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Mar 23, 2021 · This study will clarify its nature by empirically assessing on the effects of service quality on customer's perceptions and satisfaction.
- Travis Vu
Feb 13, 2019 · Service quality is an assessment of how well a delivered service conforms to the client's expectations. Service business operators often assess the service quality provided to their...
Feb 8, 2018 · We aim to examine how courier service quality dimensions such as tangibility, reliability, responsiveness, assurance, and empathy can affect customer satisfaction.
Discover why developing an effective service quality management system can be key to providing customers with exceptional customer services and how ISO 9001 certification can help you exceed customer expectations.
Service quality is seen as the major driving force for business sustainability (Carlzon, 1987), it is also recognized as the success factor for firms (Rust and Oliver, 1994) and higher profitability (Gundersen et al., 1996).
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The problem to measure the quality of a service lies in its properties: intangibility, heterogeneity, and inseparability (Parasura-man et al., 1985). First, service quality is not countable and is hard to measure before it is used by the customer (Parasuraman et al., 1985).
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Key chapters of Winning in Service Markets are available as stand-alone publications in e-book and paperback: • Vol. 1: Understanding Service Consumers • Vol. 2: Positioning Services in Competitive Markets • Vol. 3: Developing Service Products & Brands • Vol. 4: Pricing Services & Revenue Management • Vol. 5: Service Marketing ...
