Measuring Customer Satisfaction by Applying the Approach of SERVQUAL for Quality Service Improvement in the Public Sector (eBook, PDF)

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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 o...

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