A case study on the customer service quality of the Hong Kong and China Gas Company Limited

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A case study on the customer service quality of the Hong Kong and China Gas Company Limited

 

Author: Tam, Chun-ki
Title: A case study on the customer service quality of the Hong Kong and China Gas Company Limited
Degree: M.B.A.
Year: 1998
Subject: Hong Kong and China Gas Co. Ltd. -- Customer services -- Quality control
Consumer satisfaction -- China -- Hong Kong -- Case studies
Hong Kong Polytechnic University -- Dissertations
Department: Dept. of Management
Pages: 67, [15] leaves : ill. ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1457169
URI: http://theses.lib.polyu.edu.hk/handle/200/4112
Abstract: Nowadays, customer service quality has become more important. In order to survive and make profits, business firms have to put their focus on the customers and put customers first. The Hong Kong and China Gas Company Limited (HKCG) shares similar experiences. Recently, the competition within the Hong Kong gas market has been increasing, and the pressure groups and politicians have proposed to put regulated control on HKCG. Moreover, the growth of the local gas market has gradually slowed down. Customer requirements and expectations on HKCG are increasing. In order to become more competitive, HKCG is striving to improve the quality of customer service. This case study focuses on three frontline service units of HKCG, namely customer centre, meter reading and customer service hotline. A questionnaire survey has been conducted to study the extent of the gaps (for example, gap between consumer expectation and management perception, gap between management perception and service quality specification, gap between service quality specification and service delivery, ...) in these three service units, analyze the possible antecedents and suggest recommendations to continuously improve the customer service quality of HKCG.

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