Extremely Extremely Overall Satisfaction Dissatisfied Dissatisfied Neutral

Extremely extremely overall satisfaction dissatisfied

This preview shows page 91 - 95 out of 146 pages.

Extremely Extremely Overall Satisfaction Dissatisfied Dissatisfied Neutral Satisfied Satisfied Banking – O1 0 10 6 56 178 90% Banking – O2 0 28 10 109 103 79% Retail – O1 37 119 96 45 3 38% Government – 0 7 6 65 222 92% O1
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. , Government – 0 38 16 131 115 77% O2 Government – 8 44 14 114 120 75% O3 Hospitality – 0 51 20 111 118 75% O1 Total 45 297 168 631 859 Table 5.22: Customers were also satisfied the most about considering there feedback to improve the services/product in Banking – O1 and Government-O1, and there were dissatisfied with the Retail-O1 organization. Table 5.22: Item 7.8 satisfaction score 7.8 Overall, how satisfied were you with the quality of service Organizations provided by the employees of that department? Extremely Extremely Overall Satisfaction Dissatisfied Dissatisfied Neutral Satisfied Satisfied Banking – O1 0 16 12 56 166 87% Banking – O2 0 23 8 115 104 80% Retail – O1 42 103 58 71 26 45% Government – 0 19 11 61 209 88% O1 Government – 0 26 5 124 145 82% O2 Government – 20 50 18 104 108 69% O3 Hospitality – 0 39 13 108 140 79% O1 Total 62 276 125 639 898 Table 5.23: Customers were also satisfied the most about considering there feedback to improve the services/product in Banking – O1 and Government-O1, and there were dissatisfied with the Retail-O1 organization. Table 5.23: Item 7.9 satisfaction score 7.9 Overall, how satisfied were you with the department staff you directly dealt with and provided the service to you? Extremely Extremely Overall Satisfaction Dissatisfied Dissatisfied Neutral Satisfied Satisfied Banking – O1 0 2 10 79 159 90% Banking – O2 0 24 8 123 95 79% Retail – O1 51 111 79 49 10 38%
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. , Government – 0 1 14 121 164 87% O1 Government – 0 25 7 142 126 81% O2 Government – 13 38 23 124 102 72% O3 Hospitality – 0 24 2 148 126 81% O1 Total 64 225 143 786 782 Table 5.24: Customers were also satisfied the most about considering there feedback to improve the services/product in Banking – O1 and Government-O1, and there were dissatisfied with the Retail-O1 organization. Table 5.24: Item 7.10 agreement score 7.10 Employees were competent and kwledgeable eugh to Organizations provide the requested service. Strongly Strongly Overall Agreement Disagree Disagree Neutral Agree Agree Banking – O1 0 3 13 70 164 90% Banking – O2 0 24 9 108 109 80% Retail – O1 58 114 62 56 10 37% Government – 0 6 11 94 189 89% O1 Government – 0 21 7 165 107 80% O2 Government – 32 61 23 95 89 62% O3 Hospitality – 0 19 6 162 113 81% O1 Total 90 248 131 750 781 Table 5.25: Customers were also satisfied the most about considering there feedback to improve the services/product in Banking – O1 and Government-O1, and there were dissatisfied with the Retail-O1 organization. Table 5.25: Item 7.11 agreement score 7.11 Employees did their best and went the extra mile to make sure I Organizations received the proper aid and required service. Strongly Strongly Overall Agreement Disagree Disagree Neutral Agree Agree Banking – O1 0 3 8 81 158 89% Banking – O2 0 15 4 109 122 84%
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. , Retail – O1 45 92 59 72 32 46% Government – 7 23 19 88 163 81% O1 Government – 0 25 8 146 121 80% O2 Government – 30 49 23 83 115 67% O3 Hospitality – 0 20 12 139 129 81% O1 Total 82 227 133 718 840 Table 5.26: Customers were also satisfied the most about considering there feedback to improve
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