Customers’ perception of service quality

This study’s analysis of the discrepancy/gap between expectations and perceptions of the quality of service, identifies deficiencies and areas of dissatisfaction that offer opportunities for university managers to improve overall student services, to build a long-term relationship with the customers, and to improve the institution’s reputation.

288p runthenight04 02-02-2023 12 3   Download

The study is to examine customers’ perception of service quality and overall satisfaction in the boutique hotel industry of Kolkata, West Bengal. The perceived service quality of hotel attributes is to be examined and the factor structure of service quality perception is to be determined.

6p guineverehuynh 21-06-2020 27 4   Download

The issue is of importance to address the often raised concerns of differences in working and quality of services provided by public and private sector banks.

12p guineverehuynh 22-06-2020 13 1   Download

Service firms like other organizations are realizing the significance of customer-centered philosophies and are turning to quality management approaches to help managing their businesses. This paper has started with the concept of service quality and has demonstrated the model of service quality gaps. SERVQUAL as an effective approach has been studied and its role in the analysis of the difference between customer expectations and perceptions has been highlighted with support of an example.

10p emvitbeo 17-12-2009 284 80   Download