Issues of price, supplier importance, supplier switching, and relationship power were tested, but did not feature in resultant constructs. Respondent data was analysed using exploratory and confirmatory factor analysis and structural equation modelling to test variables and constructs.
The findings of this study validate constructs of pretransaction, order service and quality and relationship service and quality, thus reaffirming original constructs developed by La Londe and Zinzser. Thesis service quality customer satisfaction full item record Abstract The aim of this thesis is to test the importance and sufficiency of existing constructs of customer service, customer satisfaction and service quality in the logistics function of the UK food processing industry.
These activities represent ongoing challenges in the logistics discipline and are under-researched in this industry sector that is affected by primary producer crises, product commoditisation and increasing retailer power.
Firms that improve customer service should increase customer satisfaction resulting in better customer-supplier relationships, increased customer loyalty, profitability and a differential competitive advantage. Additionally, some existing studies suffer from a general lack of rigour that pervades the logistics discipline and has prevented meaningful development of research validity and reliability.
This methodology comprises generating variables for enquiry from a literature review, collecting and analysing data in a pilot survey to purify variables, and conducting a second survey to assess reliability and validity of pilot study findings.
Indeed, there has been limited inter-disciplinary research in logistics notwithstanding the genesis of both logistics and marketing as a single discipline at the beginning of the 20th century.
The findings also falsify transaction service quality constructs posited by Parasuraman, Zeithaml and Berry. A postal survey was administered to 1, UK food processors.
Finally, existing research into these activities from the marketing discipline is under-utilised in these investigations.
The results of this thesis indicate that UK food processors should consider all phases of pre-transaction, transaction and post-transaction events when facilitating operations design and customer service planning. This study uses a rigorous two-stage methodology developed for marketing research by Churchill.
These latter issues are discussed in terms of an overarching framework that encompasses the validated constructs and an extended model is hypothesised for future study. There has been little programmatic and integrative study or empirical research of these activities in logistics since work conducted over twenty-five years ago by La Londe and Zinzser.
The customer-supplier dyadic exchange between intermediary food processors is the focus of study. Models used for the study are adapted from existing work in marketing service quality by Parasuraman, Zeithaml and Berry and are supplemented by relationship constructs emerging from the pilot study.THE INFLUENCE OF SERVICE QUALITY AND CORPORATE IMAGE ON CUSTOMER SATISFACTION AMONG UNIVERSITY STUDENTS IN KENYA Edward Otieno Owino A Thesis Submitted in Fulfillment.
The Relationship between Customer Satisfaction and Service Quality: a study of three Service Umeå School of Business Spring Semester Masters Thesis, two-years, 30hp. ii ABSTRACT It is obvious that customers are important stakeholders in organizations and their The main purpose of this study is to examine the relationship.
The aim of this thesis is to test the importance and sufficiency of existing constructs of customer service, customer satisfaction and service quality in the logistics function of the UK food processing industry.
CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF FRONT OFFICE STAFF AT THE HOTEL A MASTER S PROJECT BY ALIN SRIYAM Presented in Partial Fulfillment of the.
Measuring and achieving quality customer service: Rashid, Muhammad Hafiz, "Measuring and achieving quality customer service: a study on public sector in Malaysia" (). Thesis.
service quality is known to contribute to market share and customer satisfaction. Thus. Service Quality and Customer Satisfaction.
Case study: Company X. Thesis 2 Abstract Asya Archakova Service Quality and Customer Satisfaction.
Case study:Company X, 39 pages, 1 appendix Saimaa University of Applied Sciences Faculty of Business Administration, Lappeenranta.Download