Customer Service Satisfaction

Name: Customer Service Satisfaction
Brand: VDM Verlag
SKU: 9783639266313
Price: 48.46 EUR
Availability: InStock

The Case of SBI-Panjab University Branch and Panjab University Main Library, Chandigarh, India

Autor: Tesfatsion Sahlu Desta

Jazyk:

Väzba: Brožovaná

Vydavateľ: VDM Verlag

Dostupnosť: U vydavateľa na objednávku

Odosielame za 17-27 dní

48.46 €

Service quality is about meeting customers' needs and requirements, and how well the service level d...

Informácie o knihe

Autor

Tesfatsion Sahlu Desta

Jazyk

Angličtina

Väzba

Kniha - Brožovaná

Vydalo

2010

Stránok

100

EAN

9783639266313

ISBN

3639266315

Enbook ID

06833940

Vydavateľ

VDM Verlag

Hmotnosť

159

Rozmery

152 x 229 x 6

Kompletný popis

Service quality is about meeting customers' needs and requirements, and how well the service level delivered matches customers' expectations. It pays- off for the service institutions. It lends credibility to the service personnel, stimulates positive word-of-mouth, widens students' perception of value and enhances the confidence and loyalty of both customers and service people. In view of this importance, an attempt has been made in the present study to explore, analyze, and measure bank customers' and library patrons' perception on their bank and library service quality, respectively, as well as to identify the dimensions that determine their evaluation of service quality by using the SERVQUAL scale. Moreover, the relationship between service quality, customer satisfaction, propensity to recommend and switching intention was examined. Therefore, these studies have significant importance for the service institutions' managers, customers, higher education's academic staff, students, and anyone else who want to know and understand the challenges of managing service, its nature, and its dimensions for measuring it.

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Customer Service Satisfaction

The Case of SBI-Panjab University Branch and Panjab University Main Library, Chandigarh, India

Informácie o knihe

Kompletný popis

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