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Measuring The Quality Of Service Within Challenge Bank, George M. Gilchrist
Measuring The Quality Of Service Within Challenge Bank, George M. Gilchrist
Theses : Honours
This research project looks at how the management and counter staff of four branches of the Challenge Bank define quality of service and asks them to judge if they deliver that quality. lt also examines the climate for service in which staff operate. The project simultaneously explores the customers' idea of what constitutes quality service, and whether or not customers consider they receive it consistently. A review of the most recent literature on customer service from Australia and overseas, has provided a theoretical framework for the interpretation of the data. It was necessary to first define quality of service then …
The Marketing Orientation Of The West Australian Wine Industry, Michael J. Stansby
The Marketing Orientation Of The West Australian Wine Industry, Michael J. Stansby
Theses : Honours
Marketing academics and practitioners have been studying the effects of marketing orientation on the level business performance for many years. To date, there has been little effort to develop a valid measure of marketing orientation, and analyse its impact on business performance. Because of the lack of such a measure, companies possess no specific guidelines how they may become more marketing orientated. This study presents a valid measure of marketing orientation and analyses its effect on business performance. A conceptual model for marketing orientation is presented. This model comprises of four components: customer orientation; competitor orientation; interfunctional coordination; and long-term …
Consumer Attitudes Toward The Advertising Of Professional Services By Accountants, Lawyers, And Physicians, In Perth, Western Australia: An Exploratory Study, Damien W. Millen
Consumer Attitudes Toward The Advertising Of Professional Services By Accountants, Lawyers, And Physicians, In Perth, Western Australia: An Exploratory Study, Damien W. Millen
Theses : Honours
The accounting, law and medical professions in Australia have resisted using advertising as part of a marketing strategy until the late 1980's. Unlike their colleagues in the United States, the majority of professionals in Australia have yet to explore the benefits of utilising advertising to develop and maintain a high quality reputation, as well as informing potential clientele of available services and other necessary information that customers may use to select a professional practitioner. It is the aim of this research to investigate consumer attitudes toward accountants, lawyers, and physicians with respect to professional service advertising in Perth, Western Australia. …