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Erfüllungsgrad von Serviceleistungen und deren Auswirkungen auf die Kundenzufriedenheit

Erfüllungsgrad von Serviceleistungen und deren Auswirkungen auf die Kundenzufriedenheit

          
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About the Book

Studienarbeit aus dem Jahr 2023 im Fachbereich Psychologie - Wirtschaftspsychologie, Note: 2,0, Fachhochschule Bonn-Rhein-Sieg in Rheinbach, Sprache: Deutsch, Abstract: Das Hauptaugenmerk der Arbeit liegt darauf, wie der Erfüllungsgrad von Serviceleistungen die Kundenzufriedenheit beeinflusst und welche Rolle Faktoren wie Erwartungen, wahrgenommene Qualität und Bedürfnisse der Kunden aus Sicht des Unternehmens dabei spielen. Das Ziel der Arbeit besteht darin, Unternehmen wertvolle Erkenntnisse und Handlungsempfehlungen für eine erfolgreiche Kundenorientierung und Serviceleistung zu bieten. Die Arbeit beschränkt sich dabei darauf, wie Unternehmen eine hohe Servicequalität sicherstellen können und welche Auswirkungen dies auf die Kundenbindung hat. Methodisch basiert die vorliegende Arbeit auf einer umfassenden Literaturrecherche. In der heutigen Geschäftswelt ist die Bedeutung von Servicequalität und Kundenzufriedenheit für den Erfolg eines Unternehmens unbestreitbar. Ein wichtiger Bestandteil der Servicequalität ist der Erfüllungsgrad von Serviceleistungen, der sich auf die Fähigkeit eines Unternehmens bezieht, Kundenbedürfnisse und -erwartungen zu erfüllen. Wie gut ein Unternehmen den Erwartungen seiner Kunden gerecht wird, kann deren Zufriedenheit und Treue gegenüber dem Unternehmen bestimmen. Daher ist es für Betriebe maßgeblich, den Zusammenhang von Serviceerfüllung und der Kundenzufriedenheit zu verstehen, um ihre Servicequalität zu verbessern und somit eine höhere Kundenzufriedenheit zu erzielen. Nach der Einleitung folgt im zweiten Kapitel eine Definition der Begriffe Servicequalität, Kundenzufriedenheit und -bindung, die als Grundlage der darauffolgenden Kapitel dienen. Das dritte Kapitel stellt zwei Modelle der Kundenbindung vor, die Einblicke in die Erwartungen und Wahrnehmungen von Kunden in Bezug auf Serviceleistungen geben. Danach werden im nächsten Kapitel die Faktoren diskutiert, die die Wahrnehmung von Serviceleistungen aus Kundensicht beeinfluss


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Product Details
  • ISBN-13: 9783346899002
  • Publisher: Bod Third Party Titles
  • Publisher Imprint: Grin Verlag
  • Height: 210 mm
  • No of Pages: 20
  • Spine Width: 1 mm
  • Width: 148 mm
  • ISBN-10: 3346899004
  • Publisher Date: 24 Jun 2023
  • Binding: Paperback
  • Language: German
  • Returnable: N
  • Weight: 41 gr


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