Author: Fung, Kwok-fai
Title: Meeting customer expectations through internal quality development
Degree: M.B.A.
Year: 1993
Subject: Telecommunication -- China -- Hong Kong -- Quality control
Customer services -- China -- Hong Kong -- Quality control
Hong Kong Polytechnic -- Dissertations
Department: Department of Management
Pages: viii, 139 leaves ; 30 cm
Language: English
Abstract: The Service-Quality-Gap proposed by Parasuraman, Zeithaml and Berry is used as the framework for the study of customer satisfactions and the internal quality gaps in the Hong Kong Telecom VideoLink Service. Research convened under this model to thirty-six VideoLink customers and forty Hong Kong Telecom's staffs reveals that perceptions of customers is below their expectations, and there exists internal quality gaps in all the four phases of service delivery process stipulated in this model. With detailed analysis on the inter-relationships of these quality shortfalls, immediate quality improvements in three focal areas are recommended, they include communication, team building and reward system. Actions are recommended along these focal areas to increase customers' satisfaction by closing these quality gaps. For successful implementation of the quality actions, it is recommended to use the Customer-Value Improvement Programme developed by Coopers & Lybrand to create company awareness, constant feedback and coherent quality thinking.

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