Full metadata record
DC FieldValueLanguage
dc.contributorDepartment of Managementen_US
dc.creatorTam, Chun-ki-
dc.publisherHong Kong Polytechnic University-
dc.rightsAll rights reserveden_US
dc.titleA case study on the customer service quality of the Hong Kong and China Gas Company Limiteden_US
dcterms.abstractNowadays, 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.en_US
dcterms.extent67, [15] leaves : ill. ; 30 cmen_US
dcterms.educationalLevelAll Masteren_US
dcterms.LCSHHong Kong and China Gas Co. Ltd. -- Customer services -- Quality controlen_US
dcterms.LCSHConsumer satisfaction -- China -- Hong Kong -- Case studiesen_US
dcterms.LCSHHong Kong Polytechnic University -- Dissertationsen_US
dcterms.accessRightsrestricted accessen_US

Files in This Item:
File Description SizeFormat 
b14571699.pdfFor All Users (off-campus access for PolyU Staff & Students only)2.95 MBAdobe PDFView/Open

Copyright Undertaking

As a bona fide Library user, I declare that:

  1. I will abide by the rules and legal ordinances governing copyright regarding the use of the Database.
  2. 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.
  3. 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.

Show simple item record

Please use this identifier to cite or link to this item: https://theses.lib.polyu.edu.hk/handle/200/4112