پایان نامه لاتین مدیریت
پایان نامه لاتین مدیریت”پایان نامه انگلیسی مدیریت”
پایان نامه لاتین تجزیه و تحلیل رضایت مشتری در زمینه خدمات
A Context Analysis of Customer satisfaction in Services
بخشهایی از فایل دانلود را در زیر مطالعه کنید”
The purpose of this thesis is to examine selected elements, which have influence on customer satisfaction in services. The investigation is conducted bot from a theoretical and empirical point of view. The theoretical analysis considers four dimensions. The first dimension is concerned with the service company’s internal services, which have an indirect influence on the overall customer satisfaction. It focuses on internal services which involves an analysis of operations, processes, and activities which influence the behavior of employees within service companies, e.g. internal marketing decision making processes, management styles, communication patterns, empowerment, and employee motivation.
The second dimension deals with the external value and therewith the relation between service providers and their customers. It focuses on issues of strategic service marketing relating to customer satisfaction, e.g. service marketing mix, service delivery, and service encounter. The third dimension takes the concept of service quality into account which corresponds to the level of customer satisfaction. Service quality is determined by the following criteria.
- Analogy between the customer’s expectation and his actual perception of the service performance.
- The service company’s knowledge of their customer’s needs and expectations.
- Creation and implementation of service quality standards in line with customer’s expectations.
- The match between intended and actual service delivery.
- Analogy between the service company’s image and the actual service performance.
مشخصات فایل:
word با قابلیت ویرایش ،پرینت و کپی
قیمت : ۹۹۰۰ تومان
جهت پرداخت آنلاین و دانلود بلافاصله بر روی عکس زیر کلیک کنید
تذکر مهم : ایمیل را در هنگام پرداخت صحیح وارد کنید چون علاوه بر دانلود مستقیم و مشاهده لینک دانلود بعد از پرداخت لینک دانلود به ایمیل ارسال میشود سعی شود از یاهو میل یا جیمیل استفاده کنید