RESEARCH PROPOSAL THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN AUTO BAVARIA, GLENMARIE: AN EMPIRCAL STUDY THROUGH SERVQUAL
Abstract This research aims to investigate the relationship between the service quality and customer satisfaction in Auto Bavaria Glenmarie by using SERVQUAL analysis. It also aims to examine the influence and effect of applying quality service towards customer satisfaction and to identify which of the five (5) dimensions of SERVQUAL has the greatest influence on customers’ satisfaction. The five dimensions of SERVQUAL, which are tangibles, reliability, responsiveness, assurance, and empathy, are the identified This gap model is one of the best-received discoveries, a practice of problem solving and most heuristically valuable contributions to the service literature according to Brown and Bond (1995).
1.2 Background of Company 1.2.1 Auto Bavaria Auto Bavaria is the largest retail and service organization of BMW, MINI Cooper and Motorrad (Motorcycle, Scooter & Superbike) in Malaysia. This is one of the famous brands of Sime Darby Motor Division Sdn Bhd. Establish in 1988; Auto Bavaria’s organization comprises of fully trained technicians and employees and has a wide range of parts and accessories together with a comprehensive range of equipment that only an authorized BMW dealer can provide. In order to give a good performance whether among the staff or the customer, Auto Bavaria use centralized online system at all Auto Bavaria branches, thus it helps to link online the customer’s service history with more efficient.
Over the years, Auto Bavaria has successfully built BMW into one of the most desirable luxury automotive brands in the country. Today, Auto Bavaria’s nationwide network infrastructure comprises five branches, namely Glenmarie, Sungai Besi, Kuala Lumpur, Penang and Johor Bahru. Auto Bavaria Glenmarie and Penang also houses the BMW Motorrad and MINI Cooper showroom. In addition, our BMW Premium Selection centre is in Glenmarie and Kuala Lumpur. Auto Bavaria has the competitive advantage
Parasuraman et al. (1985) said ten components for assessing administration quality (counting substantial, reliability, responsiveness, civility, believability, security, openness, correspondence and comprehension the customer). Figure 2. The SERVQUAL gap model by Parashuraman The ten variables that may influence the appearance of a gap are: 1. Competence is the possession of the required skills and knowledge to perform the service. For example, there may be competence in the knowledge and skill…
Using the SERVQUAL Model to assess Service Quality and Customer Satisfaction. An Empirical study of grocery stores in Umea. Authors: Chingang Nde Daniel Lukong Paul Berinyuy Supervisor: Sofia Isberg Student Umeå School of Business Spring semester 2010 Master thesis, one-year, 15 hp Abstract Service quality and customer satisfaction are very important concepts that companies must understand in order to remain competitive in business and hence grow. It is very important…
SERVQUAL MODEL SERVQUAL MODEL SERVICE CONCEPT PROFILING SERVICE CONCEPT PROFILING SERVICE CONCEPT SERVICE CONCEPT MGT 3160 - Services Management Done By: Rahul Khanchandani M00289513 Submission Date: 11th December 2012 Lecturer: Mrs. Neelofer Mashod Word Count: 2,478 Words Service Concept | Pages 3-5 | Service Concept Profiling | Pages 6-7 | SERVQUAL Model | Pages 8-9 | Conclusion | Page 10 | Table of Contents: Service Concept: People buy different kinds of services…
CUSTOMER SATISFACTION MEASUREMENT IN HOTEL INDUSTRY: CONTENT ANALYSIS STUDY Ivanka Avelini Holjevac University of Rijeka Faculty of Tourism and Hospitality Management Opatija Opatija, Croatia e-mail: Ivanka.Avelini.Holjevac@fthm.hr Suzana Marković University of Rijeka Faculty of Tourism and Hospitality Management Opatija Opatija, Croatia e-mail: Suzana.Markovic@fthm.hr and Sanja Raspor University of Rijeka Faculty of Tourism and Hospitality Management Opatija Opatija, Croatia e-mail: sraspor@veleri…
transactions, can be measured quite simply by observational techniques Attitudinal loyalty: equivalently with relationship commitment. It must be accompanied a particular brand based on conative loyalty stage. Relationship Marketing Orientation: SERVQUAL to test service quality List any keywords or concepts…
Advertising – Pioneering v Competitive 2.3.2 Measuring the Effectiveness of Advertising in Marketing Communications – Strength of Brand 2.3.3 Advertising in a Contextual Setting – KFC around the World 2.4 Influencing Consumer Perception 14 2.4.1 SERVQUAL Instruments 2.5 Conclusions 15 1.0 Introduction 1.1 Contextual Background – Marketing and the use of Advertising in the Fast Food Industry According to the UK department for statistics, (2010) consumer spending on fast…
3 * What could or should have been done differently 3 Part 2 Critical Incident Analysis 4 * The customer gap 4 * Type of encounters that occurred 4 * Source of displeasure/pleasure 4 * Dimensions of the servqual scale 5 * Reliability 5 * Responsiveness 5 * Assurance 5 * Empathy 6 Provider gap 1 The listening gap 6 * Inadequate service recovery 6 Provider gap 2 Service designs & standard…
To: Paul J. Colbert From: Po Chiao Huang Date: March 25, 2013 ------------------------------------------------- Re: RSCH5500: Article Critique I ------------------------------------------------- ------------------------------------------------- Reference: Chen, H. G., Liu, J. Y. C., Sheu, T. S., & Yang, M. H. (2012). The Impact of Financial Services Quality and Fairness on Customer Satisfaction. Managing Service Quality, 22(4), 399 - 421. doi: 10.1108/09604521211253496 -------------------------------------------------…
Question One: Cell C segmented its market profile according to the different needs and preferences and appropriate market offerings. Introduction Definition of Target Marketing and its Importance in telecommunications This focuses on selling a product or service to a current market. However a strategic market embraces the potential market for the product or service. (Kotler and Keller; 2009: 86). An organization that markets directly to their end users to sell their products and services are…
CBAD 630 Service Marketing Management Coastal Carolina University Spring I 2013 Professor: Dr. Carol Megehee Office Phone: (843) 349-2709 E-Mail: cmegehee@coastal.edu Class Hours: Wednesday 6:00-8:45 pm Wall 308 Office: 230E Wall College of Business (MW 2-5) Texts: Syllabus, Handouts, Links on Blackboard and/or Email Attachments Course Description: Analysis of marketing problems of business firms and other types of organizations through readings and case studies. Attention…
