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 [Student Project] (Unpublished)

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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.

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Item Type: Student Project
Creators:
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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)
Item ID: 43541
Uncontrolled Keywords: Service Quality, SERVQUAL, Customer Expectation and Perception, Customer Satisfaction INSTEP Training Service Provider.
URI: https://ir.uitm.edu.my/id/eprint/43541

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