Measuring supplier’s service quality and customer satisfaction using servqual / Hirun Azaman Ismail

• 主要作者: Ismail, Hirun Azaman
• 格式: Conference or Workshop Item
• 语言: English
• 出版: 2004
• 主题: Consumer satisfaction; Customer services. Customer relations; Malaysia
• 在线阅读: http://ir.uitm.edu.my/id/eprint/43650/1/43650.pdf; http://ir.uitm.edu.my/id/eprint/43650/

Service quality can be used as a strategic differentiation weapon to build an organizational distinctive advantage. To be competitive, service supplier should embrace customer-driven quality which represents a proactive approach in satisfying the needs of the customers by gathering information about...