Konsten att mäta tjänstekvalitet : En utvärdering av tre instrument för att mäta tjänstekvalitet i kollektivtrafiken
The purpose of this study is to analyze and evaluate the suitability of the three instruments SERVQUAL, SERVPERF and Zone of tolerance to measure service quality, from the respondents' perspective. This study has been carried out by a quantitative method in which respondents answered three ques...
| Main Authors: | , |
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| Format: | Others |
| Language: | Swedish |
| Published: |
Södertörns högskola, Institutionen för ekonomi och företagande
2009
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| Subjects: | |
| Online Access: | http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-3290 |