The components of service quality : an application to the transportation industry in Portugal.
This research examines service quality perceptions in the transportation industry. First, it analyses the theory about service quality conceptualization. Then a modified SERVQUAL instrument is developed, and applied to the inter-city industry using as subject one of the largest Portuguese bus compan...
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| Format: | Others |
| Language: | Portuguese |
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2012
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| Online Access: | http://hdl.handle.net/10216/63100 |