Thesis customer satisfaction service quality These definitions are meant to spell out the milieu, in which the terms are used and applied in this dissertation 1. This impacts the delivery of service which has an effect on the way customers perceive service quality. Literature suggests that service quality is a more specific judgement which can lead to a wide assessment of customer satisfaction Thesis 2 Abstract Asya Archakova Customer Satisfaction and Service Quality depend a lot on Organization Stand-ards (OS) of the company where they are applied. Latest might work as a great service environment, and service delivery, or consists of interaction quality thesis on service delivery and customer satisfaction Brian Clegg (). has hinted that how good a product or a service is, customer satisfaction is the main key that can create a gap between the organization and its competitors/10()
Thesis customer satisfaction service quality
It is therefore recommended that the Dubai Government must continue to focus on quality service improvements through new technologies to realize its public happiness objective.
Public service delivery and customer satisfaction in Dubai have taken a new turn under the leadership of Sheikh Mohammed bin Rashid Al Maktoum. The UAE and the Dubai governments embarked on robust public sector reforms that covered a shift from e-government to the smart government to improve the quality of services to the public, performance management by regular surveys and feedback.
Various governments have relied on PPPs to develop infrastructure assets that require massive investments. They include transportation, education, healthcare and even in defense. The UAE has often relied on PPPs to fund and manage some of its mega infrastructure projects. Further, management of the project, as a part of an agreement with the RTA, is currently under the British Government company known as Serco Khan, One must agree that there are no two projects that are the same, and therefore PPPs come in different forms for different projects National Council for Public-Private Partnerships, The UAE government uses management contracts to contract its operations and management to private firms under PPP approaches.
The Dubai Metro, for instance, is run and managed by Serco, the UK government company Serco Consulting, It is imperative to recognize thesis on service delivery and customer satisfaction the obligation to offer services remains with the government while everyday management, controls, and authority are the responsibilities of the private company Asian Development Bank, n.
Within six months, Dubai Metro realized the following benefits because of PPP. A management contract also has inherent advantages to parties involved in the project. The government of Dubai has been able to achieve several operational gains, which are offered by Serco, a private company, without transferring the Dubai Metro to the company.
The kind of contract involved is simple to draw and therefore less controversial. Also, a management contract is a relatively low cost because the private company makes use of a few employees to achieve the intended outcomes. For instance, Al Tayer, Director-General and Chairman of the Board of Executive Directors of the Roads and Transport Authority RTA was quoted saying that over the next few years, the RTA will start the construction and operation of the rail projects Bhatia, Under this project, Route will be considered to expand the Dubai Metro and initiate phase two of the Dubai Tram project Bhatia, Hence, the UAE government remains the major provider of the infrastructure service.
Meanwhile, the private players must undertake the project under agreed costs and terms. They must also meet the performance standards established by the government agency.
To enhance customer satisfaction through PPP, Serco Consulting has ensured that service delivery and performance are the core of its program. Also, the PPP has introduced efficiency and effectiveness, transparency and accountability, and innovation and creativity in delivering most public services in Dubai. Further benefits of PPP have been noted in technological skills and expertise transfer. Dubai is focused on using the best firms to meet its public demands, particularly where its current human capital is unable to meet service levels and demands.
Thus, by working with foreign firms such as Serco, thesis on service delivery and customer satisfaction, the government also aims for knowledge transfer and sustainability of the project on a long-term basis. For instance, nearly all commuters in Dubai know the number thewhich is advertised in Dubai throughout for travelers to make any inquiries about traveling. This improvement was achieved by contracting Avaya through PPP and it immediately led to increased customer satisfaction.
Also, in the recent past, Dubai has attracted several multinational firms because of its development strategies and as a result, it has a strong private consortium relative to other emirates. Dulaimi et al. In the recent past, the UAE and Dubai governments have embarked on reform programs towards service innovation, quality, and excellence, thesis on service delivery and customer satisfaction.
These reforms are reflected through various initiatives such as smart government, happiness meter, Dubai excellence program, and stars rating for the governmental entities among others Halligan, They thesis on service delivery and customer satisfaction aim to enhance public service delivery and customer satisfaction. The Dubai Smart Government initiative aims to provide solutions to determine customer satisfaction with key government services across various departments Sutton, The Dubai Excellence Program was created in to enhance the concept of excellence, quality, innovation, best management and professional practices in government agencies Nuseirat, n.
The Excellence Program has created excellence models, evaluate users and reward performers. The overall aim of the Program is to achieve international levels of performance for government agencies in Dubai.
Sheikh Mohammed bin Rashid Al Maktoum has been instrumental in the transformation of Dubai. Government officers at the central database network will collect and send outcomes to decision-makers to determine specific agencies with the highest happiness and satisfaction rating.
The government will use feedback for service improvement and enhancing user experiences. By launching the Smart City, the Dubai government and its agencies have shown the commitment to achieve all the requirements and aspirations of the citizens.
Dubai government has focused on six critical pillars to implement under the Smart City program. They include programs that focus on transport, communications, infrastructure, electricity, economic services, urban planning, and 1, government services that are expected to go smart within the next three years Wam, The leadership has recognized the need for improvement and development to enhance the quality of life of citizens through various government programs delivered via public-private partnerships Wam, It is imperative to recognize that the government of Dubai continuously conducts reviews to determine smart government performance.
The latest review was done in May for government agencies that have made smart moves. Overall, the UAE government has achieved Dubai Customs has been recognized as the first percent SMART government agency. On this note, the Customs surveyed to determine the impacts of its SMART services and achieved the following outcomes. These results show the success of the Dubai Customs in initiating and implementing effective smart government services.
Aspects of SMART governments must be captured in evaluations. They show that Dubai Customs is focused on providing customers with unique user experiences when they seek government services. These services must be smart in all spheres. The Dubai Courts have also demonstrated excellent performance under the Dubai Government Excellence Program It has increased by 11 positions relative to the last evaluation. The Dubai Courts were able to achieve this improvement because of the critical changes it has made across various departments.
The major focus has been on customer satisfaction, which increased to The Courts have been praised for excellent facilities and legal and advisory services, which have been developed to improve customer and social well-being. The Dubai Police has also demonstrated excellent performance, which is reflected in its 95 percent customer satisfaction rating.
Averagely, other government agencies in Dubai had recorded 79 percent for the year rating. The police department has been able to achieve this improvement because of smart initiatives it has implemented through modern thesis on service delivery and customer satisfaction and smartphones. Also, Dubai Municipality has embarked on an ambitious plan to change e-services into smart ones while the Roads and Transport Authority RTA focuses on providing smart transportation through a traffic system, a single-center for controlling traffic and means of transportation and delivering some services via smartphones.
Dubai Design District wants to be the smartest place globally for smart solutions to enhance transactions of visas, licenses and other services offered by the government. Also, the Department of Economic Development DED has focused on smart business solutions.
Dubai Happiness program is still at a nascent stage. However, it goes far beyond customer satisfaction. According to one of the officials from the Dubai Excellence Program, customer happiness includes customer satisfaction with additional requirements to exceed expectations i.
Happiness Meter is a unique initiative that strives to measure the happiness and satisfaction of Dubai citizens with services offered by the government every day through an electronic platform linked via a central network.
Happiness Meter remits daily reports to decision-makers. These reports are used to monitor and identify specific government services that users are happy about and then locate specific geographical locations in which these services are offered as constituents of a sustained effort to create customer service and enhance the happiness of Dubai people.
Such improvements should be driven by daily transformations witnessed and expectations of the public, thesis on service delivery and customer satisfaction. On this note, Happiness Meter strives to measure government services every day. Customer happiness is a part of the thesis on service delivery and customer satisfaction government and smart city launched in Dubai to enhance the use thesis on service delivery and customer satisfaction modern technologies for improving the efficiency of government performance and helping to deliver public happiness and satisfaction.
The Sheikh asserts that the overall objective of the Happiness Initiative is to ensure the happiness of the public and provide uncomplicated life through lessening the period spent to accomplish requested public services.
According to Hammadthe Dubai government is no longer concentrating on customer satisfaction but is striving for customer happiness. Thus, the government is focused on delighting the public by providing effective interaction and engagement, which are achieved inefficiently and gracefully to attain customer happiness Hammad, Various government agencies must reshape and reconsider their strategies to align them with the Happiness Meter rather than a satisfactory measure.
As previously noted, different government departments have adopted Happiness Meter to shift from customer satisfaction to customer happiness. For instance, RTA, Dubai Courts, Dubai Police, Department of Economic Development, Dubai Customs, Dubai Airport Freezone Authority DAFZA and Dubai Electricity and Water Authority have shown attempts to reshape and reconsider their practices to smart services to ensure that they achieve customer happiness and satisfaction.
A focus on customer happiness will ensure that the government evaluates every aspect of its services and track them daily. The transition will occur from e-services to smart services.
These processes are supported by strong information technology capabilities coupled with smartphone accessibility used by most residents of Dubai. Thus, in the future, even visitors will instantly experience such happiness through service provisions.
Customer happiness aims to improve the quality of life of Dubai residents. Decision-makers can gain access to Happiness Meter results in qualitative form using smart systems. Users have various options to provide their feedback on the quality of services provided by the government. These platforms can be found at various points of service or Internet-enabled smart virtual systems.
The Happiness Meter will be slowly rolled out thesis on service delivery and customer satisfaction all other government agencies, thesis on service delivery and customer satisfaction. Also, Dubai targets specific private institutions with its Happiness Meter. The Dubai Police focus on quality service, and it is a forward-thinking and progressive government agency. It has adopted a systematic approach to achieving customer happiness. The service is connected to the strategic objective of ensuring a 90 percent score in user satisfaction Alrazouqi, Dubai Police consists of a competent team assisted by Smart Services under Technical Accreditation to ensure that all services offered are measured daily to meet the standards of public happiness and satisfaction, thesis on service delivery and customer satisfaction.
Thesis on service delivery and customer satisfaction agency strives to translate its vision to reality and realize its strategic objective of attaining 90 percent customer satisfaction. The General Department of e-Services of the Dubai Police has been keen on adopting new technologies for public service delivery. among others for efficiency and speed.
The strategy it has adopted aims to provide simple, easy procedures for users. In several cases, the Dubai Police is outstanding because of DNA testing, use of electronic fingerprints, paperless processes, use of automatic vehicle locator and application of electronic services for different services such as renewal of vehicle license.
The Dubai Police has adopted Community Policing and Human Rights programs to facilitate service delivery and ensure public happiness, thesis on service delivery and customer satisfaction.
Lecture 10: Customer satisfaction and service quality
, time: 19:04Thesis On Service Delivery And Customer Satisfaction
service, quality of products and delivery, communications and customer experience to cally company’s satisfaction level in customer service, products and reliability in order to help the management with decision making and allocation of development funds. This thesis is marketing research about the customer satisfaction of UPM Timber. The The study revealed that service delivery is significant to customer satisfaction customer delight. Further findings in the study also revealed that there is a positive correlation between service delivery and satisfaction, and satisfaction and customer delight. It is therefore recommended that, the Elite Kingdom should move away from Oct 07, · This study will test this hypothesis that good customer service leads to high subscribers who eventually become customers of the respective firm/business. Understanding and improving customer service delivery using big data analytics. Companies are realizing the importance of analytics in improving service blogger.comted Reading Time: 4 mins
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