Customer expectations, perceptions and satisfaction on service quality by instep training service provider / Jackline Peter

Peter, Jackline (2015) Customer expectations, perceptions and satisfaction on service quality by instep training service provider / Jackline Peter. [Student Project] (Unpublished)

Abstract

Service quality is needed for creating customer satisfaction and service quality is connected to customer perceptions and customer expectations. Oliver (1997) argues that service quality can be described as the result from customer comparisons between their expectations about the service they will use and their perceptions about the service company. That means that if the perceptions would be higher than the expectations the service will considered excellent, if the expectations equal the perceptions the service is considered good and if the expectations are not met the service will be considered bad.

Metadata

Item Type: Student Project
Creators:
Creators
Email / ID Num.
Peter, Jackline
2013625948
Subjects: H Social Sciences > HF Commerce > Consumer satisfaction
H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions: Universiti Teknologi MARA, Sarawak > Kota Samarahan Campus > Faculty of Business and Management
Programme: Bachelor of Business Administration with Honours (Marketing)
Keywords: Service Quality, SERVQUAL, Customer Expectation and Perception, Customer Satisfaction INSTEP Training Service Provider.
Date: June 2015
URI: https://ir.uitm.edu.my/id/eprint/43541
Edit Item
Edit Item

Download

[thumbnail of 43541.pdf] Text
43541.pdf

Download (1MB)

Digital Copy

Digital (fulltext) is available at:

Physical Copy

Physical status and holdings:
Item Status:

ID Number

43541

Indexing

Statistic

Statistic details