TABLE OF CONTENTS
Contents Page No.
Chapter I??????????????????????????????1
1. Introduction 1
1.1 The need for the study 3
1.2 Significance of the study 4
1.3 Statement of the problem 4
1.4 Hypothesis 5
1.5 Objectives of the study 5
1.6 Scope of the study 6
1.7 Methodology 6
1.8 Tools of analysis 7
1.9 Organization of the study 7
Chapter II?????????????????????????????..8
2. Review of related literature 8
2.1 Customers 8
2.1.1 Types of customers 9
2.1.2 Types of offers made to customers 9
2.2 Service Marketing 10
2.2.1 Service standards 10
2.2.2 Service objectives & standards 11
2.2.3 Setting the strategy 11
2.2.4 Consisten ...