Analyzing customer complaints for enhancing service quality : (Record no. 72931)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02628cam a2200337 a 4500 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | EG-GiCUC |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20250223032330.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 190717s2018 ua d f m 000 0 eng d |
| 040 ## - CATALOGING SOURCE | |
| Original cataloging agency | EG-GiCUC |
| Language of cataloging | eng |
| Transcribing agency | EG-GiCUC |
| 041 0# - LANGUAGE CODE | |
| Language code of text/sound track or separate title | eng |
| 049 ## - LOCAL HOLDINGS (OCLC) | |
| Holding library | Deposite |
| 097 ## - Thesis Degree | |
| Thesis Level | M.Sc |
| 099 ## - LOCAL FREE-TEXT CALL NUMBER (OCLC) | |
| Classification number | Cai01.18.06.M.Sc.2018.Sh.A |
| 100 0# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Shereen Hamed Abdelhameed Elhabshy |
| 245 10 - TITLE STATEMENT | |
| Title | Analyzing customer complaints for enhancing service quality : |
| Remainder of title | Case study / |
| Statement of responsibility, etc. | Shereen Hamed Abdelhameed Elhabshy ; Supervised Hegazy Zaher, Marwaa Abdelghfaar |
| 246 15 - VARYING FORM OF TITLE | |
| Title proper/short title | تحليل شكاوي العملاء لتحسين جودة الخدمة : |
| Remainder of title | دراسة حالة |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Cairo : |
| Name of publisher, distributor, etc. | Shereen Hamed Abdelhameed Elhabshy , |
| Date of publication, distribution, etc. | 2018 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 68 Leaves : |
| Other physical details | charts ; |
| Dimensions | 30cm |
| 502 ## - DISSERTATION NOTE | |
| Dissertation note | Thesis (M.Sc.) - Cairo University -Institute of Statistical Studies and Research - Department of Statistical Quality Control and Quality Assurance |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | The aim of this research is to determine the level of customer satisfaction about service quality in banking sector and the reasons of customer complaints to improve the service quality. In business world customers are the source of profit and revenue for the service organizations and improvements in service quality leads to customer loyalty. The study investigates the effect of service quality on satisfaction by focusing on the relationship between service quality and customer satisfaction and how quality can be improved in the service firms. Further more, some improvements techniques are examined through which quality of services may be improved in the organization .Quantitative research method is used to conduct this study. The selection of primary studies is done by conducting with (55) customers from one of bank at Egypt. The questionnaire have 12 questions , the questions 1and 2 measure the total time of getting the service, the questions 3,4and 5 measure the physical environment of the organization, the questions 6,7and 8 measure employees competence ,the questions 9and 10 measure the work procedures and the questions 11 ,12 measure the customer satisfaction , the total approximate time for each interview with customer to Complete the questionnaire was estimated from 15 to 20 minutes |
| 530 ## - ADDITIONAL PHYSICAL FORM AVAILABLE NOTE | |
| Additional physical form available note | Issued also as CD |
| 653 #4 - INDEX TERM--UNCONTROLLED | |
| Uncontrolled term | Customer complaints |
| 653 #4 - INDEX TERM--UNCONTROLLED | |
| Uncontrolled term | Customer satisfaction |
| 653 #4 - INDEX TERM--UNCONTROLLED | |
| Uncontrolled term | Service quality |
| 700 0# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Hegazy Zaher , |
| Relator term | |
| 700 0# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Marwaa Abdelghfaar , |
| Relator term | |
| 856 ## - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="http://172.23.153.220/th.pdf">http://172.23.153.220/th.pdf</a> |
| 905 ## - LOCAL DATA ELEMENT E, LDE (RLIN) | |
| Cataloger | Nazla |
| Reviser | Revisor |
| 905 ## - LOCAL DATA ELEMENT E, LDE (RLIN) | |
| Cataloger | Shimaa |
| Reviser | Cataloger |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Dewey Decimal Classification |
| Koha item type | Thesis |
| Source of classification or shelving scheme | Not for loan | Home library | Current library | Date acquired | Full call number | Barcode | Date last seen | Koha item type | Copy number |
|---|---|---|---|---|---|---|---|---|---|
| Dewey Decimal Classification | المكتبة المركزبة الجديدة - جامعة القاهرة | قاعة الرسائل الجامعية - الدور الاول | 11.02.2024 | Cai01.18.06.M.Sc.2018.Sh.A | 01010110078739000 | 22.09.2023 | Thesis | ||
| Dewey Decimal Classification | المكتبة المركزبة الجديدة - جامعة القاهرة | مخـــزن الرســائل الجـــامعية - البدروم | 11.02.2024 | Cai01.18.06.M.Sc.2018.Sh.A | 01020110078739000 | 22.09.2023 | CD - Rom | 78739.CD |