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Servicequalität und Kundenzufriedenheit by Rukuni, Tarisai Fritz

Servicequalität und Kundenzufriedenheit

by Tarisai Fritz Rukuni
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Book cover type: Paperback
  • ISBN13: 9786208332211
  • Binding: Paperback
  • Subject: N/A
  • Publisher: Verlag Unser Wissen
  • Publisher Imprint: Verlag Unser Wissen
  • Publication Date:
  • Pages: 108
  • Original Price: GBP 46.0
  • Language: German
  • Edition: N/A
  • Item Weight: 168 grams
  • BISAC Subject(s): Marketing / General

In den letzten Jahren ist in den gro en Städten Südafrikas (d. h. Kapstadt, Durban, Johannesburg und Pretoria) eine explosionsartige Zunahme privater Berufsschulen (Technical and Vocational Education Training, TVET/FET) zu verzeichnen. Die steigende Zahl privater Einrichtungen hat eindeutig zu einem zunehmenden Wettbewerb in diesem Sektor geführt. Der zunehmende Wettbewerbsdruck bedeutet daher, dass diese Institutionen neue Wege finden müssen, um Wettbewerbsvorteile zu erzielen. Marketingexperten sind sich einig, dass eine effektive Strategie für ein Unternehmen, um in einem hart umkämpften Markt einen Wettbewerbsvorteil zu erzielen, von zwei Faktoren abhängt. Erstens muss das Unternehmen ein Verständnis für die Meinung der Kunden zur Servicequalität entwickeln und zweitens dieses Wissen anwenden, um effiziente Systeme zur Bereitstellung von Dienstleistungen zu schaffen, die die Kundenzufriedenheit maximieren. Vor diesem Hintergrund verfolgte diese Studie zwei Ziele: (a) die Wahrnehmung der Servicequalität durch Studierende der beruflichen Erstausbildung/beruflichen Weiterbildung zu bewerten und (b) zu untersuchen, wie die Servqual-Attribute die Zufriedenheit beeinflussen. Die Beiträge und Auswirkungen dieser Studie sollen auch dazu dienen, das Management privater Bildungseinrichtungen bei der Verbesserung ihrer Dienstleistungen zu unterstützen.

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