Presentation - Service Quality Customer Satisfaction and...

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Service Quality, Customer Satisfaction and Behavior Intentions Evidence from China’s Telecommunication Industry Yonggul Wang and Hing-Po Lo
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Introduction This article focuses on most important factors of manufacturing/Servic e sector i.e. Service Quality, Customer
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Key terms Service quality: It involves a comparison of expectations with performance. It is a measure of how well a delivered service matches the customers expectations. Customer Value: Difference between what a customer gets from a product, and what he or she has to give in order to get it.
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Key terms Customer Satisfaction: It is a measure of how products and services supplied by a company meet or surpass customer expectations
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Objectives To identify the key drivers of Customer Value and Customer Satisfaction To study the dynamic relationships
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Research Question Is there a dynamic relationship among Service Quality, Customer Value, Customer Satisfaction and they influence on
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SERVQUAL Model SERVQUAL Model is applied in this research. This model is used to compare customer’s satisfaction and their
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SERVQUAL Model It has following five generic factors: 1. Tangible Physical facilities, equipments etc.
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Propositions Statements
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This note was uploaded on 10/26/2011 for the course ECONOMICS 105 taught by Professor Ak during the Spring '11 term at Punjab Engineering College.

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Presentation - Service Quality Customer Satisfaction and...

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