Author: Ho, Charm-wah Anthony
Title: Measuring the service quality for improvement of a transport organization
Degree: M.B.A.
Year: 1994
Subject: Railroads -- Customer services -- Case studies
Customer services -- Quality control
Hong Kong Polytechnic -- Dissertations
Department: Department of Management
Pages: vii, 69 leaves : ill. ; 30 cm
Language: English
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.

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