|Author:||Ho, Charm-wah Anthony|
|Title:||Measuring the service quality for improvement of a transport organization|
|Subject:||Railroads -- Customer services -- Case studies|
Customer services -- Quality control
Hong Kong Polytechnic -- Dissertations
|Department:||Dept. of Management|
|Pages:||vii, 69 leaves : ill. ; 30 cm|
|Abstract:||This is a project on the service quality measurement for improvement. The objectives are to review the literature on quality improvement and measurement, study the application of quality measurement in a transportation organization and critically evaluate the measurement methods. Two measurement surveys have been examined in detail. They are Customer Satisfaction Survey to measure the satisfaction level of customer on the service provided, and Mysterious Customer Survey to measure the staff behaviour. The measurement surveys are evaluated against conceptual foundation and some recommendations as well as action plan are also made.|
As a bona fide Library user, I declare that:
- I will abide by the rules and legal ordinances governing copyright regarding the use of the Database.
- I will use the Database for the purpose of my research or private study only and not for circulation or further reproduction or any other purpose.
- I agree to indemnify and hold the University harmless from and against any loss, damage, cost, liability or expenses arising from copyright infringement or unauthorized usage.
By downloading any item(s) listed above, you acknowledge that you have read and understood the copyright undertaking as stated above, and agree to be bound by all of its terms.
Please use this identifier to cite or link to this item: