Investigation of the factors that affect the service quality delivery implementation, benchmarking Translux and Greyhound using the Servqual model
M.B.A. === The aim of this study is to investigate the factors that affect the service quality delivery implementation, benchmarking Translux and Greyhound, using the SERVQUAL model. 4 1.3 Objectives The study has the following objectives: 1.3.1 to determine the different customer-orientated approac...
| Main Author: | |
|---|---|
| Published: |
2012
|
| Subjects: | |
| Online Access: | http://hdl.handle.net/10210/6207 |
| Summary: | M.B.A. === The aim of this study is to investigate the factors that affect the service quality delivery implementation, benchmarking Translux and Greyhound, using the SERVQUAL model. 4 1.3 Objectives The study has the following objectives: 1.3.1 to determine the different customer-orientated approaches; 1.3.2 to investigate insights into the concept of marketing studies that support customer orientation; 1.3.3 to ascertain how to implement a customer-orientated approach in the industry; and 1.3.4 to determine the gaps between Translux and Greyhound service delivery and customer expectations. An assumption of the study is that the adoption of a customer-orientated philosophy will mean that the company has embraced the implications of the philosophy |
|---|