Verwandte Artikel zu Measuring Customer Satisfaction by Applying the Approach...

Measuring Customer Satisfaction by Applying the Approach of SERVQUAL for Quality Service Improvement in the Public Sector - Softcover

 
9783668163652: Measuring Customer Satisfaction by Applying the Approach of SERVQUAL for Quality Service Improvement in the Public Sector

Gratis für den Versand innerhalb von/der Deutschland

Versandziele, Kosten & Dauer

Suchergebnisse für Measuring Customer Satisfaction by Applying the Approach...

Foto des Verkäufers

Sebastian Regber
Verlag: GRIN Verlag, 2010
ISBN 10: 3668163650 ISBN 13: 9783668163652
Neu Taschenbuch

Anbieter: AHA-BUCH GmbH, Einbeck, Deutschland

Verkäuferbewertung 5 von 5 Sternen 5 Sterne, Erfahren Sie mehr über Verkäufer-Bewertungen

Taschenbuch. Zustand: Neu. Druck auf Anfrage Neuware - Printed after ordering - Research Paper (postgraduate) from the year 2010 in the subject Business economics - Operations Research, grade: A-, University of Auckland (Management), course: Advanced Operations Management, language: English, abstract: This literature review contains the conceptual background including a definition and model of SERVQUAL, a critique followed by a review of SERVQUAL in the public sector. Conclusion and implications for future research follow.Since market competition has become more antagonistic, the awareness of customer service has risen. The last two decades show that quality of service ought to be the key of success of the marketing strategy. Therefore, the vendor should get a chance to measure it in order to rate his competitiveness. According to Zeithaml et al. (1988), research and company experience reveals that advanced service quality generates calculable gains in returns, cost savings and market share. Thus, there was the motivation to develop a service quality model.Recently, the established and well-known model of measurement of service quality is SERVQUAL, established as a tool by Parasuraman et al. (1985; 1988). Furthermore, it has been widely used since the mid-eighties in several case studies. Parasuraman et al. (1985) are the pioneers of service quality measurement, and they developed it further over the years through a series of academic papers to be selectively considered in the following literature review. Nyeck et al. (2002) stated that several researchers in this area emphasize the explanation of the perceived quality by using SERVQUAL approach due to its popularity caused ¿by its ease of use and by adaptability to diverse service sectors¿ (p.102). Artikel-Nr. 9783668163652

Verkäufer kontaktieren

Neu kaufen

EUR 17,95
Währung umrechnen
Versand: Gratis
Innerhalb Deutschlands
Versandziele, Kosten & Dauer

Anzahl: 1 verfügbar

In den Warenkorb

Foto des Verkäufers

Sebastian Regber
ISBN 10: 3668163650 ISBN 13: 9783668163652
Neu Taschenbuch

Anbieter: buchversandmimpf2000, Emtmannsberg, BAYE, Deutschland

Verkäuferbewertung 5 von 5 Sternen 5 Sterne, Erfahren Sie mehr über Verkäufer-Bewertungen

Taschenbuch. Zustand: Neu. Neuware -Research Paper (postgraduate) from the year 2010 in the subject Business economics - Operations Research, grade: A-, University of Auckland (Management), course: Advanced Operations Management, language: English, abstract: This literature review contains the conceptual background including a definition and model of SERVQUAL, a critique followed by a review of SERVQUAL in the public sector. Conclusion and implications for future research follow.Since market competition has become more antagonistic, the awareness of customer service has risen. The last two decades show that quality of service ought to be the key of success of the marketing strategy. Therefore, the vendor should get a chance to measure it in order to rate his competitiveness. According to Zeithaml et al. (1988), research and company experience reveals that advanced service quality generates calculable gains in returns, cost savings and market share. Thus, there was the motivation to develop a service quality model.Recently, the established and well-known model of measurement of service quality is SERVQUAL, established as a tool by Parasuraman et al. (1985; 1988). Furthermore, it has been widely used since the mid-eighties in several case studies. Parasuraman et al. (1985) are the pioneers of service quality measurement, and they developed it further over the years through a series of academic papers to be selectively considered in the following literature review. Nyeck et al. (2002) stated that several researchers in this area emphasize the explanation of the perceived quality by using SERVQUAL approach due to its popularity caused ¿by its ease of use and by adaptability to diverse service sectors¿ (p.102). 20 pp. Englisch. Artikel-Nr. 9783668163652

Verkäufer kontaktieren

Neu kaufen

EUR 17,95
Währung umrechnen
Versand: EUR 1,99
Innerhalb Deutschlands
Versandziele, Kosten & Dauer

Anzahl: 2 verfügbar

In den Warenkorb