The growth of the informal sector in spite of alarming constraints is an appeal to the role which they continue to play in creation of employment opportunities in the fast growing urban sector. In the present shoe shine enterprises scenario, service quality is a vital competitive advantage to maintain customer support and build great base for the enterprise. However, customer loyalty is little known and these categories of enterprise continue to be marginalized. This study examined the influence of customer perceived service quality indicators on loyalty in the shoe shine enterprises in Eldoret town Kenya. The objectives of this study were to; determine the effect of core service on customer loyalty, examine the influence of the human element of service delivery on customer loyalty, examine how systemization of service delivery influence customer loyalty, assess the effect of tangible of a service on customer loyalty and investigate the influence of shoe shine enterprises social responsibility practices on customer loyalty. The study was based on the SERVQUAL model. The research design was survey.
In today’s competitive environment delivering high quality service is the key for sustainable competitive advantage. Customer’s satisfaction does have a positive effect on an organization’s profitability. The development and improvement of service quality in banking services is a concern of society from year to year. This can be seen increasing competition in service quality in banking. Quality of care is a top priority in creating customer satisfaction. The bank managers should consider which dimensions of the service quality is most important and has to evaluate the level of its service quality frequently. Hence, it is important for the bank managers to seriously recognize the importance of bank service improvement for their business. The main point to be discussed here is how banks can measure frequently its effectiveness of quality service provision from the eyes of its customers.
Quality is a determinant factor for the long term success of firms. It is also important in service industries as it is highly related with customer satisfaction at each step in the process. Quality in healthcare thus needs much attention as it is a work of life perpetuation. In Ethiopian healthcare sector, there is a responsiveness problem. Due to this, it is common to hear customer complaints in hospitals and the complaints regarding the delay and service quality are aggravating. This book examines service quality of Tikur Anbessa Hospital under the light of quality concepts and proposes solutions which are helpful in minimizing the core problems.
This book is a step towards the standardizing the quality of airline services. This book presents Airline Service Quality Index, which is a tool for measuring the quality of services provided by Full Service Carriers (FSC) from the perspective of Indian airlines but can be replicated to other airlines as well. Airline service quality can facilitate the decision makers or industry professionals to understand the market sentiments and develop the market strategies. It can also help in branding and Business Development. Similarly, this tool can be extended for measuring service quality index of International airline as well as for the domestic airlines. This work can also used for teaching and further research. This effort will prove to be constructive for the wide range of stakeholders from aviation industry like airline operators, Regulatory Bodies, International agencies like IATA, Consultants, Professors, students etc.
The book “Service Quality in Retail Banking in Jharkhand state” is the pilot research of academic project which explains the identification and review of the key dimensions of service quality in retail banking and to find out ways for the improvement of service quality of these banks. It consists of brief description of key dimensions of banking services which measures the quality of services provided by major commercial banks in Jharkhand state.
This study seeks to develop strategies for an Enterprise Mobility Solutions Provider. It seeks to understand the forces in the Enterprise Mobility Solutions Industry, new markets to enter and frames recommendations for such a company. Following these recommendations would ensure that the company develops the required resources and competencies to sustain in the market. Strategy making is done using the Delta model and seeks to address the issues of customer bonding, financial aspects of resource allocation and execution which includes monitoring progress. In the absence of literature that addresses the key issues faced by such companies, the study is an important contribution to theory on mobile business management.
One important aspect that must be seen and proven is the effort and commitment of the higher education institutions to review regularly the quality of their services given to the students. It is high time to know the current status and level of service quality in different colleges/faculties/ schools of university of Gondar. The questions about the performance of service quality must be answered. According to some scholars, the strategic success of a service organization depends on its ability to consistently meet or exceed customer service expectations. The aim of this study was to examine perception of service quality, expectation of service quality and service gap from students'' perspective using modified SERVQUAL instrument in the five colleges/faculties/ schools in the University of Gondar.It is important that colleges/faculties/ schools measure service quality and use the tools of continuous improvement. Therefore, the outcome of the study will be useful for the management and staffs of colleges/faculties/ schools in higher institutions to continuously improve the service quality. The results of the improvement effort finally will benefit the students as well.
In virtually any field of endeavour today access to information is a pre-requisite for success. Libraries form the repositories of information with user friendliness as their mission. There is, therefore a need for new ways to evaluate library performance. User satisfaction is an important measure of service quality in libraries. User perceptions about academic libraries seem to have been largely ignored by library management in developing countries. The assessment of service quality from the user perspective provides an important feedback for libraries to assess and improve their services. This book based on a research conducted at the University of Colombo is an attempt to assess the service quality of University libraries from the user perspectives. The book incorporates facts on the theories and applications of service quality models including SERVQUAL, factors affecting service quality, predictors of service quality and the analysis of service quality gaps. The author hopes that the book will help shed light on the important aspect of service quality in academic libraries and prove useful to Librarians, researchers and administrators in the higher education sector.
This study intended to investigate the effects of service quality, service features, and customer complaint handling on overall customer satisfaction in retail banking industry of Shiraz City. The conceptual framework presented in this study is employed to identify the contribution of service quality, service features, and customer complaint handling to overall customer satisfaction. The results of this study revealed that service quality and service features are significantly and positively associated with customer satisfaction while the third predictor variable of this study which is customer complaint handling has no significant association with customer satisfaction. Furthermore, findings from this study showed that the five dimensions of service quality are all significantly associated with customer satisfaction except for the responsiveness dimension. In other words, reliability, empathy, assurance, and tangibles are the most significant dimensions of service quality contributing to overall customer satisfaction respectively.
A guide to designing and implementing VPLS services over an IP/MPLS switched service provider backbone Today's communication providers are looking for convenience, simplicity, and flexible bandwidth across wide area networks-but with the quality of service and control that is critical for business networking applications like video, voice and data. Carrier Ethernet VPN services based on VPLS makes this a reality. Virtual Private LAN Service (VPLS) is a pseudowire (PW) based, multipoint-to-multipoint layer 2 Ethernet VPN service provided by services providers By deploying a VPLS service to customers, the operator can focus on providing high throughput, highly available Ethernet bridging services and leave the layer 3 routing decision up to the customer. Virtual Private LAN Services (VPLS) is quickly becoming the number one choice for many enterprises and service providers to deploy data communication networks. Alcatel-Lucent VPLS solution enables service providers to offer enterprise customers the operational cost benefits of Ethernet with the predictable QoS characteristics of MPLS. Items Covered: Building Converged Service Networks with IP/MPLS VPN Technology IP/MPLS VPN Multi-Service Network Overview Using MPLS Label Switched Paths as Service Transport Tunnels Routing Protocol Traffi c Engineering and CSPF RSVP-TE Protocol MPLS Resiliency – Secondary LSP MPLS Resiliency – RSVP-TE LSP Fast Reroute Label Distribution Protocol IP/MPLS VPN Service Routing Architecture Virtual Leased Line Services Virtual Private LAN Service Hierarchical VPLS High Availability in an IP/MPLS VPN Network VLL Service Resiliency VPLS Service Resiliency VPLS BGP Auto-Discovery PBB-VPLS OAM in a VPLS Service Network
A guide to designing and implementing VPLS services over an IP/MPLS switched service provider backbone. Today's communication providers are looking for convenience, simplicity, and flexible bandwidth across wide area networks-but with the quality of service and control that is critical for business networking applications like video, voice and data. Carrier Ethernet VPN services based on VPLS makes this a reality. Virtual Private LAN Service (VPLS) is a pseudowire (PW) based, multipoint-to-multipoint layer 2 Ethernet VPN service provided by services providers By deploying a VPLS service to customers, the operator can focus on providing high throughput, highly available Ethernet bridging services and leave the layer 3 routing decision up to the customer. Virtual Private LAN Services (VPLS) is quickly becoming the number one choice for many enterprises and service providers to deploy data communication networks. Alcatel-Lucent VPLS solution enables service providers to offer enterprise customers the operational cost benefits of Ethernet with the predictable QoS characteristics of MPLS. Items Covered: - Building Converged Service Networks with IP/MPLS VPN Technology; - IP/MPLS VPN Multi-Service Network Overview; - Using MPLS Label Switched Paths as Service Transport Tunnels; - Routing Protocol Traffi c Engineering and CSPF; - RSVP-TE Protocol; - MPLS Resiliency - Secondary LSP; - MPLS Resiliency - RSVP-TE LSP Fast Reroute; - Label Distribution Protocol; - IP/MPLS VPN Service Routing Architecture; - Virtual Leased Line Services; - Virtual Private LAN Service; - Hierarchical VPLS; - High Availability in an IP/MPLS VPN Network; - VLL Service Resiliency; - VPLS Service Resiliency; - VPLS BGP Auto-Discovery; - PBB-VPLS; - OAM in a VPLS Service Network.
This book contains the proceedings of the international workshop “Designing and Building with Ultra-High Performance Fibre-Reinforced Concrete (UHPFRC): State of the Art and Development”, organized by AFGC, the French Association for Civil Engineering and French branch of fib, in Marseille (France), November 17-18, 2009. This workshop was focused on the experience of a lot of recent UHPFRC realizations. Through more than 50 papers, this book details the experience of many countries in UHPFRC construction and design, including projects from Japan, Germany, Australia, Austria, USA, Denmark, the Netherlands, Canada… and France. The projects are categorized as novel architectural solutions, new frontiers for bridges, new equipments and structural components, and extending the service life of structures. The last part presents major research results, durability and sustainability aspects, and the updated AFGC Recommendations on UHPFRC.
The Research Book focuses on developing two models viz: SQM (Service Quality Management) & TQM (Total Quality Management). Based on Primary & Secondry research a set of factors have been identified for both the models & an instrument has been developed for two Service Sectors viz:(i) Management Education Institutes & (ii) Hotels. Two different & unrelated service industries are taken up to highlight how service quality factors are similar in different Services. The Study highlights the importance of quantifying service quality. It identifies the important & dominant factors in Quality management practices in Service Industries both from Customer''s perspective (SQM) & Service provider''s perspective (TQM). The Model will help in the management decision making process by identifying areas of concern for successful implementation of Quality management practices. The research work can be used as a reference guide by the Service industries aspiring to implement Quality practices within the constraints of our environment / society. The study can form a base for academicians & researchers for further advanced studies in Service Industries.
Service-Oriented Architecture has emerged as an architectural style to foster enterprise interoperability, as it claims to facilitate the flexible composition of loosely-coupled enterprise applications and thus alleviates the heterogeneity problem among enterprises. Meanwhile, Model-Driven Architecture aims at facilitating the development of distributed application functionality, independent from its implementation using a specific technology platform and thus contributes to deployment in different platforms. This book discusses the usability of using model-driven transformation techniques to service composition by transforming service choreography to a set of service orchestration(s). As a proof-of-concept, the book presents the transformation from Web Service Choreography Description Language to Web Service Business Process Execution Language using model-driven transformation techniques. The proof-of-concept shows that the service composition process can be accelerated by using model-driven transformation techniques.
Tap the power of Big Data with Microsoft technologies Big Data is here, and Microsoft's new Big Data platform is a valuable tool to help your company get the very most out of it. This timely book shows you how to use HDInsight along with HortonWorks Data Platform for Windows to store, manage, analyze, and share Big Data throughout the enterprise. Focusing primarily on Microsoft and HortonWorks technologies but also covering open source tools, Microsoft Big Data Solutions explains best practices, covers on-premises and cloud-based solutions, and features valuable case studies. Best of all, it helps you integrate these new solutions with technologies you already know, such as SQL Server and Hadoop. Walks you through how to integrate Big Data solutions in your company using Microsoft's HDInsight Server, HortonWorks Data Platform for Windows, and open source tools Explores both on-premises and cloud-based solutions Shows how to store, manage, analyze, and share Big Data through the enterprise Covers topics such as Microsoft's approach to Big Data, installing and configuring HortonWorks Data Platform for Windows, integrating Big Data with SQL Server, visualizing data with Microsoft and HortonWorks BI tools, and more Helps you build and execute a Big Data plan Includes contributions from the Microsoft and HortonWorks Big Data product teams If you need a detailed roadmap for designing and implementing a fully deployed Big Data solution, you'll want Microsoft Big Data Solutions.