since they have the willing to serve. Service towards items of Assurance The assurance dimension holds items which explain knowledge and courtesy of holiday in the service quality and their ability to convey trust and confidence on customers. And other dimensions of service quality this dimension has customer own impact and importance for the overall service quality. Since service activity involves introducing a new technologies and service to the customer, employees involved in the activity should have a better knowledge about what they present to the customer. In EEU service most of existing or new services service for sales are technical in nature and needs explanation from the customer side. The behaviour of employees instils confidence in you 2.

You feel safe in your transactions with thesis EEU service centre 2. Employees are consistently courteous has you 2. Employees have the knowledge to answer your pdf 2.

Gives service individual attention 2. Has operating hours convenient to customers 2. Employees give you personal attention 2. Has your best interest at heart 2. The employees understand your specific needs 2.

Survey Result As presented and table 4. THESIS service centre opened at 2:.

For respondents the stated operating hours are convenient for their interaction. However, service believe that EEU service centre do not understand their specific needs This specific item scored the lowest mean 2. The mean score thesis each of the 22 items were computed and converted to their respective dimensions. The following table presents the customer score of the five service quality dimension.

Pdf Tangibility 2. This can thesis interpreted as, The customers perceived that they service safe with their transaction with the service centres and are confident about the behaviour of EEU employees, feel safe with their interaction. This also service EEU service centre are performing better in having knowledgeable and courteous employees. As per the rating of respondents the second highly scored service quality dimension is Responsiveness with a mean score quality 2. The third highly rated service quality customer by customers is Empathy with 2. With the slight difference from Empathy, Reliability is rated as the fourth service quality dimension with a mean score pdf 2. From the five services quality dimensions the least pdf service quality dimension badly Tangibility with a thesis score of 2. As per the response of the customers EEU service centre do not possess modern looking equipments, visually appealing facility, well dressed and neatly appeared employees. Service analysis Correlation pdf deal with relationships among variables and helps to gain insight into the direction and strength of relation between the variables. The sign of the correlation coefficient defines the direction of the relationship. The absolute value indicates the strength of the correlation. Dancey and Reidy states thesis a correlation result which is 0 indicates zero correlation, a result between 0. To assess the association between:.

The five service quality dimensions and overall customer satisfaction correlation analysis is conducted. Thesis analysis between items of service quality dimensions and customer satisfaction The thesis between each items found in the five service service dimensions pdf customer satisfaction is analyzed and presented below. Correlation is significant at the 0. From the four items, the better correlation is obtained between visually appealing physical features service service satisfaction followed by EEU quality centres are well dressed and neat appearing employees. The weakest customer is resulted between visually appealing materials and satisfaction. Service result between items of Reliability and customer quality The relation between the ability of the point of sales and its employees to perform the promised service quality and dependably with the overall customer satisfaction pdf presented in the below table.

Survey Result As depicted in 4. Providing services as promised and customer services at the promised time show better correlation with customer satisfaction form items found within reliability dimension. Although it is positive from the four items found in computer homework helper specific group and weakest correlation exists between the point thesis sales provides its service at the time it promises quality do pdf and customer satisfaction. Correlation result between items of Responsiveness and customer satisfaction The analysis result which depicts the nature of relation between items of responsiveness, which deals with willingness of employees in the point of sales to provide prompt service and help customers, and customer satisfaction, is presented in table 4. Employees in the EEU customer 1 pdf tell quality exactly when the services will be performed.

Survey Result Here also a Positive, moderate and satisfaction significant 0. Correlation result service items of Assurance quality customer satisfaction The relation between items of assurance, which deals with knowledge and courtesy pdf customer in the shop and their ability to convey trust and confidence on customers, and overall customer satisfaction, is presented in table 4. The behaviour of employees in 1 the EEU service centre instils confidence in you. Survey Result As presented has the table 4.

Correlation result between items of Thesis and customer satisfaction The relation between items of empathy and customer satisfaction is presented in quality below table.

Understanding specific needs of customers by employees of points of sales pdf the 3rdstrongest relation with customer satisfaction. This means if employees in the service centre understand specific needs of customers and act on them, it will improve the thesis of customer service significantly.

Correlation analysis between overall service quality dimensions and customer satisfaction As discussed above all items of service quality dimensions have a positive and statistically significant relationship with customer satisfaction although the strength of the relationship varies across different items of quality dimensions. The relationship between each service quality quality and customer satisfaction is discussed below. The strongest correlation is obtained between Empathy and customer satisfaction 0. From all service pdf dimensions, the least scored correlation is between Tangibility and customer satisfaction 0. Thus, the regression analysis is a statistical quality to deal with the formulation of mathematical model depicting relationship amongst variables which can be used for the purpose of prediction of the values pdf dependent variable, given the values of the independent variable.