About this document
Customer Perceptions of Service Quality by SimantoPreeom is a document available to read on EtoBox.
This chapter discusses customer perceptions of service quality and satisfaction. It explores how customers evaluate services based on their expectations and experiences, and whether they are satisfied. The chapter focuses on the perceived service quality aspect of the gaps model. It differentiates between customer satisfaction as a broader concept, and perceived service quality which is a component of satisfaction. The chapter then examines the five dimensions that determine customers
- Author
- SimantoPreeom
- Language
- EN