Inlämning av Examensarbete / Submission of Thesis

Mohammad Rafiqul Islam , pp. 219. MAM/Sektionen för Management, 2005.

The work

Författare / Author: Mohammad Rafiqul Islam
mba_bth@yahoo.ca
Titel / Title: A Context Analysis of Customer satisfaction in Services
Abstrakt Abstract:

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

Ämnesord / Subject: Företagsekonomi - Business Administration\Marketing
Företagsekonomi - Business Administration\Management Control
Företagsekonomi - Business Administration\Organization
Nyckelord / Keywords: Service Value Chain (SVC), Service profit chain(SPC)Service-goods continuum (SGC), Service Quality Model(SQM), Conceptual Model of service quality(CMOSQ)

Publication info

Dokument id / Document id:
Program:/ Programme Business Administration
Registreringsdatum / Date of registration: 12/20/2005
Uppsatstyp / Type of thesis: D-Uppsats/Magister/Master

Context

Handledare / Supervisor: Anders Hederstierna
anders.hederstierna@bth.se
Examinator / Examiner: Anders Hederstierna
Organisation / Organisation: Blekinge Institute of Technology
Institution / School: MAM/Sektionen för Management
S-372 25 Ronneby
+46 455 38 50 00

Files & Access

Bifogad uppsats fil(er) / Files attached: master's thesis_2005_bth.doc (6030 kB, öppnas i nytt fönster)