SERVICE QUALITY STANDARDS SURVEY REPORT
The James Cook School Of business
SEPTEMBER 18TH, 2009
Nguyen Ngoc Bao Ha
Nguyen Nguyen Duc Uy
Le Thi Bich Thuy
Nguyen Trong Phuoc
JAMES COOK SCHOOL OF BUSINESS
600, UPPER THOMSON ROAD, SINGAPORE
September 18, 2009
Mr Abhishek Bhati
James Cook School of Business, Singapore
SUBJECT: QUANTITATIVE REPORT SERVICE QUALITY SURVEY
On July 3, 2009, we received an exercise from the James Cook School of business to conduct a survey in order to understand and interpret diverse customer experiences regarding service quality issues on Orchard road,Singapore and subsequently identify and address the service gaps involved between the expected quality by the customer and the actual delivered quality output by the various service organizations. In addition to the above mentioned, we also compiled a list of service skills expected by customers from their corresponding service providers and devised suggestions and recommendations for the same. We received our predesigned survey forms from the James Cook School of business and proceeded to get them filled out by potential respondents from our assigned area, Orchard road. Fifty completed survey forms were collected and subsequently analyzed, interpreted in the report that sub cedes.
Our recommendations were arrived at based on a detailed analysis and interpretation of the survey data. Key issues to be noted are the effective training and empowerment of service personnel in various organizations, efficient transport services, better connectivity to and from the shopping centres, better customer service kiosks, effective space management, incorporation of customer feedback, positive or negative, into future endeavours etc which are explained substantially in the report that follows.
For the James Cook School of business,...