Myshka Iryna OE710
Optimisation of Quality of Services
EXAM
Professors: Peter Hesselink, Hugo Booms
Student: Iryna Myshka, 709140
0
, Myshka Iryna OE710
Content
Assignment 1 ………………………………………………………………………………………………………………….… 1
1.1 COMPANY …………………………………………………………………………………………………………………… 3
1.2 Purpose ………………………………………………………………………………………………………..…………….. 3
1.3 Target group ……………………………………………………………………………………………………………….. 3
1.4 Field research method ………………………………………………………………………………..……………….. 3
1.5 Sample size and selection ……………………………………………………………………………………………. 3
1.6 Research Models …………………………………………………………………………………………………………. 3
1.6.1 NPS …………………………………………………………………………………………………………………………… 3
1.6.2 SERVQUAL…………………………………………………………………………………………………………………. 4
1.7 Chosen Method……………………………………………………………………………………………………………. 4
Assignment 2……………………………………………………………………………………………………………………… 5
2.1 Name…………………………………………………………………………………………………………………………… 5
2.2 Method………………………………………………………………………………………………………………………… 5
2.3 Instructions………………………………………………………………………………………………………………….. 5
2.4 Type of questions for the questionare …………………………………………………………………….…… 5
2.5 Closing………………………………………………………………………………………………………………….……… 6
Assignment 3………………………………………………………………………………………………………………..……. 7
3.1 Aim of the Study……………………………………………………………………………………………..…..………. 7
3.2 Information Required……………………………………………………………………………………………..……. 7
3.3 Intended Outcomes………………………………………………………………………………………………..……. 7
3.4 Selection Criteria……………………………………………………………………………………………………..….. 7
3.5 Number………………………………………………………………………………………………………………….……. 7
3.6 Observation Method…………………………………………………………………………………………………... 7
3.7 Reason for Using Observation Method………………………………………………………………….…….. 7
3.8 Observation Topics……………………………………………………………………………………………………... 7
Assignment 4 ………………………………………………………………………………………………………….……..... 9
Question 1 …………………………………………………………………………..……………………………………...….. 9
Question 2 …………………………………………………………………………..…………………………………….…… 10
1
Optimisation of Quality of Services
EXAM
Professors: Peter Hesselink, Hugo Booms
Student: Iryna Myshka, 709140
0
, Myshka Iryna OE710
Content
Assignment 1 ………………………………………………………………………………………………………………….… 1
1.1 COMPANY …………………………………………………………………………………………………………………… 3
1.2 Purpose ………………………………………………………………………………………………………..…………….. 3
1.3 Target group ……………………………………………………………………………………………………………….. 3
1.4 Field research method ………………………………………………………………………………..……………….. 3
1.5 Sample size and selection ……………………………………………………………………………………………. 3
1.6 Research Models …………………………………………………………………………………………………………. 3
1.6.1 NPS …………………………………………………………………………………………………………………………… 3
1.6.2 SERVQUAL…………………………………………………………………………………………………………………. 4
1.7 Chosen Method……………………………………………………………………………………………………………. 4
Assignment 2……………………………………………………………………………………………………………………… 5
2.1 Name…………………………………………………………………………………………………………………………… 5
2.2 Method………………………………………………………………………………………………………………………… 5
2.3 Instructions………………………………………………………………………………………………………………….. 5
2.4 Type of questions for the questionare …………………………………………………………………….…… 5
2.5 Closing………………………………………………………………………………………………………………….……… 6
Assignment 3………………………………………………………………………………………………………………..……. 7
3.1 Aim of the Study……………………………………………………………………………………………..…..………. 7
3.2 Information Required……………………………………………………………………………………………..……. 7
3.3 Intended Outcomes………………………………………………………………………………………………..……. 7
3.4 Selection Criteria……………………………………………………………………………………………………..….. 7
3.5 Number………………………………………………………………………………………………………………….……. 7
3.6 Observation Method…………………………………………………………………………………………………... 7
3.7 Reason for Using Observation Method………………………………………………………………….…….. 7
3.8 Observation Topics……………………………………………………………………………………………………... 7
Assignment 4 ………………………………………………………………………………………………………….……..... 9
Question 1 …………………………………………………………………………..……………………………………...….. 9
Question 2 …………………………………………………………………………..…………………………………….…… 10
1
