Thursday, October 21, 2010
Saturday, October 16, 2010
Parasuraman, Zeithaml, and Berry (1985) developed a conceptual framework called the “GAPS model”. The primary thesis of this model is that the service quality shortfall (i.e. GAP 5, the gap between customers’ service expectations and perceptions) is a result of a series of shortfalls within the service provider’s organization (i.e. GAPS 1-4). Thus, improving the quality of service experienced by customers (i.e. GAP 5) requires diagnosing the causes and correcting the internal deficiencies (i.e GAP 1-4).
A service quality audit was conducted for Aphalodge Hotel based on the conceptual GAPS Model of Service quality. A sample of the result is shown in Appendix 2 of this report. The scope covers a sample size of ten respondents (employees). The purpose of the Service Quality Audit is to identify any service deficiencies in Aphalodge Hotels’ services by applying the results to the Gaps Model of Service Quality and then analyzing them. The respondents had to fill in questionnaires comprising of 31 questions covering the five GAPS (i.e GAP 5, and GAP 1-4). The objectives of the report are then to analyse the Customer Gap (GAP 5); one of the Provider Gap (GAP 1-4); and to recommend effective strategies for implementation to close two of the Provider Gap (GAP 1-4).
Findings for GAP 5, showed that the perception was lower than expectation which means customer is dissatisfied with the service level. Aphalodge has a reasonable understanding of customer expectations but not the customer perception of service.
Findings also show that for closing the “listening gap” (Gap 1): Aphalodge have some form of mechanisms in place for channelling feedback from front-line staff to management; management have some direct contact with users; and management at least occasionally perform customer-contact roles.
Aphalodge in closing the “service design and standards gap” (Gap 2): management are quick to dismiss user expectations as unrealistic or unreasonable; have an informal, non-continuous process for setting service specifications; and performance-evaluation criteria do not take “input” and “efficiency” type measures. Improvements have to be made here.
In closing the “service performance gap” (Gap 3): Aphalodge have reasonable support for front-line staff with reasonable technology and information systems; does provide adequate training to front-line staff; recognize and take steps to reduce potential role stress among front-line staff.
In closing the “communications gap” (Gap 4): mechanisms are in place to encourage communication across different functional areas; do communicate to customers about what will be provided to them; do scrutinize all external communication intended for users to prevent over-promising; and are careful to price their service so as not to raised customer expectations.
The report critically analysed in detail the strategy of Aphalodge for closing Gap 2. The report also recommended two strategies to close Gap 1, and Gap 3. In closing Gap 1, it is recommended to have effective service recovery efforts and plan for service failures. It is also recommended to have good customer relationship and to provide service guarantees. For closing Gap 3, Aphalodge is recommended to implement human resource policies strategy. This strategy is focused on the importance of effectively recruiting, hiring, training, compensating and empowering employees. It is also to ensure that service quality delivery is consistent across employees, teams and units. Finally, the report includes the implementation plan to activate these two strategies.
Sunday, October 10, 2010
Mission: Impossible 4 will be filmed in Dubai among other cities.
Sources said that the actor has been asked to be tight-lipped about the role by the Hollywood studio.
Saturday, October 9, 2010
|Why So Sad....|
Why so sad....
High expectations, high hope.....
Listen young, listen close......
Said I will, said I shall......
Life is not what, life is not how.....
Why so sad.......
I was up, I was high....
I had joy, I had hope....
Where to now, what to do....
Life goes on, life cannot stand still.....
Why so sad.....
To myself, to my own....
Solitary me, sorrow me...
Shameful me, hurting me....
Why so deep, why so blunt...
Why so sad......
Where is hope, where is joy....
Where is light, why so dark....
Why so silent, why my heart...
What went wrong, why so cruel...
Why so sad.....
Look high up, look beyond.....
Look for joy, look for hope.....
Find the hope, find the joy....
Find the peace, find the strength...
Why so sad....
Hope today, hope beyond....
Hope on give, hope on learn...
Hope on pure, hope on love...
Hope on young, hope on new...
Written by Apharock
Thursday, October 7, 2010
What day is it today that everybody decide to go out on the road. Can't they just stay in the office and work and be productive.
It seems the bad jive is out. Even people are walking on the car path......what's wrong with walking at the pavement.
Is there someday like this where the bad jive collides to make driving hell?
Everybody seems to be in such stress. Is it the exam week? Are all the parents out there fetching their kids from school?
Tuesday, October 5, 2010
Only suitable for Lady Gaga fans. A bad video take of Lady Gaga performing with Yoko Ono for Plastic Ono Band tribute concert.
You can see her transparent dress but no shots of her butt so sorry for those waiting for that. See Apharock's previous post if you can't get enough of her butt.
Credits to : YouTube Uploader
Compiled by Apharock
Monday, October 4, 2010
Sunday, October 3, 2010
Stay cool and relax and remember to smile and the papers will smile at you.
Rest well and stay healthy and have confidence in yourself. And whatever happens, do your best and be happy.
Here is something to keep you steady and calm for the exams.
Credits to: YouTube Uploader
Compile by Apharock
Apharock listens to these music videos when researching for his term papers.
This is Apharock's Featured Music Video of the month of October -
B.o.B - Airplanes (Feat. Hayley Williams of Paramore)
Credits to: YouTube Uploader
APHAROCK'S FEATURED MUSIC VIDEO OF THE MONTH, compiled by Apharock
Saturday, October 2, 2010
Why, because my daughter got a pair of invites and my wife gets to go instead. A girls nite out and left me all alone here.
Anyway, to remind me what I am missing I am putting the images of the party here again.
|Now you know why my wife is going instead of me. It's Jojo after all.|
|Luna Bar in the sky: I would have enjoyed a drink overlooking the skyline of KL.|
|Luna Bar in the sky: What a relaxing time I would have had.....missed.|
|Luna Bar in the sky: They knew I would have pushed the winner into the pool or possibly jump in myself.|
Rantings by Apharock.
Friday, October 1, 2010
|Apharock in 1964: Apharock in diapers looking for the DiGi iPhone 4?|
|Apharock in 1966: Weeee, I'm going to get a DiGi iPhone 4 in 2010|
|Apharock in 1969: Apharock looking for the DiGi iPhone 4 on Satok bridge.|
|Apharock in 1971: DiGi iPhone 4 with 70's design?|
|Apharock in 1972: This big fish didn't get away, will the DiGi iPhone 4?|
|Apharock in 1974: Close your mouth Apharock, you haven't won the DiGi iPhone 4 yet & wear your shirt.|
|Apharock in 1981: What huge glasses you have Apharock, a DiGi iPhone 4 will go nicely with that.|
|Apharock in 1985: With your girl in Wave rock and looking bored? No DiGi iPhone 4 leh.|
|Apharock in 1991: His big day would be really complete with a DiGi iPhone 4.|
|Apharock in 1993: 4 generation of Apharock's. Hmmm DiGi iPhone 4 would be nice too.|
|Apharock in 2009: Thanks for the birthday gifts guys, I love you, but is there by any chance a DiGi iPhone 4 in there?|
|Apharock in 2010: DiGi iPhone 4 Life, Apharock's life.|
DiGi iPhone 4 Life, created by Apharock.
Thursday, September 30, 2010
Thanks to Apharock readers for your attention
We take a break from our regular programming to bring you a community service message about something that is rather worrying to us lately.
As you might already know, there are 2 types of Nuffnang campaigns that bloggers may earn from: Metered Cost per Impression (mCPM) Campaigns, which pay according to the number of blog visitors who view the ads running on blogs; and Cost-Per-Click (CPC) campaigns, which pay bloggers based on the number of clicks generated on the ads.
Wednesday, September 29, 2010
After repeatedly saying "sorry", "sorry" she revealed that she had made a mistake and that Amanda was the winner of Australia's Next Top Model.
Sarah's humility in making a live-on-air mistake, Kelsey's humbleness in accepting the mistake graciously and Amanda's lighthearted reaction and candid acceptance speech make this for me, Australia's Next Top Model real and a most humbling experience.
I must admit I was never keen on the top model series but now after watching the Australia's Next Top Model Finale, I am a converted fan.
Tuesday, September 28, 2010
This integrated marketing communication plan outlines the communication objectives, strategies, and tactics required for a successful execution of integrated marketing for Nissan Hybrid Car Sports Coupe. Additionally, this plan provides the framework for product launch communication activities. The 2011 Nissan 370Z Hybrid Sports Coupe will be launched in 2011 and thus production units are not readily available for public testing feedback.
Sunday, September 26, 2010
|Most affordable plan, click for more|
|iDiGi Postpaid Plans|
|Save with iDiGi Plans|
|Cash and Credit Card Payment Option|
|Easy Payment Plan Option|
DiGi iPhone 4 Real, created by Apharock
Saturday, September 25, 2010
After a whole day business meetings with client I will go for a swim in Paris Hilton. The pool is nice and warm and I love to lay there by the poolside and then read through my favourite news.
Luckily for me, my iPhone 4 has the cool apps: Entertainment Tonight - ET
|iPhone 4 ET apps|
I can keep updated on what's happening with Paris Hilton. She's hot!
|iPhone 4 ET view|
Too bad she canceled her trip to Malaysia.
At least I can still keep track of the Hollywood happenings from my iPhone 4. What will I do without the iPhone 4 ET - Entertainment tonight apps. So hot!!
Friday, September 24, 2010
Who doesn't want an iPhone 4. Free from DiGi, of course I want.
Look at my old phone. Don't get me wrong. It serve me well for 3 years, still has a 2 megapixel camera. Lost the cable though long time ago so cannot download any pictures taken.
|Good ole buddy|
I especially love the camera of the iPhone 4.
|iPhone 4 with 5 megapixels in-built camera|
And what about apps?
|iPhone 4 Apps: iBooks|
|iPhone 4 iBooks supports PDF format|
iBooks also supports PDFs, so I can sync my reference papers in PDFs and read them using iBooks.
I could continue with a long list of iPhone features and Apps that has me drooling but "iPhone 4", "you got me at camera and iBooks".
Written by, Apharock
Thursday, September 23, 2010
|Datuk Nicol David overjoyed with her 5th World Open squash title|
Datuk Nicol David did Malaysia proud again by winning the 2010 World Open squash title. Malaysian sports superstar Datuk Nicol David has equalled the record of five World Open squash titles held by Australia's Sarah Fitz-Gerald.
Datuk Nicol David cruised to a 11-5 11-8 11-6 victory over Egyptian fourth seed Omneya Abdel Kawy in Wednesday's final crushing the home crowd's hopes of a win.
It was the latest chapter in the 27-year-old's illustrious career, which was marked earlier this month by her 50th successive month atop the world rankings.
"My focus was strong throughout the tournament," said David after the successful defense of the title in which she did not drop a single game.
"I really wanted this. I didn't want to let it slip.
"It's amazing that I can do something that Sarah has done, because she's such a great player."
David, now the winner of 48 WISPA World Tour titles from 63 finals, will now fly to Delhi for the Commonwealth Games as overwhelming favourite to capture the only significant title missing from her collection.
Good luck for the upcoming Commonwealth games, we are proud of you Datuk Nicol Ann David.
Wednesday, September 22, 2010
Most years as far as I know the moon is covered by the clouds and today it was pouring and again the moon is hiding herself. But it would not be a mooncake festival post if I don't at least insert an image of the moon so here it is.
|Full moon sitting on top the Tokyo Tower, Japan|
I took this photo the last time I visited Tokyo Tower and it was a perfect moonlit might with the moon sitting right perfectly on top the Tokyo Tower.
Mooncake festival must of course have mooncake. It come in all sorts of packaging and I think the packaging cost more than the cake themselves.
|Lotus with single egg yolk mooncake|
You have all sorts of typesof moon cake and the above pictures I have shown two types. For the children, the best time of the mooncake festival is the lantern playing time.
|Lantern set up|
|The whole neighbourhood join in the fun|
|Lantern strung up on bushes|
|Traditional lanterns are still the best|
Happy Mooncake Festival to all from Apharock.
Tuesday, September 21, 2010
|Apharock first buffered earning|
But before I can jump for joy and say hurrah, it left in a hurry and I never saw it back again.
I miss you buffered earning, when are you coming back again...sniff sniff.
Monday, September 20, 2010
From Youtube: Performed and choreographed by Suzanne Cleary & Peter Harding
Credits to: Youtube Uploader
Thursday, September 16, 2010
|Photos : Exciting rear view|
|Photos : Aggressive front design sets this hybrid apart|
|Photos : Available HID headlights give the driver great visibility at night|
|Photos : It may not look the part but it is a hybrid|
|Photos : LED brake lights add to the high-tech feel of the CR-Z as well as providing enhanced visibility to other drivers.|
|Under the hood, you'll find the eager 1.5-liter, 16-valve, i-VTEC® 4-cylinder engine with IMA|
|Photos : The CR-Z's interior was designed for functionality and to enhance the driving experience.|
|Photos : Silver-mesh sport seats are both comfortable and supportive|
|Photos : Driver-centric controls are within easy reach|
|Photos : Steering-wheel mounted controls provide convenient access to the most-used features|
|Photos : The standard automatic climate control allows you to set the temp and forget it|
|Photos : With the 3-mode drive system the driver can customize the CR-Z's performance|
|Photos : The tachometer color provides a visual reminder of your driving performance. In both Normal and ECON™ mode, the glow transitions between blue and green. In Sport mode the color stays red.|
|Photos : The Eco Guide monitors and rewards efficient driving habits|
|Photos : The audio system offers compatibility to a number of different music storage devices.|
|Photos : The available Honda Satellite-Linked Navigation System™ with Voice Recognition helps you get where you need to go.|
|Photos : The CVT takes the simplicity and ease of an automatic transmission and adds the option of control.|
|Photos : Textured aluminum pedals give the CR-Z EX a racier feel.|
|Photos : The navigation screen provides the added convenience of displaying song and track information.|
|Photos : 2011 Honda CR-Z Hybrid Sports Coupe in red|