Measuring Customer Expectations of Service Quality: case.
This thesis discusses a process approach to service quality in airline industry, taking a customer’s point of view. The process describes steps from ticket purchase to the end of the journey, analyzing each step from service quality perspective and assigning attributes that help to measure customer expectations.This Thesis was carried out for an engineering and service company as part of a strategy update by implementing a quality management system into the operations of the case company. The main objective of this Thesis was to provide a solution on how to implement the ISO 9001 quality management system successfully.Delivering quality service means conforming to customer expectations on a consistent basis. The delivery of high quality services is one of the most important and most difficult tasks that any service organisation faces. Because of their unique characteristics, services are very difficult to evaluate.
Although different quality experts emphasize different experts of this methodology, its major components can be summarised as follows: processes, people, management systems and performance measurement. According to Ross and Perry (1999), in addition to creating delighted customers through empowered employees.According to A. Parasuraman, V.A.Zeithaml, and L.L.Berry, it is during the service delivery that the quality of services is assessed and the contact with each customer implies as a chance to satisfy or dissatisfy the customer, a moment of truth.
IMPROVING QUALITY MANAGEMENT SYSTEM IMPLEMENTATION IN INDONESIAN CONSTRUCTION COMPANIES By Debby Willar S.T. (Civil), MEngSc (Project Management) A thesis submitted to Queensland University of Technology in fulfilment of the requirements of a Doctor of Philosophy School of Civil Engineering and Built Environment Science and Engineering Faculty.
