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Improving Customer Satisfaction Assignment | Avenue Nissan

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Added on  2020-02-19

Improving Customer Satisfaction Assignment | Avenue Nissan

   Added on 2020-02-19

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Running head: IMPROVING CUSTOMER SATISFACTION AT AVENUE NISSAN WITH AFOCUS ON SERVICE DEPARTMENTImproving customer satisfaction at Avenue Nissan with a focus on Service departmentName of the Student:Name of the University:Author Note:
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1IMPROVING CUSTOMER SATISFACTION AT AVENUE NISSAN WITH A FOCUS ONSERVICE DEPARTMENTExecutive summary:The report deals with the improving customer satisfaction at Avenue Nissan with a focus onservice department. The researcher shall use qualitative method of data analysis to find therelationship between the customer satisfaction and the service quality in order to find out theways to improve customer satisfaction at Avenue Nissan.
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2IMPROVING CUSTOMER SATISFACTION AT AVENUE NISSAN WITH A FOCUS ONSERVICE DEPARTMENTTable of contentsTable of Contents1. Introduction:................................................................................................................................41.1 Background............................................................................................................................41.2 Purpose of the project............................................................................................................41.3 Aims and objectives...............................................................................................................41.4 Research questions.................................................................................................................52. Literature review..........................................................................................................................62.1 Concept of customer satisfaction:..........................................................................................62.2 Factors affecting customer satisfaction:................................................................................62.3 Importance of service department.........................................................................................72.4 Relationship between service department and customer satisfaction....................................72.5 Customer satisfaction using service quality models..............................................................82.5.1 Oliver’s Satisfaction Quality Model...............................................................................82.5.2 Service quality and Customer Satisfaction (SQCS) Model............................................93. Research methodology...............................................................................................................113.1 Types of investigation:........................................................................................................113.2 Justification of the type of investigation chosen..................................................................113.3 Method of data collection....................................................................................................113.4 Data collection method chosen............................................................................................11
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3IMPROVING CUSTOMER SATISFACTION AT AVENUE NISSAN WITH A FOCUS ONSERVICE DEPARTMENT3.5 Accessibility issues..............................................................................................................123.6 Ethical issues.......................................................................................................................123.7 Data Analysis Plan...............................................................................................................123.8 Research Limitations...........................................................................................................133.9 Schedule for completion......................................................................................................13References......................................................................................................................................14
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