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Service Level Quality - standards, measures, monitoring and enhancing : an overview (MBA Operations)

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MBA Project ID: 500
MBA Project Name: Service Level Quality - standards, measures, monitoring and enhancing : an overview (MBA Operations)
MBA Category: MBA Operations
Project Abstract:
It is harder for service companies to establish standard service quality corresponding needs and expectations of consumers than it is the case with production companies, all due to specific character of services. Consumers also have difficulties to evaluate the quality of services. That is why this paper indicates the need of the company to understand the idea of the service quality and dimensions that define it. Also, it implies the ways to measure the service quality and the reasons it is necessary to do so. The aim of this study is to emphasize the importance of service quality in accomplishing customer satisfaction and, consequently profitable operation of companies. This study pointed at assessing of service quality measurements at retail customers. The reason for this study was to discover how customer sees the quality in a store. A survey of 150 customers was taken to evaluate the service quality according to RSQS which composes of 6 dimensions namely Physical Look, Convenience, Reliability, Personal Interaction, Problem Solving Solution, and General Policy part of SERVQUAL.
Project Report: 63 Pages
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