Service Quality in Electronic Multi-Channel Environment and Its Impact on Customer Satisfaction - Capstone Project Example

The paper "Service Quality in Electronic Multi-Channel Environment and Its Impact on Customer Satisfaction " is a perfect example of a management capstone project. The objective of this project is to examine the service quality of Batelco’s website to better understand customer service needs and to identify the service attributes that are most valued by the customers. In this way, Batelco may prioritize and deploy its resources, to improve and build capabilities in the most critical service dimensions.

In today’s telecommunication market, operators are becoming more competitive and must search regionally and globally to acquire other operators or begin new operations, to help them maintain their sector position and profits. A telecommunications operator needs to exploit the opportunities of growing regionally and globally, it must be quick, ready to leverage the resources at hand, to ensure effective and efficient growth, and to deploy their business model that includes systems and processes.

In this competitive market, the service offered and its quality is the measures that differentiate any new entrant from others. By understanding customer needs and expectations, operators can attract new customers and keep their existing users. In this project, we will look at the service quality dimensions of the electronic multi-channels and investigate customer satisfaction. We will also propose a strategy to improve the customer experience of the electronic channels.2. OBJECTIVES OF THE STUDYProject aim can be achieved by the following objectives:1.

To find an appropriate service quality model for website services in Batelco2. Exploring the strengths and weaknesses of the service quality in Bateleco’s website using the selected model3. To explore any relationship between the quality of service at Batelco and customer satisfaction in relation to website services in the company.3. PROJECT STRUCTURE Chapter 1: IntroductionChapter 2: Company Overview Chapter 3: Literature Review This chapter analyzes and reviews the literature regarding the link between the quality of service and customer satisfaction.

The chapter will shed the light on the concept of service quality in electronic and conventional business contexts. The chapter will aim to suggest a suitable model for Batelco’s website channel.