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Understanding Customer Satisfaction & Quality by Aloba Segun is a document available to read on EtoBox.

What is Understanding Customer Satisfaction & Quality about?

The document discusses various concepts related to customer satisfaction and quality management including definitions of customer satisfaction, transactional vs cumulative satisfaction, expectancy disconfirmation theory, customer perception, factors that influence perception, approaches for measuring service quality including SERVQUAL and its five gaps, and the SERVPERF model.

Author

Aloba Segun

Language

EN