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Aug 6, 2020 · This study aims to investigate the concept of port service quality (PSQ) and examine its influence on customer satisfaction in the container port sector in Vietnam. Tepe, R. (2015), “ A study on the service quality components of container shipping ”, Master’s thesis, Dokuz Eylul University, Graduate School of Social Sciences. Thai, V Read more...
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between customer satisfaction and service quality. In order to meet customer demand, many companies need to better serve their customers. Better quality of service can usually get a higher market share and better returns slu & mou (2003). Providing excellent customer satisfaction and high service quality is the Read more...
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TABLE OF CONTENTS DOCTORAL THESIS List of figures / 4 List of tables / 5 List of graphics / 8 Introduction / 9 Chapter. 1. STRATEGIC MANAGEMENT PROCESS/ 12 1.1. Conceptual delimitations / 12 1.1.1.Strategy concept / 12 1.1.2.Strategic planning concept / 17 1.1.3. Strategic management concept / 18 Read more...
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STUDY OF SERVICE QUALITY IN THE PUBLIC BUS TRANSPORT: CUSTOMER COMPLAINT HANDLING AND Service Science Master Thesis Date/Term: Spring 2009 Supervisors: Bo Enquist Samuel Petros Sebhatu . ii ABSTRACT TransJakarta Busway is one effort to solve the problem of poor performance of public transport especially on bus Read more...
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Mar 23, 2021 · Service Quality and Customer Satisfaction: Antecedents of Customers' Repatronage. Intentions. Sunway Academic Journal, 4, 60-73. Fida, B. et al., (2020). Impact of Service Quality on Customer Read more...
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Jan 1, 2010 · The purpose of this paper was to assess the service quality of a call centre as perceived by its employees using the SERVQUAL model. The paper focused on employees as internal customers and the Read more...
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1.1.1 Evolution of quality 2 1.1.2 Service quality 3 1.1.3 Servqual scale 4 1.1.4 Servperf scale 7 1.1.5 Unweighted and weighted paradigms 9 1.2 Notation and Problem Definition 10 1.3 Methods to Determine the Weights. Classical Tools 12 Read more...
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see the service quality of the company from the customer’s point of view? The research is restricted to the customers of the Company X in Etelä-Karjala area. 1.3 Structure of the research The thesis consists of two parts. The theoretical study part is based on the theo-ry of service quality, service quality determinants, SERVQUAL instrument Read more...
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service quality, customer satisfaction and customer retention of the grey market segment specifically in the department store settings. Three factors, namely Personal Interaction, Store Image and Convenience were identified as the key service quality dimensions perceived by grey market consumers at their favorite department stores. Read more...
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May 12, 2020 · Service quality delivery is considered an important factor to consider in establishing customer satisfaction and the relationship that will be developed between the company and the customers [Doctoral thesis]. Purdue University. Google Scholar. Herington C., Weaven S. (2009). E-retailing by banks: E-service quality and its Read more...
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Oct 7, 2020 · Seaport terminals are major facilitators of international trade. One issue that is very crucial to the performance and survival of seaport terminals is the quality of service provided. However, in order to enhance the quality of service provided at these terminals, it is important to know customers’ expectations and perceptions about service quality. Read more...
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Service quality is the difference between a consumer’s perception and expectation of a service (Grönroos, 1982). Seth, Deshmukh & Vrat (2005) defined ervice quality as the s address the five service quality dimension in this thesis. 1.6. Disposition of the Study This entire research includes six (6) chapters. Chapter one (1) focuses on Read more...
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