Service Quality Management

Managing the quality of products and services is very important in ensuring that business excels in meeting its customer requirements and achieves organizational goals. Recent studies around service quality management cover quality management and total quality management in various contexts. However, knowledge on effect of service quality management on performance of vernacular radio firms is lacking. This study explored the effect of service quality management on performance of vernacular radio broadcasting firms in western Kenya. The study adopted explanatory research design on 16 vernacular radio stations from the western region of Kenya covering the Nyanza and Western Counties. Primary data was collected and analysed descriptively. The study revealed that service quality management positively and significantly predicts performance of vernacular radio broadcasting firms in Western Kenya (β = 0.839, p<0.05). The regression weight value of 0.839 implies that an increase of 1 standard deviation in the management of service quality is likely to lead to an increase of 0.839 standard deviations in performance of vernacular radio broadcasting firms. The study concluded that service quality management has a positive and significant effect on the performance of vernacular radio broadcasting firms in western Kenya, and accounts for up to 70.4% of the variation in firm performance.

Events can be differentiated into many types based on the category, size and domain such as public events which has a big number of audience and participants or private events which revolve around the primary interest of individuals, small or miniature private groups. Such types of event can be considered as mega events which are organized in a large scale and can cater a huge cluster of people gathered in a single place. Carnivals are fall under the category of cultural celebrations. Although there are many carnivals celebrated in different locations of the globe, including different locations in Brazil as well as many other catholic countries but Rio de Janeiro’s carnival is extremely popular all over the globe due to its gargantuan size and flamboyant performances. In this report, we will discuss the complexities involved in organizing Rio de Janeiro’s Carnival in 2014, its SWOT analysis, risk management and services available in the carnival.

Este material corresponde a la información empleada por el Dr. Octavio Reyes en los Seminarios de actualización y capacitación dirigidos a los ejecutivos de la Alta Dirección que requieren de un compendio de información concreta, suficiente y acorde  las necesidades de sus puesto y a la disponibilidad del tiempo destinado a dicho evento.