Search for dissertations about: "Service Quality Delivery"
Showing result 1 - 5 of 78 swedish dissertations containing the words Service Quality Delivery.
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1. Customer-Perceived Service-Quality and Technology-Based Self-Service
Abstract : This doctoral thesis deals with consumers’ attitudes towards serving them-selves with machines rather than being served by personnel. Its aim is to contribute to the theory of perceived service quality by providing a better understanding of customers’ attitudes and preferences when using technology-based self-service. READ MORE
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2. Government e-service delivery : identification of success factors from citizens' perspective
Abstract : The successful adoption of new technologies helps governments achieve efficiency in their implementation and delivery of public services to citizens. The objective behind various e-government initiatives has shifted in recent years towards establishing services that cater more to citizens' needs and offer greater accessibility. READ MORE
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3. Critical Business Episodes : The Criticality of Damage Adjustment Processes in Insurance Relationships
Abstract : Corporate insurance relationships involve a highly intangible professional service which provides the corporate customer with risk reduction. Insurance services are here defined as being composed of two elements: the delivery of a feeling of security, and, in the event of a loss, the damage adjustment and claim settlement. READ MORE
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4. The evolving role of customer focus in quality management: Using customer feedback to mobilize quality improvements in the age of digitalization and increased service delivery
Abstract : Understanding customer needs is fundamental for being able to deliver high quality products and services, and, as a result, maintain and improve customer satisfaction. Achieving this has become a challenge, as rapid technological developments, market saturation, and increasingly skilled competition from low-cost economies have led to progressively more complex customer needs. READ MORE
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5. The augmented audit service: Supporting value creation beyond assuring compliance
Abstract : For most organisations, being competitive, performing with good quality, improving customer satisfaction and increasing operational are central. Concepts such as Total Quality Management, Six Sigma and Lean have been implemented to meet these requirements. READ MORE