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Found 5 essays matching the above criteria.

1. 1. The effectiveness of servqual in measuring service quality and the impact of technology on customer satisfaction

   University essay from Karlstads universitet/Fakulteten för ekonomi, kommunikation och IT

   Author : Andrey Mikhailov; Kungaba Cedric Pefok; [2010]
   Keywords : SERVQUAL; service quality; customer satisfaction; technology; self-service; coproduction; cocreation; service dominant logic; public transportation; customer complaints;

   Abstract : Service quality and customer satisfaction are becoming increasingly important in today‟s business environment which is characterised by fierce competition between the service providers. In this regard it is very imperative that companies assess themselves by measuring service quality. READ MORE

3. 2. Clients’ Perspectives Toward Audit Service Quality of the Big 4 inThailand

   University essay from Fakulteten för ekonomi, kommunikation och IT

   Author : Pitchaya Sonsa-ardjit; Ramon Vejaratpimol; [2010]
   Keywords : Audit Service Quality; Auditing; Auditor; Clients Perspective; Big 4; SERVQUAL; AUDILQUAL;

   Abstract : Purpose The purpose of this thesis is, firstly, to investigate clients’ perspective toward the Big 4’s financial audit service quality. Secondly, the gaps between clients’ perceptions and expectations of audit service quality provided by the Big 4 audit firms will be studied. READ MORE

4. 3. Service Quality : Expectations, perceptions and satisfaction about Service Quality at Destination Gotland - A case study

   University essay from Institutionen för humaniora och samhällsvetenskap

   Author : Therese Carlsson; Kabir Md. Hussain; [2010]
   Keywords : Service quality; customer satisfaction; expectations; perceptions; case-study; SERVQUAL; Destination Gotland.;

   Abstract : This thesis is discussing and analysing expectations and perceptions about service quality in Destination Gotland. The aim is to analyze and research about the role of service quality for creating customer satisfaction and we want to find out the gap between expectations and perceptions through the customers point of view. READ MORE

5. 4. Service quality of Thai travel agency, Thailand Resor AB, in Sweden

   University essay from Akademin för hållbar samhälls- och teknikutveckling

   Author : Rotjarek Lumyong; Suppalak Suksom; [2009]
   Keywords : ;

   Abstract : The customers perceived all 5 SERVQUAL dimensions; tangibles, reliability, assurance, responstiveness, and empathy, pertaining service quality performance at low level when compared with their expectation. Thailand Resor AB should fulfill these 5 gaps and pay attention at assurance dimension concerning conveying trust and confidence because of the highest gap. READ MORE

6. 5. Service Quality of Thai Travel Agency, Thailand Resor AB, in Sweden

   University essay from Akademin för hållbar samhälls- och teknikutveckling; Akademin för hållbar samhälls- och teknikutveckling; Mälardalens högskola; Akademin för hållbar samhälls- och teknikutveckling

   Author : Rotjarek Lumyong; Suppalak Suksom; [2009]
   Keywords : service quality; servqual model;

   Abstract : The customers perceived all 5 SERVQUAL dimensions; tangibles, reliability, assurance, responstiveness, and empathy, pertaining service quality performance at low level when compared with their expectation. Thailand Resor AB should fulfill these 5 gaps and pay attention at assurance dimension concerning conveying trust and confidence because of the highest gap. READ MORE