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Service quality management thesis

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written assignment ib assessment criteria - The theoretical study part is based on the theo- ry of service quality, service quality determinants, SERVQUAL instrument, ser- vice gaps, service quality attributes, quality perception measurements, Seven criteria of good perceived service quality, customer satisfaction, definition of customer satisfaction, Importance of customer satisfaction, customer satisfac- tion measurement, corporate culture and . theories related to service quality are examined, as well as theories and systems associated with quality management approach. The goal for the research is to inspect the current state of quality management in the case company, and suggest improvements based on the findings from the theories. The second theoretical objective of the thesis is to define a service process model that leads a customer through his/her experience during air transportation and to identify service quality attributes that can measure what is important for the customer, and how satisfied the customer Size: 2MB. A Study of Bumper and Bumper Systems

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