The measurement of service quality by using SERVQUAL and quality gap model
نویسندگان
چکیده
منابع مشابه
The measurement of service quality by using SERVQUAL and quality gap model
The aim of this paper is to determine the status of service quality based on gap model in the insurance industry. The research method was an applied and Survey –Correlation type. The statistic population includes all managers, employees and customers of Iran's three insurance companies namely Alborz, Iran and Dana. The sample volume of various categories viz. managers, employees and customers a...
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the aim of the present study was to investigate the frequency and the type of discourse markers used in the argumentative and expository writings of iranian efl learners and the differences between these text features in the two essay genres. the study also aimed at examining the influence of the use of discourse markers on the participants’ writing quality. to this end the discourse markers us...
15 صفحه اولservice quality measurement of the student counseling center using servqual model
conclusions by studying the gap between perceptions and expectations of students from counseling services, we can provide the base for developing appropriate programs for the improvement of counseling services. results the result of this study showed that there were some differences between students’ perceptions and their expectations of counseling services quality (z = -12.91; p < 0.0001). the...
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Background: Treatment of drug addicts is one of the main strategies of drug control in Iran. Client satisfaction strongly influences the success of any treatment program. This study aimed to explore the difference between customer expectations and perceptions in drug addiction treatment centers of Kerman, Iran, using SERVQUAL model. Methods: Using a cross-sectional design 260 clients referring ...
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ژورنال
عنوان ژورنال: Indian Journal of Science and Technology
سال: 2012
ISSN: 0974-6846,0974-5645
DOI: 10.17485/ijst/2012/v5i1.30