Essays about: "servqual model of service quality"

Showing result 1 - 5 of 17 essays containing the words servqual model of service quality.

  1. 1. Service Quality in Accounting Firms: its Effect on Client Satisfaction and Loyalty : A quantitative study based on the Swedish listed companies

    University essay from Karlstads universitet/Handelshögskolan (from 2013)

    Author : Mohammed Ahmed; [2018]
    Keywords : Quality of service; SERVQUAL; SERVPERF; customer loyalty; customer satisfaction; Accounting firms; Nasdaq Stockholm OMX.;

    Abstract : Abstract Background: The quality of service is considered as an essential component in any service industry. It has been evolved in service marketing and has often been used in other research fields and sectors. READ MORE

  2. 2. An Exploratory Study of Employees’ Perceptions on Service Quality in the Examinations Council of Zambia

    University essay from Lunds universitet/Företagsekonomiska institutionen

    Author : Pranyou Promkaew; Ronald Mwelwa Tembo; [2017]
    Keywords : service quality; employees’ perception; SERVQUAL; public organisation; qualitative approach; Business and Economics;

    Abstract : Service quality has been recognised as an important aspect for service organisations, however few studies have focused on service quality in public organisation, especially from the employee’s point of view. Employee perceptions are considered vital to the service quality in organisations as employees directly interact with customers and provide the services. READ MORE

  3. 3. Service Quality Perspective and Customer Satisfaction: : Xingya Technical Communication Company

    University essay from Högskolan i Gävle/Företagsekonomi; Högskolan i Gävle/Företagsekonomi

    Author : Yuan Chi; Yaqi Quan; [2016]
    Keywords : Service quality; Customer satisfaction; differentiated services; service promptness;

    Abstract : Aim: The purpose of this study is to investigate the evaluation and conceptualization of service quality and its interactive impacts for customer satisfaction. This study provides some positive and constructive proposal to make up the service gap ,and provides preliminary results supported by SERVQUAL model to measure the mutual interactions between service quality and customer satisfaction. READ MORE

  4. 4. Identifying critical service issues in the service encounter – a first step in the development of a conceptual model for the shipping industry

    University essay from Lunds universitet/Institutionen för service management och tjänstevetenskap

    Author : Claas Boomgaarden; [2015]
    Keywords : LSQM; Shipping Industry; Service Science; Service Dominant Logic; Relationship Marketing; PDSQ; INDSERV; SERVQUAL; Service Encounter; Service Quality; Social Sciences;

    Abstract : Title Identifying critical service issues in the service encounter – a first step in the development of a conceptual for the shipping industry Author Claas Boomgaarden Key Words Service Quality, Service Encounter, SERVQUAL, INDSERV, PDSQ, LSQM, Shipping Industry, Service Science, Service Dominant Logic, Relationship Marketing Purpose The purpose of this research is to provide a first step in the development of a conceptual model for service quality in the shipping industry. Theoretical Perspectives This study is embedded in the theoretical field of service quality. READ MORE

  5. 5. Understanding Customer Value in SAP Enterprise Mobility : An exploratory study to identify value drivers in the German enterprise mobility industry

    University essay from Umeå universitet/Företagsekonomi

    Author : Jur van de Graaf; [2014]
    Keywords : customer value; business-to-business marketing; enterprise mobility; IT; SERVQUAL; service quality; price;

    Abstract : The goal of this research was to explore what the value drivers are in SAP Enterprise Mobility. On the basis of existing literature a model was created that predicts customer value in this particular industry. READ MORE