Service Quality: (Service Gap Analysis) A case study - "Komvux"
Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
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.
Service quality, expectation, perception, satisfaction, SERVQUAL, Komvux
IdentifiersURN: urn:nbn:se:hgo:diva-1073OAI: oai:DiVA.org:hgo-1073DiVA: diva2:437435
Subject / course
Master Program in International Management
UppsokSocial and Behavioural Science, Law