澳洲代写论文：服务质量的作用

澳洲代写论文：服务质量的作用

背景：这项研究的重点是评估客户服务及其在满足客户及其在零售业中的保留角色和重要性。企业提供的服务质量是取得较高客户满意度的关键决定因素。正如Ojo（2010）所建议的那样，一个组织很难保证自己的生存而不能达到客户的满意度。他们需要更高的关注度，以确保他们的客户满意，因为一个非常满意的客户可能会回来并利用组织提供的产品和服务。因此，企业的重点应该放在满足顾客的需求上，使他们的忠诚度得到保证（Ojo，2010）。

随着竞争水平的提高，客户有更多机会购买他们的需求。他们可以在大量的供应商中比较他们的需求，并且可以做出最好的交易。此外，随着互联网使用量的增加和业务活动的在线表现，客户有了很大的机会通过广泛的产品比较来作出正确的决定。在这样日益激烈的竞争环境下，通过提供优质的产品和服务质量，客户满意度对企业来说意义重大。这种顾客满意的概念也适用于零售业，因此顾客满意度的提高对留住顾客至关重要（Kuo，Wu and Deng，2009）。

本研究的目的主要是分析服务质量在英国零售业中的作用及其对达到顾客满意度的影响，最后分析其在维护中的作用。

澳洲代写论文：服务质量的作用

Background: This research is focused towards evaluating the customer service and its role and importance in satisfying customers and their retention in the retail industry. The quality of services as provided by firms is a crucial determining factor in achieving higher customer satisfaction level. As suggested by Ojo (2010) it is highly difficult for an organisation to ensure their survival without achieving customer satisfaction. They need to pay higher level of attention in ensuring that their customers are satisfied because a highly satisfied customer is likely to come back and avail the products and services that are offered by the organisation. The focus of businesses should therefore remain on satisfying their customers so that their retention can be positively achieved (Ojo, 2010).

With the increase in the competition levels, customers are empowered with greater opportunities to purchase their requirements. They can make comparison of their requirements across large number of vendors and the best possible deals can be made by them. Further, with the increase in the usage of internet, and online performance of business activities, customers are empowered with great opportunity to make good decisions through extensive level of comparison of products. Amidst such increasing competitive conditions, customer satisfaction through providing good products and service quality would be great significance to businesses. This concept of customer satisfaction is also applicable in respect to retail business whereby a higher customer satisfaction level is essential in retaining customers (Kuo, Wu and Deng, 2009).

The aim of this research is mainly to analyse the role of service quality in respect to UK retail industry and its impact in achieving customer satisfaction level, and ultimately an analysis of the role played by it in retaining them.