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 The Quality of Service Delivery and Customer Satisfaction. The practice and Case of Banking Industry
Наименование:

The Quality of Service Delivery and Customer Satisfaction. The practice and Case of Banking Industry

автор Habtamu M.A. издательство Книга по Требованию Экономическая теория
Cтраниц 88        мягкая обложка       
Аннотация:This book, therefore, demonstrates the technique to assess the quality of service delivery and customer' s satisfaction of bank industry. The author used descriptive survey research design to acquire pertinent and appropriate answers for the research questions. A total of 100 respondents were selected based on convenient sampling method and questionnaires were designed based on SERVQUAL model for measuring customer perceptions and expectations of service in five dimensions of service quality that consists of tangibles, reliability, responsiveness, assurance, and empathy. The data was analyzed by using descriptive statistics and SPSS version 16. By doing so and adjusting their service performances according to the expectations of their customers enable them to survive, compete and ultimately assist them to sustain in that business line. Those organizations providing service are demanded to assess frequently the quality of their service delivery. Currently, organizations are attempting to achieve increased customer satisfaction by focusing on the quality of the service being provided.
Автор: Habtamu M.A.
Издательство: Книга по Требованию
Год:2010
Цена:
2007 руб
Нет в наличии
Поиск: The Quality of Service Delivery and Customer Satisfaction. The practice and Case of Banking Industry


ДОСТИГ ЦЕЛИ, А СЧАСТЬЕ НЕ НАСТУПИЛО?


Сравнение директив безопасности

Для этого Управление государственной торговли Великобритании вместе с предприятиями и организациями выработало эталонную модель, в рамках которой возможна универсальная реализация процессов ИТ. Содержащаяся в своде правил I IL библиотека процессов предлагает практическую методологическую модель для внедрения стандартизированных процессов в управлении службами ИТ (I Service Ma ageme , I SM). Главные задачи — улучшение качества услуг ИТ для непрерывных процессов и обеспечение их экономической эффективности. Библиотека процессов делится на несколько разделов. Важнейшие базовые процессы описываются в разделах Service Delivery (доставка услуг) и Service Suppor (поддержка услуг). Теме безопасности ИТ отводится раздел Securi y Ma ageme (управление безопасностью). Управление безопасностью в соответствии с I IL преследует две крайне важные цели: выполнение требований по безопасности, содержащихся в соглашениях об уровне сервиса (Service Level Agreeme , SLA), и других внешних требований, следующих из договоров, законов и правил корпоративной безопасности (политики); создание определенной (не специфицированной более подробно) базовой защиты.
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