Secondary Data Review Of Servqual Studies

1951 words - 8 pages

Secondary Data Review of SERVQUAL StudiesDoug HassRES341Ms. Janine Garrard4 February 2004Customer Service and its Effects on Customer Retention at ImageStreamExecutive Summary of Original ProposalImageStream Internet Solutions, Inc. is a privately held company in its 9th year of operation. ImageStream engineers, manufactures, and distributes Linux-based routing products for network and Internet applications. ImageStream products are used by Internet service providers (ISPs), governments, schools, and businesses in more than 75 countries around the world. As ImageStream moves toward its next decade, market forces require it, like most high technology companies, to be fast and responsive. ImageStream faces a competitive marketplace differentiated increasingly less by features and functionality and more by quality customer service and customer retention management.The study and development of customer service techniques and customer retention management programs has blossomed into its own industry. This increasing focus on customer satisfaction is not surprising, given the positive correlation between happy customers and successful companies illustrated in countless marketing research studies. This paper highlights SERVQUAL research related to the framework of service quality, the positive and negative impacts of service quality, and the effect of favorable and unfavorable customer intentions on perceived quality. This paper will examine research conducted by the original SERVQUAL authors, as well as follow-on studies commenting on the original methodology. The references enclosed include a summary of all references used in researching this project, whether or not they are quoted in this particular paper in the series.BackgroundThis paper examines customer retention at ImageStream from the context of customer service quality. As a company seeking to build market share and maintain a burgeoning customer base, ImageStream focuses on customer retention as a key component in remaining viable in the market.Weinstein and Johnson (1999) recommend that companies like ImageStream should spend "75% of its marketing budget on customer retention strategies" and to strengthen these relationships. Once customers commit to a product platform, and the longer they use and deploy that platform, the more profit ImageStream can realize. Longstanding, satisfied customers will generally continue, or often increase, purchasing, require less operational and customer service support, and be more willing to pay price premiums to remain with the company--all without incurring new customer acquisition costs (Pine II, Peppers, and Rogers, 1995). This paper will analyze how ImageStream's service relationship with its customers produces customer behaviors indicating whether or not a customer will remain an ImageStream customer. The methodology used will follow Zeithaml, Berry and Parasuraman's study on this topic (1996).Since replacing lost customers requires new customer...

Find Another Essay On Secondary Data Review of SERVQUAL Studies

This paper is a literature review of studies that were based on the impacts of mega events and world fairs

1294 words - 5 pages AbstractThis paper is a literature review of studies that were based on the impacts of mega events and world fairs. The major focus was placed on sporting events such as the Olympics. Several of the significant impacts that were analyzed in this report included social impact, legacies, urban regeneration, tourism, and socio-economic factors. The current paper will attempt to explain the guidelines and procedural process that a city that is in

Critical review of a chapter from 'Teaching children to learn' by Fisher. of use for any trainee teacher doi8ng a Education Studies module.

1866 words - 7 pages essay). With added confidence students become more independent and can move away form the teacher and towards reading in pairs.Summarising - 'one of the strategies of reciprocal teaching - it is useful as a process of review, and as a prelude to evaluation'This is a useful skill that we use as adults however in my experience the art of summarising can be a tedious and pointless activity. In secondary school I remember being given a textbook and

Identify data sources and gather secondary information to describe the probable origins of the Universe.

507 words - 2 pages The most popular and accepted theory for the origin of the universe is the Big Bang Theory. This theory states that the universe began about 10 billion years ago in a violent explosion; every particle started rushing apart from every other particle in an early super-dense phase. This explosion sent energy and matter flying all over the place. However, there is an argument about whether time and space existed before the big bang, or did the big

Review of Studies on Hooking Up

1774 words - 8 pages Hooking up has become an increasingly studied culture by many sociologists around the country. These studies have been done to understand the shift from the old culture of dating to the new culture of hooking up that we experience now. Many people find it interesting that the kids of our generation have become so sexualized and carefree compared to the college days of our parents. Many people wonder how we got to this point and how the dynamics

A Review of Huffman Trucking Telephone and Data Networks

6563 words - 26 pages In an effort to meet the Service Request (SR-ht-010) presented, and to allow for system improvements in the projected Huffman Trucking's budget, several telephone and data network recommendations will be discussed throughout this documentation.Through an initial study performed by the Information Technology (IT) Department, several areas of Huffman's current telephone and data network systems are in need of improvement. These modifications and

Interpersonal Communication Studies. Literature Review of one book. Study related to emotion and the eyes.

740 words - 3 pages II. Rewiew of LiteratureAccording to "Culture and Facial Expressions of Emotion", by David Matsumoto, people from different cultures express emotions differently. An example of this is demonstrated with a study by Friesen's study in 1972. Friesen studied the spontaneous expressions of Americans and Japanese. This study revieled, that when alone, both cultures expressed similar feelings of disgust, sadness, fear, and anger. However, when


4249 words - 17 pages , after a brief review of the service quality concept, the model of service quality gaps and the SERVQUAL methodology is demonstrated and an example is presented to pinpoint the application of the SERVQUAL approach. Then, after a discussion, major conclusions are derived. A. Shahin 2 Service Quality Service quality is a concept that has aroused considerable interest and debate in the research literature because of the difficulties in both

Franchisee in Restaurants-Comparative Study of McDonald's Franchises

3940 words - 16 pages discussed, and a demonstration of how it can be used by restaurants in assessing quality service is included. The managerial implications of using SERVQUAL as an assessment tool include meeting and managing customer expectations, managing the physical design of the product, educating service customers, developing a total quality management program, achieving continuous quality through automation, and engaging in periodic review of the procedures

Background: The Service Quality Models

1335 words - 5 pages investigating its pattern and explaining the amount of the total variance significance existed, factor analysis— measured in eigenvalues along oblique rotation using axis factoring technique was applied. On the other hand, data definition process, nonetheless, constituted an integral part of the SERVQUAL scale development. It was partially administered at two levels: qualitatively and qualitatively centering on the relationship of the scale

Service Quality in the Tourism and Hospitality Industry

2702 words - 11 pages There are so many research studies that have been conducted relating to service quality and customer satisfaction as this topic has been the centre of attraction in the service industries. Both these words play an important role in determining the competitiveness and the survival of an organisation in the tourism or the hospitality industry. The following chapter commences with a brief look at the tourism industry, followed by the definition and

Essay about input and output devices and computer components

2088 words - 8 pages disparate measurement scales from Likert (bipolar) to unstructured. The style of survey used by an organization will vary greatly based on the subject matter and the goal of the survey. Among the most popular assessments tools of service quality (a common questionnaire/survey topic) is SERVQUAL, an instrument designed by Berry, Parasuraman, and Zeithaml (1994). Through numerous qualitative studies, they evolved a set of five dimensions ranked

Similar Essays

Journal Article Review: Studies Decry Faulty Graduation Data, Rising Dropout Rates.

657 words - 3 pages test or they don't see the benefit of continuing their education. Accurately measuring the dropout rates could help us pinpointing the areas in dire need of assistance and it would help us to see how the students are reacting to these laws.References:Richard, Alan. & Viadero, Debra. (July 13, 2005). Studies Decry Faulty Graduation Data, Rising Dropout Rates. Education Week. Retrieved July 16, 2005,

Secondary Analysis Of Qualitative Data

2797 words - 11 pages public funded, the outcome should be regarded as a public asset and researchers has a responsibil-ity towards the public not to waste resources or duplicate studies. Likewise, it is more time efficient because researchers do not have to spend time collecting the data. Moreover, there are methodological advancements, which can be pursued through secondary analysis. One can apply new research to a subset of the sam-ple in the primary research. It

Literary Review Of Prior Studies

895 words - 4 pages Literary Review of Prior StudiesThere are a number of studies about the artistic values of A passage to India as a novel. Firstly, one of the basic studies is by David Sidorsky entitled "The Use of the Philosophy of G. E. Moore in the Works of E. M. Forster". Sidorsky shows us to what extent E. M. Forster was affected by G. E. Moore's philosophy (especially in Moore's books, Principia Ethica and A Defence of Commonsense). Sindorsky indicates

Review Of Article "Studies Of Sleep In Strange Places"

558 words - 2 pages it is a review of an article but still awsome teacher loved it and gave me extra creditA.P. Bio Article ReviewBibliography:Jama, Studies of Sleep in Strange Places May Benefit People with Common Ills, American Medical Association, Chicago IL, August 28, 1996 Vol. 276 No. 8, pg.'s 587-589Article Review:This article is about a broad study about the sleeping patterns and needs of humans. It focuses on seven astronauts in space, a time isolation