Measuring Information System Service Quality: SERVQUAL from the Other Side
نویسندگان
چکیده
Asal usul SERVQUAL Instrumen ini awalnya dibangun oleh para peneliti di bidang pemasaran untuk mengukur kualitas pelayanan secara umum, karena pada saat itu kualitas pelayanan menjadi salah satu fokus ayng sering dibahas dalam pemasaran. Instrumen ini diperkenalkan oleh Zeithaml, Parasuraman & Berry dalam buku mereka yang berjudul Delivering Quality Service; Balancing Customer Perceptions and Expectations, Free Press, 1990.
منابع مشابه
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ورودعنوان ژورنال:
- MIS Quarterly
دوره 26 شماره
صفحات -
تاریخ انتشار 2002