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Project Information
SDS-095
Consulting Services for the Preparation and Implementation of a Stakeholder Satisfaction Evaluation of NDCs Overall Performance as an Investment Partner, Client and Lessor
Consulting Services for the Preparation and Implementation of a Stakeholder Satisfaction Evaluation of NDCs Overall Performance as an Investment Partner, Client and Lessor
| Description of Project | The general objective of the NDC
Stakeholder Satisfaction Evaluation is to get feedback and measure,
using quantitative and qualitative information, the satisfaction of
primary stakeholders of NDC on its performance as an investment partner,
client and/or lessor. Read MoreThe client satisfaction survey framework involves the use of a customer perception tool known as the SERVQUAL or RATER framework. SERVQUAL or RATER is a quality management framework developed in the mid-1980s by Zeithaml, Parasuraman & Berry to measure quality in the service sector. The model is a multi-item scale that breaks down the notion of service quality into five dimensions which were derived from five years of qualitative and quantitative customer service quality research: Reliability, Assurance, Tangibles, Empathy; and Responsiveness (RATER) (Parasuraman, Berry and Zeitham, 1988 and 1990). These five basic criteria are used by clients, consciously or subconsciously to assess satisfaction of a service. |
| Description of Services Provided |
-Designed survey proposal and schedule; -Conduct of key informant interviews. Data gathered for the survey include perceptions of active clients/partners of NDC related to the quality of service; and -Performed analysis of results and submission of the Client Satisfaction Survey (CSS) report |
| Client | National Development Company |
| Location | National Capital Region |
| Country | Philippines |
| Period Covered | November 2016 - December 2016 |
| No. of Staff Months | 2.00 person-months |
| Associated Consultant | None |
| No. of Staff Months Provided by Associated Consultant |
0.00 person-months |