Gauging service experience and funding the best digital touch point


Shujaat Ali


Master of Business Administration Executive

Faculty / School

Faculty of Business Administration (FBA)

Year of Award

Spring 2020

Project Type

MBA Executive Research Project

Access Type

Restricted Access


Textile Industry -- Pakistan | Economic Growth | Customer satisfaction

Executive Summary

The aim of this study is to gauge customer level of satisfaction, towards the technical services provide by SPGPrints and to find the best digital touch point to reach the customers. The foundation of this study is based on SERVQUAL model which is based upon five dimensions, namely; tangibility, reliability, responsiveness, assurance and empathy. The study aims to explore the relationship between factors of SPSGPrints technical services amongst customers located in different cities of Pakistan (Karachi, Lahore, and Faisalabad) and personals present at different managerial levels (Top, Middle, and Lower Level managements). Program: EMBA Photocopying is prohibited. To be used within library premises Methodology: Questionnaires were formed with the objective to identify the research factors. A pre-survey focus group was organized at SPGPrints Karachi.

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