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Service Management

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ISBN-10: 3845422874

ISBN-13: 9783845422879

Edition: N/A

Authors: Farzaneh Mola

List price: $70.00
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In research on customer satisfaction, quality of service has often been mentioned as an important determinant. This study assesses the relationship between perceived service quality and customer satisfaction in Penang hotels, from international tourists perspective. The SERVQUAL model by Parasuraman et al. (1985) was adopted in this research to measure the differences between customer expectations and perceptions across five main dimensions. By considering this concept it tried to evaluate the level of customer satisfaction, which is a highly controversial issue in the Penang hotels. Furthermore, the service quality gap (gap 5) was investigated between customers expectations and the actual…    
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Book details

List price: $70.00
Publisher: Lap Lambert Academic Publishing GmbH & Company KG
Binding: Paperback
Pages: 120
Size: 6.00" wide x 9.00" long x 0.28" tall
Weight: 0.418
Language: English