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Relationship between service quality and customer satisfaction: in the case of CCG (Customer Centric Group) CO
2006 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

The purpose of this research was to gain a better understanding of the service quality dimensions that affect customer satisfaction from customer perspective. Based on a detailed literature review, a frame of reference was developed. Some service quality dimensions were selected to be tested in CCG CO operations . A qualitative research approach was used .The empirical data were gathered through interviews .. Finally, in the last chapter findings and conclusions were drawn by answering the research questions. Some service quality dimensions in CCG CO activities were identified in this study (i.e. reliability, responsiveness, tangibles, empathy, assurance, pricing and courtesy).

Place, publisher, year, edition, pages
Keyword [en]
Social Behaviour Law, Service quality gaps, SERVQUAL, Customer expectations
Keyword [sv]
Samhälls-, beteendevetenskap, juridik
URN: urn:nbn:se:ltu:diva-46975ISRN: LTU-PB-EX--06/56--SELocal ID: 491607d1-cb21-4068-872d-00da68e16e4cOAI: diva2:1020291
Subject / course
Student thesis, at least 30 credits
Educational program
Electronic Commerce, master's level
Validerat; 20101217 (root)Available from: 2016-10-04 Created: 2016-10-04Bibliographically approved

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