Assessment of customers' service quality expectations : Testing the 'Hierarchical Structure for Airport Service Quality Expectations' in a Swedish context
The ‘Hierarchical structure for airport service quality expectations’ model originally comes from theory of service quality assessment and was created by Fodness and Murray in 2007 after a study at six U.S. airports. It reveals the most important factors that comprise service quality. This thesis te...
| Main Authors: | , |
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| Format: | Others |
| Language: | English |
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Umeå universitet, Handelshögskolan vid Umeå universitet
2010
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| Subjects: | |
| Online Access: | http://urn.kb.se/resolve?urn=urn:nbn:se:umu:diva-35043 |