INVESTIGATING DISCREPANCIES BETWEEN E-SERVICES IMPLEMENTING OR NOT ISO 9001: CUSTOMERS' OUTLOOK IN THE BACKDROP OF E-SERVICES IN CATALONIA (SPAIN)
This paper seeks to investigate from customers ? perspective, if the implementation of ISO 9001 with the scope directly related to customers (offices, claims, etc.), spawn any discrepancies on service quality, customer perceived value, customer satisfaction, customer loyalty and customer service rec...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Center for Quality, Faculty of Engineering, University of Kragujevac, Serbia
2012-03-01
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| Series: | International Journal for Quality Research |
| Subjects: | |
| Online Access: | http://www.ijqr.net/journal/v6-n1/4.pdf |