haku: @indexterm service quality / yhteensä: 221
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| Tekijä: | Ranjbarian, B. Abad, R.G.S. |
| Otsikko: | A comparison of customer satisfaction construct with perceived overall service quality |
| Lehti: | Journal of international marketing and marketing research
2009 : JUN, VOL. 34:2, p. 97-111 |
| Asiasana: | customers service quality |
| Kieli: | eng |
| Tiivistelmä: | Creating value for customer is crucial for enhancing customer satisfaction in competitive markets. This study tries to find out whether customer satisfaction and overall service quality are two different constructs. The study is based on customers of auto-repair industry in Iran and it applies grey system theory to determine the influence degree of each quality factors proposed by Parasuranam et al.(1985) on satisfaction and overall service quality. The conclusion is that customer satisfaction and overall service quality are two different constructs since the ranking order of quality factors' influence on customer satisfaction was not the same for overall perceived quality. |
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