SERVQUAL model

In this study, the author examined the SERVQUAL model's service quality evaluation elements involving customer satisfaction. More specifically, the hypothetical model was proposed to examine how each component of service quality affects customer satisfaction specifications.

8p viengfa 28-10-2024 3 2   Download

The study was carried out by surveying 181 individual customers who are Gen Y and have been using fast food services at fast food stores in Hanoi and using the SERVQUAL model with 5 independent variables: Tangibility, Responsiveness, Assurance, Reliability, and Empathy.

8p vifilm 11-10-2024 1 1   Download

The main objective of the research is to examine internet banking service quality’s impact on customer satisfaction of Bank for Investment and Development of Vietnam (BIDV). This study is a quantitative study using the SERVQUAL model developed by Parasuraman et al. (1988) in internet banking service to define 5 dimensions of internet banking service quality as independent variables and customer satisfaction is the dependent variable. Questionnaires were also given for 320 customers and 300 surveys which were valid for analysis.

16p toduongg 24-08-2024 3 0   Download

Trên cơ sở nghiên cứu từ mô hình SERVQUAL của Parasuraman và cộng sự (1985) và mô hình Perceived Service Quality Model - PSQM của Gronroos (1984), tác giả đã phát triển và vận dụng để đo lường sự mong đợi của khách hàng là giải pháp để có thể phục vụ khách hàng một cách thỏa đáng và hiểu được cảm nhận của khách hàng hơn tại Vietcombank chi nhánh TP.HCM.

13p vivacation2711 23-10-2021 46 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 283 80   Download