Measuring Service Quality Expectation and Perception Using SERVQUAL: A Gap Analysis
نویسندگان
چکیده
منابع مشابه
Measuring Service Quality: SERVQUAL vs. SERVPERF Scales
Quality has come to be recognized as a strategic tool for attaining operational efficiency and improved business performance. This is true for both the goods and services sectors. However, the problem with management of service quality in service firms is that quality is not easily identifiable and measurable due to inherent characteristics of services which make them different from goods. Vari...
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ژورنال
عنوان ژورنال: Business and Economics Journal
سال: 2015
ISSN: 2151-6219
DOI: 10.4172/2151-6219.1000162