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Service Quality: (Service Gap Analysis) A case study - "Komvux"
Gotland University, School of the Humanities and Social Science.
Gotland University, School of the Humanities and Social Science.
2010 (English)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

The customer‘s standard of living and consciousness is demanding the importance of service quality. Service quality is mandatory to provide added value to the customers, retain and make loyal customers. This paper focuses on the customer expectation, customer perception and the gap between customer expectation and perception to measure the service quality. We have analyzed the service quality which has a great impact on customer satisfaction.

Place, publisher, year, edition, pages
2010. , 61 p.
Keyword [en]
Service quality, expectation, perception, satisfaction, SERVQUAL, Komvux
National Category
Business Administration
URN: urn:nbn:se:hgo:diva-1073OAI: diva2:437435
Subject / course
Business Administration
Educational program
Master Program in International Management
Social and Behavioural Science, Law
Available from: 2011-08-29 Created: 2011-08-29 Last updated: 2013-07-01Bibliographically approved

Open Access in DiVA

Service Quality(785 kB)1833 downloads
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File name FULLTEXT01.pdfFile size 785 kBChecksum SHA-512
Type fulltextMimetype application/pdf

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Sultana, SarminRana, Shohel
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Total: 1833 downloads
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