Service Quality : (Service Gap Analysis) A case study - "Komvux"

Service Quality : (Service Gap Analysis) A case study - "Komvux"

The customer‘s standard of living and consciousness is demanding the importance of service quality. Service quality is mandatory to provide added value to the customers, retain and make loyal customers. This paper focuses on the customer expectation, customer perception and the gap between customer...

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Bibliographic Details
Main Authors: Sultana, Sarmin, Rana, Shohel
Format: Others
Language:English
Published: Högskolan på Gotland, Institutionen för humaniora och samhällsvetenskap 2010
Subjects:
Service quality
expectation
perception
satisfaction
SERVQUAL
Komvux
Business studies
Företagsekonomi
Online Access:http://urn.kb.se/resolve?urn=urn:nbn:se:hgo:diva-1073
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spelling ndltd-UPSALLA1-oai-DiVA.org-hgo-10732013-01-08T13:32:40ZService Quality : (Service Gap Analysis) A case study - "Komvux"engSultana, SarminRana, ShohelHögskolan på Gotland, Institutionen för humaniora och samhällsvetenskapHögskolan på Gotland, Institutionen för humaniora och samhällsvetenskap2010Service qualityexpectationperceptionsatisfactionSERVQUALKomvuxBusiness studiesFöretagsekonomiThe customer‘s standard of living and consciousness is demanding the importance of service quality. Service quality is mandatory to provide added value to the customers, retain and make loyal customers. This paper focuses on the customer expectation, customer perception and the gap between customer expectation and perception to measure the service quality. We have analyzed the service quality which has a great impact on customer satisfaction. Student thesisinfo:eu-repo/semantics/bachelorThesistexthttp://urn.kb.se/resolve?urn=urn:nbn:se:hgo:diva-1073application/pdfinfo:eu-repo/semantics/openAccess
collection NDLTD
language English
format Others
sources NDLTD
topic Service quality
expectation
perception
satisfaction
SERVQUAL
Komvux
Business studies
Företagsekonomi
spellingShingle Service quality
expectation
perception
satisfaction
SERVQUAL
Komvux
Business studies
Företagsekonomi
Sultana, Sarmin
Rana, Shohel
Service Quality : (Service Gap Analysis) A case study - "Komvux"
description The customer‘s standard of living and consciousness is demanding the importance of service quality. Service quality is mandatory to provide added value to the customers, retain and make loyal customers. This paper focuses on the customer expectation, customer perception and the gap between customer expectation and perception to measure the service quality. We have analyzed the service quality which has a great impact on customer satisfaction.
author Sultana, Sarmin
Rana, Shohel
author_facet Sultana, Sarmin
Rana, Shohel
author_sort Sultana, Sarmin
title Service Quality : (Service Gap Analysis) A case study - "Komvux"
title_short Service Quality : (Service Gap Analysis) A case study - "Komvux"
title_full Service Quality : (Service Gap Analysis) A case study - "Komvux"
title_fullStr Service Quality : (Service Gap Analysis) A case study - "Komvux"
title_full_unstemmed Service Quality : (Service Gap Analysis) A case study - "Komvux"
title_sort service quality : (service gap analysis) a case study - "komvux"
publisher Högskolan på Gotland, Institutionen för humaniora och samhällsvetenskap
publishDate 2010
url http://urn.kb.se/resolve?urn=urn:nbn:se:hgo:diva-1073
work_keys_str_mv AT sultanasarmin servicequalityservicegapanalysisacasestudykomvux
AT ranashohel servicequalityservicegapanalysisacasestudykomvux
_version_ 1716523241815670784

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