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| Tekijä: | Lam, T.K.P. |
| Otsikko: | Making sense of SERVQUAL's dimensions to the Chinese customers in Macau |
| Lehti: | Journal of Market-Focused Management
2002 : MAR, VOL. 5:1, p. 43-58 |
| Asiasana: | BANKS CONSUMER BEHAVIOUR SERVICE QUALITY CHINA |
| Kieli: | eng |
| Tiivistelmä: | To confirm the sustainability of the SERVQUAL framework within an Eastern business context, a replication study was conducted in Macau, a small place which is adjacent to Hong Kong and has just been returned to PRC from the Portugese administration. In March, 1999, about 230 customers of a local bank were surveyed on the 22 items of the SERVQUAL. |
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