Analyzing customer complaints for enhancing service quality : Case study /
تحليل شكاوي العملاء لتحسين جودة الخدمة : دراسة حالة
Shereen Hamed Abdelhameed Elhabshy ; Supervised Hegazy Zaher, Marwaa Abdelghfaar
- Cairo : Shereen Hamed Abdelhameed Elhabshy , 2018
- 68 Leaves : charts ; 30cm
Thesis (M.Sc.) - Cairo University -Institute of Statistical Studies and Research - Department of Statistical Quality Control and Quality Assurance
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
Customer complaints Customer satisfaction Service quality