Academic literature on the topic 'Customer Expectations Gap'
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Journal articles on the topic "Customer Expectations Gap"
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Tarigan, Eunike Riahta. "Analysis of The Relationship Between Customer Satisfaction and Service Quality of a Pet Shop in Depok, East Java." Arthavidya Jurnal Ilmiah Ekonomi 22, no. 2 (October 1, 2020): 220–37. http://dx.doi.org/10.37303/a.v22i2.167.
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Abstract: In this research, the analysis gaps of customer expectation towardservice quality of a pet shop business in Depok, East Java, Indonesia by usingParasuraman’s SERVQUAL scale was investigated. The results indicatedthat all five dimensions of SERVQUAL had gaps in expectations andperformance while Reliability, Responsiveness, Assurance and Empathysignificantly gave positive gap scores (P>E). It can lead to satisfaction tocustomers, while Tangible gave a negative gap score (P<E) that affected adissatisfaction; and the customer expectations and the service performancesof the pet shop were exceeding customer expectations (P>E). Overallaverage SERVQUAL gap score was indicating satisfaction to customers. Asa quantitative research, data were collected from 50 respondents of the petshop’s customers using a questionnaire and was analyzed using SPSS. Thisresearch becomes a good input from its customers which opened anopportunity for the pet shop management to improve its businessperformance in the future.Keywords: service quality, customer expectation, service performance, petshop.
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Hudson, Jay T., Bridget K. Behe, Harry G. Ponder, and William E. Barricks. "Consumer Perceptions and Expectations of Garden Center Product and Service Quality." Journal of Environmental Horticulture 15, no. 1 (March 1, 1997): 12–15. http://dx.doi.org/10.24266/0738-2898-15.1.12.
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Abstract We compared consumers' product and service quality perceptions and expectations from five traditional garden centers (TGC) and three non-traditional garden center outlets (NTO) in Charlotte, NC. Customers from both outlets had similar expectations of service and product quality. However, TGCs better met customer expectations with higher perceptions scores and smaller gap scores. Service quality gaps were the difference between customer perceptions and expectations. Gaps were identified for both outlets on four of five service quality dimensions and for the single product quality dimension. TGC and NTO customers ranked assurance and responsiveness as the most important service quality dimensions. Empathy was more important than reliability to TGC customers but their importance was reversed for NTO customers. Both customer groups ranked tangibles as the least important service quality dimension and retailers did not have a gap on this dimension.
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Dogney, Jaydeep, Payal Bhargava, and Arvind Kumar Shrimali. "Analysis of Gap Measurement of Various Dimensions of SERVAQUAL Model in context to Indian Banks." Production Engineering Archives 22, no. 22 (March 1, 2019): 41–44. http://dx.doi.org/10.30657/pea.2019.22.08.
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Abstract To improve the reputation and customer loyalty, a benchmarking analysis is being carried out, which influences the perception of the service quality for banks. With the expansion of competitive interactions, the results can serve as a strategic tool to gain competitive advantage and customer satisfaction. Banks reveal the expectations and expectations of customers regarding the quality of selected services. The process creates and expands its reputation and builds customer loyalty. This research aims to compare the perception of the quality of four leading banks with logical comparisons.
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Jhamb, Deepika, Amit Mittal, and Pankaj Sharma. "THE BEHAVIOURAL CONSEQUENCES OF PERCEIVED SERVICE QUALITY: A STUDY OF THE INDIAN TELECOMMUNICATION INDUSTRY." Business: Theory and Practice 21, no. 1 (May 26, 2020): 360–72. http://dx.doi.org/10.3846/btp.2020.11480.
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The telecom industry in India has witnessed substantial growth over the last decade. Rapid growth of telecommunications is opening up the doors for many telecom players from Europe, Asia and other parts of the world, resulting in increased competition and tariff reductions. In the present competitive environment, the services perceived by the customers and their behavioural intentions play a pivotal role in the customer switching process among service providers. With the changing expectations of service quality, it becomes imperative to discover the gap between customer expectations and customer perception. In this context, the aim of the present study is to identify the existing gap between customer expectations and perceptions and investigate the relationship between post-experience perception of service quality and customers’ behavioural intentions. The data was collected from 500 customers in Delhi NCR, India. Paired sample t-test and multiple correlation analysis were performed. The results of the study points out the key areas wherein the service gaps are considerably high such as reliability and responsiveness. The customer behavioural intentions, such as “Complain to customer service if a problem occurs”, “Switch to another service provider” and “Reducing the usage with a particular service provider”, have shown a strong relationship with quality of service. The findings of the study confirm that the perceptions of customers regarding the quality of service received definitely have an impact on their behaviour.
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Stringam, Betsy, and John Gerdes. "Service gap in hotel website load performance." International Hospitality Review 33, no. 1 (July 1, 2019): 16–29. http://dx.doi.org/10.1108/ihr-09-2018-0012.
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Purpose The purpose of this paper is to investigate how well hotel website load time performance compared against customer expectation benchmarks. In a competitive market, service interactions are important. As customers move to mobile devices, the time to load a website is a critical part of the service delivery. Long load times can lead to poor service experiences, customer frustration and lost business. Hotel website load times on both mobile and desktop devices were examined and compared to service expectations. Design/methodology/approach The study used an online service to assess and compare website load performance using both desktop and mobile devices for 259 international hotel company and sub-brand websites. Findings The time to load hotel websites was significantly slower on mobile devices compared to desktops. Load times on both platforms exceeded 3 s, which is considered best practice. Long load times represent a service gap and can cause dissatisfaction resulting in a potential customer abandoning the website for a competitor’s site, thus affecting sales. Research limitations/implications While the population for the study was robust in size and contained most of the major hotel companies worldwide, it was not exhaustive. Data also represent a snapshot and will change over time. Load times vary based on test location, access device and network traffic. Additionally, web page load times and customer expectations will change as technology evolves. Originality/value Increased use of mobile devices for hotel reservations increases the importance of mobile service delivery. This is the first known study to measure hotel website load times for mobile devices, and to examine both mobile and desktop performance against best practice. The results of this study highlight a service gap, which can lead to loss of business. Given the consistency of the results, the authors suspect that this is an issue that has not been recognized within the industry. This study is valuable because it exposes an issue of website design not generally addressed in the hospitality industry, even though tools are available to monitor site performance.
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McKnight, Susan. "Bridging the gap between service provision and customer expectations." Performance Measurement and Metrics 10, no. 2 (July 3, 2009): 79–93. http://dx.doi.org/10.1108/14678040911005428.
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Saunders, Stephen G. "Service employee evaluations of customer tips: an expectations-disconfirmation tip gap approach." Journal of Service Theory and Practice 25, no. 6 (November 9, 2015): 796–812. http://dx.doi.org/10.1108/jstp-07-2014-0148.
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Purpose – Many service employees rely on non-contractual voluntary customer tips as a major source of their income. The purpose of this paper is to empirically test the relationship between the service employee’s cognitive evaluation of the tip (expectations-disconfirmation tip gap), affective state (AS) and displayed emotions (DE) toward customers in the workplace. Design/methodology/approach – An experimental, between-subjects, scenario-based research design was conducted on 107 waiters in the US restaurant industry. A simple mediation model was first tested, before testing a more complex moderated mediation model that was developed to investigate if employees self-control (SC) moderates the relationship between the employees tip gap, AS, and DE. Findings – An employee’s negative disconfirmation tip gap negatively influences the employee’s AS, which in turn results in negative DE toward customers in the workplace. However, an employee’s positive tip gap does not positively influence the employee’s AS, relative to the control. In addition, employees’ SC does not moderate the relationship, which suggests that when employees experience negative tip disconfirmation they may openly violate the service provider’s display rules and service scripts, and display negative emotions toward customers in the workplace. Research limitations/implications – The scenario-based research design was limited to self-reported perceived levels of SC and DE. The scenario was also limited to one country and one tipping context (i.e. restaurants). Future studies could compliment these findings by conducting both qualitative studies, and survey research that relies on actual tipping data or re-enactments of actual service encounters. Practical implications – Service managers not only need to manage display rules and service scripts to influence employee DE, but also need to manage employee tip expectations, especially when employees expect to receive tips that are greater than actual tips (i.e. negative disconfirmation). Communicating and educating employees on customer tipping and what tips to expect should be central to managing employees who rely on customer tips. Originality/value – Tipping has received very little attention in the services management literature. This study broadens the focus of tipping research in the literature by presenting a more complex expectations-disconfirmation tip gap model.
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Surya, Indah, A. A. P. Agung Suryawan Wiranatha, and I. Wayan Gede Sedana Yoga. "Analisis Kualitas Layanan kepada Konsumen di Nocturnal Coffee Bali dengan menggunakan Metode Model Kano." JURNAL REKAYASA DAN MANAJEMEN AGROINDUSTRI 8, no. 4 (December 26, 2020): 551. http://dx.doi.org/10.24843/jrma.2020.v08.i04.p08.
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Nocturnal Coffee Bali is one of the actors in the culinary business that can maintain the quality of service to customer satisfaction so that the unterests customers do not decrease. The purpose of this study was measurement the level of customer satisfaction from the result of the actual performance gap attribute with customer expectations so that it will be know how much the level of service satisfaction has been provided to customers and provide solutions for improvement. Service Quality and the Kano method were the methods used in this study. The result was obtained in this study were in Kano for the Must-be category on the attribute "Adequate parking space" with a gap score of -1.84. In the One-dimensional category on the attribute "Patience and calmness of employees in serving customers" with a gap score of -0.44. For the Attractive category on the attribute "Employees are willing to help consumers if needed" with a gap score of -0.44.
Keywords : Quality of service, customer satisfaction, service quality, kano method.
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Alifah, Ulfi Nur, Alan Prahutama, and Agus Rusgiyono. "METODE SERVQUAL, KUADRAN IPA, DAN INDEKS PGCV UNTUK MENGANALISIS KUALITAS PELAYANAN RUMAH SAKIT X." Jurnal Statistika Universitas Muhammadiyah Semarang 8, no. 2 (November 30, 2020): 144. http://dx.doi.org/10.26714/jsunimus.8.2.2020.144-151.
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The quality of service provided by the hospital is very important because it can be used as a reference in determining customer satisfaction. Service quality can be perceived as good and successful if the customer is satisfied with the services and suitable with what customers expect. However, if the services are not suitable with customer expectations, the service quality will be perceived as bad. This study aims to analyze the service quality of X Hospital based on five dimensions of service quality. The data was collected by distributing questionnaires to 64 selected respondents who were patients from Hospital X. Then, the data were calculated the value of the gap between customer expectations and perceptions. Then analyzed using the Importance Performance Analysis method and the Potential Gain Customer Value Index to determine the priority of service quality improvement. Based on the research results, there are only 5 indicators that have a positive gap score, which means that the service quality is suitable with customer expectations. From the Importance Performance Analysis quadrant, the indicators of service quality are spread across four quadrants. From the PGCV index, the indicator of service quality that becomes the first priority for improvement is the ease of access to purchase necessities for patients.
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Tannady, Hendy, Filscha Nurprihatin, and Hendy Hartono. "SERVICE QUALITY ANALYSIS OF TWO OF THE LARGEST RETAIL CHAINS WITH MINIMART CONCEPT IN INDONESIA." Business: Theory and Practice 19 (September 10, 2018): 177–85. http://dx.doi.org/10.3846/btp.2018.18.
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Service quality is important because it makes prices more affordable, and also fulfils customer satisfaction. This bolsters trust for customers, and thereby encourages them to keep buying products at retail stores. This research uses Quality Service Analysis method to understand the gap between customers’ expectations regarding service attributes and their perceived satisfaction level. This study also uses the method of Importance and Performance Analysis to determine an attribute’s category. Therefore, it can determine which priorities should be reinforced to improve customer satisfaction. Through SERVQUAL analysis, there are 10 known attributes of each retailer that has the highest gap score. Through IPA analysis, we know that Alfamart has 7 attributes which warrant serious attention from management. This is due to the high expectations of customers on the indicator, and the fact that the management has not managed well. Meanwhile, Indomaret has 9 attributes that warrant serious attention from management.
Dissertations / Theses on the topic "Customer Expectations Gap"
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Poncin, Ines, and Julie Walter-Malcurat. "Online customer experience in service settings : Analysing the customer expectations gap: a focus on the food delivery sector." Thesis, Jönköping University, Internationella Handelshögskolan, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-52940.
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Background: As the result of the constant business evolution and in addition to the 2020 worldwide sanitary crisis, online services demand has significantly increased. Shifting from a physical-based customer experience to an online customer-focused service providing. Multiple studies investigated the online customer experience and customer expectations related to the products industry. However, there seems to have a lack of recent research focusing on online customer experience in service settings. Purpose: The purpose of this study is to analyse the customer experience in online service settings, focusing on the food delivery sector in France. The aim is to highlight a customer expectations gap between the customer expected service and the actual perceived service provided by the company. To fulfil this purpose, three research questions have been established. The authors aim to provide a new conceptual model to contribute to the theory. Method: For the purpose of this study, the research philosophy adopted key elements of interpretivism. A qualitative research design is used, combined with an exploratory case study method. Data were collected through 8 semi-structured interviews using a purposive sampling method and were analysed inductively. Conclusion: The results of this study indicate that the customer expectations gap in the online food service delivery, focusing in UberEats case study, is built upon two main factors: the customer expectations design and the online process, together enabling service improvements identification. The authors have thereby designed a new conceptual model in order to provide online food service providers such as UberEats sustainable solutions to reduce the customer expectations gap while using their app. Keywords: Customer Experience, Customer Expectations, Customer Expectations Gap, Service Quality, Food Delivery Sector, UberEats
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Snyman, Christine. "The customer gap between patients expectations and perceptions of service quality in optometric practices." Thesis, Stellenbosch : Stellenbosch University, 2008. http://hdl.handle.net/10019.1/18187.
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Thesis (MBA)--Stellenbosch University, 2008.ENGLISH ABSTRACT: Optometric practices, as every other organisation, are becoming more aware that the ability to address your patients' needs is the latest challenge and secret to future success. The purpose of this study is to determine the gap between the patients' expectations and their perceptions of the services rendered in the optometric practice. When the patients' perceptions of the service received meets or exceeds their expectations, the patient will be satisfied and will be encouraged to visit the practice again, increasing the long-term profitability of the practice. Most patients lack the knowledge to evaluate the quality of optometric services. As a result, they rely on the integrity and competence of the service provider. Service excellence is a combination of service promptness, quality, and design with the perception of value for money. Reliability is the most important of the five dimensions in determining patient evaluations of service quality. Since the tangible attributes are often the only element of a service that can be evaluated prior to service delivery, managers should pay a lot of attention to this dimension in order to reflect a positive image. As patients become more informed, practices should continuously research and update their strategies for the delivery of quality service. Not only do practices need to understand the current expectations of their patients, but also the future expectations desired. A key issue for future research concerns the relationship between internal service quality and external customer satisfaction as well as employee service orientation, and external service quality.
AFRIKAANSE OPSOMMING: Oogkundige praktyke, soos elke ander organisasie, raak toenemend bewus dat die nuutste uitdaging en geheim tot toekomstige sukses afhang van die vermoë om pasiente se behoeftes aan te spreek. Die doelwit van hierdie studie is om die gapings te bepaal tussen die pasiënt se verwagtinge en hul persepsies van die dienste gelewer in die oogkundige praktyk. Indien die pasiënte se persepsies van die gelewerde diens, hulle verwagtinge aanspreek of oorskry, sal dit pasiënt tevredenheid bevorder en die pasiënt aanspoor om die praktyk weer te besoek, en derhalwe die langtermyn winsgewendheid van die praktyk bevorder. Die meeste pasiënte beskik oor gebrekkige kennis om die kwaliteit van die optometriese dienste te evalueer. Gevolglik vertrou hulle op die integriteit en vaardigheid van die diensverskaffer. Uitstekende dienslewering kombineer stiptelikheid, kwaliteit, en die samestelling van die diens met die persepsie van waarde vir geld. Betroubaarheid is die belangrikste van die vyf dimensies om die pasiënt se evaluasie van die kwaliteit van diens te bepaal. Aangesien die tasbare eienskappe dikwels die enigste element van die diens is wat voortydig deur die pasient evalueer kan word, behoort bestuurders baie aandag daaraan te bestee ten einde 'n positiewe beeld te weerspieël. Aangesien pasiënte toenemend meer ingelig is, behoort praktyke voortdurende navorsing te doen om hulle strategies op te skerp vir die lewering van kwaliteit diens. Praktyke moet nie net slegs die huidige verwagtinge van hul pasiënte verstaan nie, maar ook die verlangde toekomsverwagtinge. 'n Sleutelaspek vir toekomstige navorsing is die verhouding tussen interne dienskwaliteit en eksterne kliëntbevrediging, asook die werknemer se oriëntasie tot dienslewering en eksterne dienskwaliteit.
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El-Nabolsi, Sari, and Banna Kidane. "Expectation gaps between bank Alfa and its customers." Thesis, Mälardalens högskola, Akademin för ekonomi, samhälle och teknik, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-28397.
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Iftikhar, Ahmed, and Zhao Yusi. "Advertising Message and Customer Satisfaction : A Case of LIDL Sweden." Thesis, Mälardalen University, Mälardalen University, School of Business, 2008. http://urn.kb.se/resolve?urn=urn:nbn:se:mdh:diva-4274.
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Title: Advertising message and Customer Satisfaction A case of Lidl Sweden
Problem: “Are the customers satisfied when they compare marketing message with services provided by Lidl grocery store?”
Purpose: We aim to analyze the satisfaction level of customers at Lidl store and how
effective messages delivered in the advertisement.
Method: We used a primary research through the interviews of the managers in Lidl, and
a survey questionnaire by the customers. We also used the secondary data from
the website of Lidl and some qualitative information from textbooks and
different sources.
Conclusion: After the research, we conclude that the advertising messages of Lidl is clear
and most of the customers feel satisfied with price and the quality of Lidl’s
products. However, about the non-food products, the customers do not feel so
pleasant and they do not have much knowledge about after sale services.
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Al-Rayes, Raed N. "Measuring service excellence in banking industry using an integrated approach. An empirical study in the Saudi context." Thesis, University of Bradford, 2006. http://hdl.handle.net/10454/3740.
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The research sought to investigate the Critical Excellence Factors (CEFs) that drive
Excellence in banking industry. Moreover, it examines whether customers perceive
the service of an excellent bank differently from a less-excellent bank.
Three hypotheses were formed then tested through case study and survey strategy
(triangulation), within the Saudi banking industry context. The study combines the
EFQM excellence model as an internal assessment tool (case studies), with the
SERVQUAL gap model for external assessment (questionnaires). Analysing and
contrasting the two sets of results allowed the study to achieve its main objective.
Based on the empirical work, the study identifies several CEFs that must be carefully
considered when driving excellence in banking. These factors were proposed in a
generic integrated model for driving Excellence in Banking.
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Kazemi, Madeleine. "The Assessment of the Customers’ Expectations and Perceptions Towards the Quality of Educational Services : the Case of Industrial Engineering and Management programme at KTH (Royal Institute of Technology)." Thesis, KTH, Industriell marknadsföring, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-169501.
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The services sector is the largest economic sector in the world. In addition, the services sector is growing relative to the rest of the economy even in the countries that are still industrialising. The services sector consists of many subsectors, e.g. education, which currently is the largest global market after health care. Higher education has had a rapid increase in the number of students worldwide. In the Swedish educational scene Industrial Engineering and Management, a Master of Science programme, has long been one of the most applied to engineering-programmes in the country. Every year the average grade needed to be able to get accepted to the education has gotten higher. With these facts presented it can be argued that some of Sweden’s most prominent students apply to the specific education and university. When applying to Industrial Engineering and Management at KTH, these students have an expectation of what they will be attaining if attending. After experiencing the education and the university, the students will have a perception of the educational service. The university can be viewed as a service provider, where the service provided is the education, and the students at the university are the customers. Meeting or exceeding the expectations of customers is what the success of a service organisation depends on. It is therefore necessary to understand what determinates the satisfaction of the service after it is provided. If an organisation or a company does not have this understanding the service will not satisfy the customers. The purpose of this study is to investigate and assess the existing gap, if any, between the perception and expectation of students at Industrial Engineering and Management programme at KTH. The main research questions addressed for the study thus are: What is the customer’s perception towards the quality of service provided? What is the customer’s expectation towards the quality of service provided? Does the quality of provided services meet the student’s expectation? Is there a gap between the existing perception and expectation? The information is collected through an online survey tool sent out to five clusters of students of the education. The overall finding of the research study is that the customer’s perception towards the quality of the service provided is less than than the expectation’s of the quality of the serviced provided, which has created a negative gap between the customer’s perception and expectation. The quality of the provided services of the Industrial Engineering and Management programme at KTH does therefore not meet the student’s expectation.Tjänstesektorn är den största ekonomiska sektorn i världen. Den växer till och med i relation till resten av ekonomin även i de länder som fortfarande industrialiseras. Tjänstesektorn består av många undersektorer, t.ex. utbildning, som för närvarande är den största globala marknaden efter hälso- och sjukvård. Högskole- och universitetsutbildning har haft en intensiv ökning i antalet studenter över hela världen. På den svenska marknaden har Industriell ekonomi på KTH länge varit en av de mest sökta och populära av alla civilingenjörsutbildningarna i landet. Varje år har utbildningens intagningspoäng blivit högre. Således kan det hävdas att en del av Sveriges mest framstående studenter söker sig till denna utbildning på just KTH. Universitet kan ses som tjänsteleverantörer, där den tjänst som tillhandahålls är utbildning, och studenterna vid universitetet är kunderna. Att uppfylla eller överträffa de förväntningar som kunderna har är vad framgången för en serviceorganisation avgörs av. Det är därför nödvändigt att förstå vad som avgör hur tjänsten upplevs. Om en organisation eller ett företag inte har denna förståelse är det svårt att tillfredsställa sina kunder via tjänsten. Syftet med denna studie är att undersöka och bedöma det befintliga gapet, om ett gap existerar, mellan perception och förväntan hos studenter vid civilingenjörsprogrammet Industriell ekonomi på KTH. De huvudsakliga frågeställningar som beaktas i studien är följande: Vad är kundens perception av kvalitén på tjänsten? Vad är kundens förväntan av kvalitén på tjänsten? Har kvalitén på de tjänster som tillhandahålls uppfyllt studentens förväntningar? Finns det ett gap mellan den nuvarande perceptionen och förväntan? Data till studien samlas in via ett online-enkätverktyg som skickas ut till fem kluster av studenter i utbildningen. Den övergripande slutsatsen av studien är att studentens perception på utbildningen som tillhandahålls är lägre än förväntningarna är, vilket har skapat ett negativt gap gällande den upplevda kvalitén på utbildningen.
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Al-Rayes, Raed Nasser. "Measuring service excellence in banking industry using an integrated approach : an empirical study in the Saudi context." Thesis, University of Bradford, 2006. http://hdl.handle.net/10454/3740.
Full textAbstract:
The research sought to investigate the Critical Excellence Factors (CEFs) that drive Excellence in banking industry. Moreover, it examines whether customers perceive the service of an excellent bank differently from a less-excellent bank. Three hypotheses were formed then tested through case study and survey strategy (triangulation), within the Saudi banking industry context. The study combines the EFQM excellence model as an internal assessment tool (case studies), with the SERVQUAL gap model for external assessment (questionnaires). Analysing and contrasting the two sets of results allowed the study to achieve its main objective. Based on the empirical work, the study identifies several CEFs that must be carefully considered when driving excellence in banking. These factors were proposed in a generic integrated model for driving Excellence in Banking.
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STOJANOVIC, SLAVICA, and WU YAQIN LISA. "Förväntningsgapet : Skillnader mellan revisorns roll och småföretags förväntningar på revisorn." Thesis, Högskolan i Borås, Institutionen Handels- och IT-högskolan, 2011. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-20505.
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Revisorers roll har utvecklats genom tiden, från att ta hand om bolagets räkenskaper och gekonsulttjänster till sina kunder till att idag endast granska väsentliga poster och företagetstransaktioner samt hitta felaktigheter i redovisningen. Far menar med revision att revisorn som enoberoende part granskar bolagets årsredovisning och bokslut i syfte att fastställa omredovisningen ger en rättvisande bild av företaget till externa intressenter såsom investerare,banker etc.Syftet med undersökningen är att undersöka hur förväntningsgapet mellan småföretagare ochrevisorer ser ut. Vi har även tänkt ge förslag på hur förväntningsgapet kan minska samt få enuppfattning om vad det var som förorsakade förväntningsgapet, som till slut kan hjälpa oss attuppnå en bättre förståelse på problematiken. För att åstadkomma syftet med uppsatsen har vigenomfört kvalitativa intervjuer med tre revisorer och två ägare till två småföretag.Vår slutsats är att småföretag har bristande kunskap om vad revisorers uppgift och roll innebär.Exempel på deras bristande kunskap är att revisorn kan allting och löser alla företags ekonomiskaproblem, samt att revisorn kan samtidigt bokföra och revidera företagets räkenskaper. Det finnsflera saker som kan anses ha påverkan på förväntningsgapets uppkomst. Dessa är: att revisionenvar lagstadgad länge, att revisionen har ändrats genom tiden, att kommunikationen mellanrevisorn och kunderna är bristande samt att kunderna köper pakettjänster från revisionsbyrå ochanser att revisorn är en del av företaget p.g.a. arvodet de betalar till revisorn. Vi kom fram till attåtgärder som kan införas i syfte att minska eller reducera gapet är: tydligare kommunikationmellan revisorn och kund, mindre omfattande uppdragsbrev samt avskaffande avrevisionsplikten.
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Lindgren, Sophie, and Amanda Tuvhag. "Corporate Social Responsibility : The future of business or just a beautiful surface?" Thesis, Linnéuniversitetet, Ekonomihögskolan, ELNU, 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-19837.
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Master Thesis in Marketing,SchoolofBusinessandEconomicsat Linnaeus University, spring 2012 Authors: Sophie Lindgren and Amanda Tuvhag Title: Corporate Social Responsibility – A successful business strategy or just a trend? Purpose: First of all, this thesis wants to describe managers’ expectations regarding customers’ perception about their retail stores CSR initiatives and furthermore their implemented CSR initiatives. Secondly, to describe customer awareness and engagement towards retail stores CSR initiatives. Finally, to compare the results from retail store and customers, in purpose to identify possible gaps between these two. Research questions:RQ1: What expectations regarding customers’ perception of retail stores CSR initiatives do manager of such stores have and how do they perform CSR activities? RQ2: How aware are customer regarding retail stores CSR initiative and what level of engagement do customer have concerning retail stores CSR activities? Method: The empirical material is based on both a quantitative and a qualitative investigation. The quantitative investigation is the main study and contains of a customer survey whereby the collected sample consist of 150 respondents. A pilot study have been conducted in order to improve the intension of the survey. Further, the qualitative investigation contains five in-depth semi-strucutred interviews with local store managers of the selected retail stores. Conclusion: Customer thinks retail stores CSR initiatives are important, but they seldom support them. Retail store expect customers to value CSR products/action low in relation to other factors, but retail store are engaging themselves in several CSR actions. Keywords: Corporate Social Responsibility (CSR), marketing strategy, business ethics, sustainability, reputation, food industry, retailers, gap-model, perception, customer, retail store industry, expectation, environmentally certified, ecological products, fair trade.
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Wu, Shu-Hui, and 巫淑惠. "Perception Gap on the Expectations of Customer Service:Ａ Case of Restaurant A." Thesis, 2009. http://ndltd.ncl.edu.tw/handle/61000240213299093768.
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碩士國立高雄第一科技大學
行銷與流通管理所
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Restaurant industry grows rapidly along with the competition is getting hot as the demand is increasing in Taiwan, while the customers are becoming more demanding and desire to have diversified choices of foods and services. Many restaurants intend to attract more business by developing and putting forth the new products, consequently the scale of product differentiation is getting shrunk. It is very challenging to understand and fulfill the customer expectations as customer expectations are dramatically changing. How to improve the Customer Satisfaction on the service quality will be an important key objective of the restaurant industry. The objective of this investigation is to explore the Strength vs. Weakness, and the Opportunities vs. Threats associated with Restaurant-A in the area of service quality through PZB Gap analysis model #1: The Executive Management’s Perception Gap on the Expectations of Customer Service Quality. The processes are to interview the focus groups to collect and analyze related information so as to investigate the perception gap between the Consumer and the Restaurant management; then to draw conclusion and counter-proposal as the reference for Restaurant-A to consider incorporating into future business strategy. The consolidated research results from this investigation indicated that: There is significant perception gap between the Consumer and the Restaurant management on the customer expectations of service quality; in addition, the competition threat is dramatically severe with the restaurant industry. To maintain the leading edge position of Restaurant-A in the industry, it suggested the following counter-proposals as the reference guides for their operations: To well train people and enhance aggressive & proactive service attitude of employees to upgrade the service level toward total customer satisfaction; To benchmark the innovations of the competitors; To develop the customized foods & drinks in competitive price to delight the customers, and fix the perception gap between the customer and the Restaurant. At last, this investigation researched the art of restaurant management in the area of operational practices, and also highlighted the limitation and the future directions of the subject investigation.
Book chapters on the topic "Customer Expectations Gap"
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"Understanding Customers' Expectations." In Service Marketing Strategies for Small and Medium Enterprises, 1–23. IGI Global, 2019. http://dx.doi.org/10.4018/978-1-5225-7891-8.ch001.
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The chapter seeks to provide insight into service quality by illustrating influential models in service marketing discipline: SERVQUAL and GAP model. Moreover, the authors provide literature support of both SERVQUAL and GAP model by inducing their evolution, usage, and limitations. The authors undertook qualitative research on 10 SMEs to understand the gap between consumers' expectations and service delivery. The finding indicates experience economy as a mediating factor in minimizing gaps between expectations and behavior intention on consumers. Moreover, after conducting 30 documented observations of provider-customer interactions, it was also revealed that the role of empathy plays a vital part in moderating the components (dimensions) of service quality. The authors then provide a conceptual framework based on the results revealed. As the research was conducted via qualitative approach, the limitations of the study center around the small sample size used and lack of empirical procedure, which the authors suggest be conducted as avenues of future study.
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Mittal, Alok Satishchandra, and Sunita Jatav. "Service Quality Significance in Banking Industry with Reference to India." In Advances in Marketing, Customer Relationship Management, and E-Services, 309–23. IGI Global, 2016. http://dx.doi.org/10.4018/978-1-5225-0143-5.ch018.
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This research tried to investigate consumer expectations and perceptions about elements of service quality of most used public, private and foreign banks in Indian context and actual services received by the customers. Apart from service quality this research tried to analyze the best bank in terms of benchmarking, which they follow because every time requirements of customers are changing but according to changing customer expectations what steps banks should take during services was also analyzed in research. Data was analyzed by taking expected – perceived /actual services and gap was determined between both of them. Impact of benchmarking and service quality towards expected and actual services was thus found out with regards to the service quality model concerning the influences of perceived service quality.
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Morgado, Andre Vilares. "Bridging the Academic-Practitioner Divide in Marketing." In Advances in Marketing, Customer Relationship Management, and E-Services, 39–61. IGI Global, 2019. http://dx.doi.org/10.4018/978-1-5225-6295-5.ch006.
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In recent years, marketing practice has increased in complexity, becoming more challenging. This situation demands that marketing professionals be better prepared to face the difficulties of the market. Business schools play a key role in training marketing professionals. However, there is a strong divide between the expectations held by marketing professionals and those held in academia. This chapter considers this phenomenon from a theoretical point of view and explores its causes. The author argues that business schools are able to play a key role in bridging theory and practice in marketing. The chapter closes by offering several suggestions for how business schools might increase the relevance of marketing research while reducing the gap between marketing theory and practice. In particular, the chapter offers a set of policies that business schools can implement in order to close this gap.
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Bansal, Anand Parkash, and Vishnuprasad Nagadevara. "Understanding Expectations, Perceptions and Satisfaction Levels of Customers of Military Engineer Services in India." In Advancing the Service Sector with Evolving Technologies, 219–38. IGI Global, 2012. http://dx.doi.org/10.4018/978-1-4666-0044-7.ch015.
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Customer satisfaction and client orientation concepts are needed in all service providing organisations, including those engaged in construction and infrastructure provision within the public sector where the public perception about their services is at its lowest. This study measures the expectations and perceptions of various service elements among clients of Military Engineer Services (MES) in India. Customers’ survey mode was used to measure the expectations, perception, importance and satisfaction. The perceived quality of services provided by this department was measured with SERVQUAL instrument on selected attributes using the Gap approach for identifying priorities. Additionally, this study also examines the influence of demographic characteristics of clients on expectations and perceptions of the clients. The results can be used by similar organisations for cultural and structural change to increase accountability and performance, in which the results indicate that the three most important dimensions in the order of importance among the clients of MES are tangibles, responsiveness and reliability.
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"Listening to Customers Through Qualitative Research." In Service Marketing Strategies for Small and Medium Enterprises, 24–47. IGI Global, 2019. http://dx.doi.org/10.4018/978-1-5225-7891-8.ch002.
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Despite their importance as the largest contributor to the economic growth of a country, many SMEs fall behind in attaining customer satisfaction. This can be as a result of the gap that exists between expectations of customers and the deliverables by the SME providers. In the previous chapter, the authors explained the role of service quality via SERVQUAL and the GAP model. This chapter will, therefore, extend the argument by providing insights into the importance of qualitative research to enhance the services provided by SMEs in order to minimize this “GAP.” The chapter first illustrates the service blueprint to highlight the importance of service design to carry out the business. Later, various qualitative studies undertaken in service marketing discipline are highlighted. Using a qualitative approach, two separate studies (i.e., focus group studies) were conducted involving 10 SME providers and 10 SME consumers in the automotive industry (i.e., used car sales showroom). The FGDs provided insights into identifying the critical incidents of success (and or failure) of these SMEs.
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Fox, Alexa K., and Scott Cowley. "Customer Service on Twitter." In Advances in Marketing, Customer Relationship Management, and E-Services, 130–53. IGI Global, 2015. http://dx.doi.org/10.4018/978-1-4666-8408-9.ch006.
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Twitter is one of the world's most popular social media websites, and company spending on social media is rapidly increasing. One area of investment for companies in social media is customer service, but many marketers struggle to understand how micro-blogging can be integrated into customer service efforts. The purpose of this chapter is to explore customer service interaction on micro-blogs by understanding company and customer expectations on Twitter. The authors examine (1) whether gaps in service expectations exist between consumers and companies in a customer service scenario and (2) the impact of specific customer service response configurations on these consumer-company expectation gaps. Results of a study of Twitter users and customer service providers suggest that differences exist between customers' expectations of customer service on Twitter and companies' understanding of these expectations. The authors discuss how managers can use their understanding of these differences to make better decisions about service delivery through Twitter and other social media websites.
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Ghosh, Meghdoot, and Indrajit Ghosal. "Service Quality Perceptions of the Customers in the Insurance Sector in West Bengal." In Advances in Marketing, Customer Relationship Management, and E-Services, 298–308. IGI Global, 2016. http://dx.doi.org/10.4018/978-1-5225-0143-5.ch017.
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The quality of the service is a pre-requisite for any service organization's market performance and subsequently, economic performance. Managers in any service sector are under increasing pressure to demonstrate that their services are customer-focused and that continuous performance improvement is being delivered. Given the financial and resource constraints under which service organizations must manage it is essential that customer expectations are properly understood and measured and that, from the customers' perspective, any gaps in service quality are identified. Measuring Service Quality becomes indispensable for any service organization to monitor and control the quality of service delivery and enjoy competitive advantage.
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Happy, Anwara. "Could Cloud TQM Drive Sustainable Development?" In Advances in Business Information Systems and Analytics, 140–61. IGI Global, 2015. http://dx.doi.org/10.4018/978-1-4666-6445-6.ch010.
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This chapter proposes Cloud TQM (Total Quality Management) as a driving force behind sustainable development (SD). The aim of this chapter is to identify how sustainable development could be achieved by effectively integrating TQM philosophy in the organization where Cloud system could be used to help minimize the cost of sustainability. Specifically, this chapter focuses a better way to fill the differences (gap) between customer expectation and supplier perception that are usually identified in respect to delivered goods and service to the customer. The gaps that this chapter is focusing on are quality, cost, and delivery time. However, the essence of Cloud TQM is to focus on all related functions of an organisation in a consistent manner and on a regular basis. To focus on the continuous improvement process, this chapter emphasises the importance of implementing a technique of reducing or minimising such gaps, thereby contributing towards successful operation of firms to drive sustainable development.
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Zykov, Sergey. "Software Development Crisis." In Research Anthology on Recent Trends, Tools, and Implications of Computer Programming, 1145–62. IGI Global, 2021. http://dx.doi.org/10.4018/978-1-7998-3016-0.ch053.
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Software development is critically dependent on a number of factors. These factors include techno-logical and anthropic-oriented ones. Software production is a multiple party process; it includes customer and developer parties. Due to different expectations and goals of each side, the human factors become mission-critical. Misconceptions in the expectations of each side may lead to misbalanced production; the product that the developers produce may significantly differ from what the customers expect. This misbalanced vision of the software product may result in a software de-livery crisis. To manage this crisis, the authors recommend using software engineering methods. Software engineering is a discipline which emerged from the so-called “software crisis” in the 1960s: it combines technical and anthropic-oriented “soft” skills. To conquer the crisis, this chapter discusses general architecture patterns for software and hardware systems; it provides instances of particular industries, such as oil and gas and nuclear power production.
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Mouakket, Samar. "Investigating the Motives of Customers' Continuance Intentions towards Online Reservation." In Web-Based Services, 1509–33. IGI Global, 2016. http://dx.doi.org/10.4018/978-1-4666-9466-8.ch067.
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Despite the growth in online reservation in recent years, research surrounding customer continuance intentions regarding this service remains insufficient. This research attempts to fill this gap by integrating the e-service quality model with the expectation–confirmation model (ECM) to measure continuance intentions regarding online reservation. Data was collected from a survey of users who have prior online reservation experience at two universities in the United Arab Emirates. Statistical analysis was performed to test the relationships among the different research variables using structural equation modeling (SEM). The results show that all the e-service quality dimensions proposed in this study significantly affect utilitarian value, with the exception of e-service quality related to responsiveness. Furthermore, utilitarian values positively influence hedonic values and both utilitarian and hedonic values have a positive influence on satisfaction. Finally both subjective norms and satisfaction are significantly associated with continuance intentions regarding online reservation. Implications of the study and directions for future research are provided.
Conference papers on the topic "Customer Expectations Gap"
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Ridchenko, Oleg. "“Mind the Gap” - How to Manage Growth of Customer's Expectations." In 2010 6th Central and Eastern European Software Engineering Conference in Russia (CEE-SECR 2010). IEEE, 2010. http://dx.doi.org/10.1109/cee-secr.2010.5783167.
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SAKAS, DAMIANOS P., and TERZI MARINA. "MEASURING SERVICE QUALITY IN THE GREEK'S SHIPPING TRANSPORTATION SECTOR: THE EMERGING GAP IN CUSTOMERS' EXPECTATIONS AND PERCEPTIONS." In Proceedings of the International Conference on ICMMS 2008. IMPERIAL COLLEGE PRESS, 2010. http://dx.doi.org/10.1142/9781848165106_0049.
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Picton, Paul J. "Economic Considerations in the Development of New Repairs for Gas Turbines." In ASME 1998 International Gas Turbine and Aeroengine Congress and Exhibition. American Society of Mechanical Engineers, 1998. http://dx.doi.org/10.1115/98-gt-559.
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The economic concerns of developing a new repair procedure for a gas turbine for commercial production can be more challenging to overcome than the technical concerns. New repairs face a wide variety of economic and technical issues that branch into all phases of an operation. Coordination of a repair requires cooperation between engineering, production, finance, customer service, marketing, regulatory agencies, materials/purchasing, and senior management. A complete financial analysis of both internal and external expectations is required for a fiscally responsible project. This paper will examine the economic consideration underlying repair development and will include a discussion of the interaction and interests between the various functional groups.
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Chmilar, W. S. "Evaluation of Gas Turbine Reliability Effects Using the Sustainable Capacity Methodology." In ASME 1997 International Gas Turbine and Aeroengine Congress and Exhibition. American Society of Mechanical Engineers, 1997. http://dx.doi.org/10.1115/97-gt-110.
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The reliability of gas turbine driven compressor units is a major factor in the ability of a pipeline system to satisfy delivery or service requirements. However, despite it’s importance, unit reliability is not typically considered in design or operations. At Nova Gas Transmission Ltd (NGTL), a reliability evaluation methodology, referred to as Sustainable Capacity, has been developed to quantify service expectations through the explicit consideration of the effects of gas turbine reliability. The methodology, which has been adapted from one widely used in the electric power industry, is based on the representation of the load and capacity processes with statistical models. Time-series representing simultaneous load and capacity profiles are generated and evaluated to determine reliability expectations. A cost-benefit methodology which recognizes the variation in the value attributed to pipeline reliability by individual customers is also used to assess the economic efficiency of any proposed system modification. Although developed as a system design tool, the Sustainable Capacity methodology can also be used to quantify the value of gas turbine maintenance strategies provided the effect on unit reliability can be quantified.
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Alt, Norbert, Hans-Dieter Sonntag, Stefan Heuer, and Michael Schlitzer. "Powerful, Clean Yet Silent." In ASME 2006 Internal Combustion Engine Division Spring Technical Conference. ASMEDC, 2006. http://dx.doi.org/10.1115/ices2006-1428.
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Internal combustion engine development nowadays is characterized by decrease of exhaust gas emissions and increase of specific power and torque. Combustion noise excitation and fuel consumption have to be decreased in parallel. All these goals can be met today due to the development of advanced combustion systems and the increased flexibility of fuel injection system and ECU. But hereby, combustion system development and vehicle application have become more complex in recent times. A precise and simple description of ‘combustion noise’ is not trivial in this context. The customer subjective impression of e.g. diesel knock intensity, at vehicle interior and exterior, is the relevant value for this. Combustion noise excitation today is described by using the in-cylinder pressure based FEV CSL. Full calibration NVH potential is explored hereby, while meeting the emission and fuel consumption targets. FEV CSL-CAL is the in-house developed tool for NVH related vehicle calibration. All important ECU parameters are optimized simultaneous under the customer-relevant driving conditions hereby. Additionally, sound quality objective parameters for judgment of subjective combustion noise impression — FEV SQO — are used to find the optimal calibration map, for steady state as well as for cold start and during acceleration. By all this, combustion noise is described well and can be optimized toward customer expectation.
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Staroselsky, Naum, Saul Mirsky, Leonid Shcharansky, Lev Mints, Bogdan V. Budzulyak, Valery V. Remizov, Alexander Z. Shaykhutdinov, Alexander D. Sedykh, and Anatoliy M. Boyko. "The Design of a Control System for Pipeline Compression Applications." In 2000 3rd International Pipeline Conference. American Society of Mechanical Engineers, 2000. http://dx.doi.org/10.1115/ipc2000-270.
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The Russian natural-gas distribution system includes 125,000 miles of pipe and some 250 major pumping stations equipped with 3,700 turbine-driven compressor units. A majority of these stations were built in the 1970s and 1980s: consequently, their operational efficiency is lower than modern stations equipped with high-efficiency compressor units. In order to improve the efficiency of these compressor stations, over half of the compressor units are being retrofitted with integrated, turbine-and-compressor control systems allowing them to operate closer to pipe pressure, turbine temperature-pressure limits, and compressor surge. It is projected, and results so far confirm, that these new control systems will not only increase compressor-station efficiency and significantly reducing the amount of gas diverted to fuel the downstream pumping stations, but will increase the amount of gas that can be transported. Additionally, several of the new or refined control algorithms, developed to meet customer expectations and acceptance tests, should be applicable in other areas and applications.
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Pirmoradi, Zhila, and G. Gary Wang. "Sensitivity and Correlation Analysis and Implications in Scalable Product Family Design for Plug-In Hybrid Electric Vehicles." In ASME 2015 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. American Society of Mechanical Engineers, 2015. http://dx.doi.org/10.1115/detc2015-46687.
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Plug-in Hybrid Electric Vehicles (PHEVs) bear great promises for increasing fuel economy and decreasing greenhouse gas emissions by the use of advanced battery technologies and green energy resources. The design of a PHEV highly depends on several factors such as the selected powertrain configuration, control strategy, sizes of drivetrain components, expected range for propulsion purely by electric energy, known as AER, and the assumed driving conditions. Accordingly, design of PHEV powertrains for diverse customer segments requires thorough consideration of the market needs and the specific performance expectations of each segment. From the manufacturing perspective, these parameters provide the opportunity of mass customization because of the high degree of freedom, especially when the component sizes and control parameters are simultaneously assessed. Based on a nonconventional sensitivity and correlation analysis performed on a simulation model for power-split PHEVs in this study, the product family design (PFD) concept and its implications will be investigated, and limitations of PFD for such a complex product along with directions for efficient family design of PHEVs will be discussed.
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Bonzani, Federico, Carlo Piana, and Domenico Zito. "VeLoNOx™ Combustion System Operating Experience on Heavy Duty Gas Turbine." In ASME Turbo Expo 2010: Power for Land, Sea, and Air. ASMEDC, 2010. http://dx.doi.org/10.1115/gt2010-22254.
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In order to improve operability and flexibility, Ansaldo Energia has upgraded its top of the line AE94.3A gas turbine with a new combustion system called VeLoNOx™ (Very Low NOx) based on its own experience. This new combustion system meets the most stringent pollutant limitations (as of today) required by the governments all over EU, i.e. less than 15 ppm NOx emissions. The system has been first tested intensively on a single AE94.3A built by Ansaldo Energia. Due to the long term service agreement with the customer the whole operation has been constantly monitored and all most relevant operational conditions have been tested. Then has been installed on other engines. Up to now VeLoNOx™ combustion systems have been cumulating more than 25000 EOH on many sites, showing very good performances in line with expectations. Orders for many retrofit applications have been already awarded. This paper describes the performance of the system on the units of Ansaldo Energia fleet such as AE94.3A2 and AE94.3A4, focusing on the improvements carried out during commercial operation.
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Engelbert, Christian, Mikael Nilsson, Ariane Sutor, and Francesco Montrone. "Application of a Reliability Model to Gas Turbine Design." In ASME 2008 Power Conference. ASMEDC, 2008. http://dx.doi.org/10.1115/power2008-60100.
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The most important attribute of a product is quality. Quality influences the economics of an investment but also the economics of the manufacturer and can be a break point to the manufacturer’s prosperity. Consciously but often subconsciously quality is “just” expected and can therefore be seen as a straight measure of customer satisfaction — in the Kano-terminology quality is a “Must Have” parameter. In the power industry quality is generally being expressed and measured in RAMS (Reliability, Availability, Maintainability and Safety). For the development of new power generation equipment like gas turbines the targets are being laid out very early in the project. Since the development of gas turbine components can be a multi year undertaking it is paramount that the targets contain this element of future customer expectations. This ultimately drives the design team to challenge the technical boundaries — a gas turbine parameter that is satisfactory in today’s market environment might not be pleasing anymore in tomorrow’s changing environment. This is not only valid for the engines thermal performance but also for its reliability and availability. Siemens industrial gas turbines and components are therefore being developed with “Reliability Centered Design” in mind. This report describes the application of a predictive reliability engineering methodology to the development of new gas turbine components and how it influenced the design team’s decision making. The reliability analysis and prognosis is based on a predictive fault tree model with supporting Markov models to address consecutive failures or failure probabilities of stand by equipment. It has been validated with field data. While observation data retrieved from operational engines are being used for direct improvements of existing turbine designs the model based approach has its merits in supporting new designs by considering design or system alternatives. Further more it provides the sensitivities of the reliability of the gas turbine with respect to the components’ reliabilities. The model comprises the core engine but also the auxiliary systems within the package. This paper has been jointly prepared by the industrial gas turbine design team located in Lincoln (UK) and Finspa˚ng (Sweden) as well as Siemens reliability engineering team from Corporate Technology in Munich (Germany).
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Chakravarthy, Vijayaraghavan, Joe Weber, Abdul-Aziz Rashad, Arun Acharya, and Dante Bonaquist. "Oxygen Liquefier Using a Mixed Gas Refrigeration Cycle." In ASME 2003 International Mechanical Engineering Congress and Exposition. ASMEDC, 2003. http://dx.doi.org/10.1115/imece2003-42124.
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This paper presents the design, selection of equipment, testing, and analysis of a 2 TPD (76 kg/hr) prototype oxygen liquefier that employs a mixed gas refrigeration cycle. Small scale oxygen plants (30–60 TPD) based on VPSA systems (Vapor Pressure Swing Adsorption) periodically require liquid back-up to provide uninterrupted supply of O2 gas to customers during planned plant maintenance. Supply of liquid for back-up, especially to customers in remote locations, is expensive and difficult. Economically designed MGR liquefiers will fulfill this market need. The 2 TPD prototype O2 liquefier is based on the dual loop MGR Rankine cycle (see Figure 1). The forecooler loop provides refrigeration at the warm end (233K). R507 is used as a refrigerant for the forecooler in the warm end loop. The main refrigeration loop uses a mixture of R218, R14 and N2. The main advantage of separating the refrigerants into two different loops is to avoid freezing of high boiling point refrigerants at liquid O2 temperatures in the main refrigeration loop. The process and mixture composition were optimized using the HYSYS process simulation package. Very useful insights were gained in terms of reducing the irreversibilities in the heat exchanger. Low cost innovative designs were adopted for the heat exchangers. For example: (1) plate-and-frame heat exchangers were successfully used for multiple gas streams, (ii) a spirally wound coiled heat exchanger was used to liquefy oxygen. Similarly, the compressors used in the forecooler and main cycle were low cost, off-the-shelf items used in conventional refrigeration systems. The liquefier unit was initially demonstrated and a liquid making capacity of 1.5 TPD at a unit power of 44 kW/TPD was achieved. Subsequent modifications to the heat exchangers resulted in meeting the design expectations at a unit power of 37 kW/TPD.