Service quality gaps and customer satisfaction

被引：0
|
作者：
Shi, Qiliang [1 ]
Yang, Jianzheng [1 ]
Guo, Jianquan [1 ]
Dong, Aiwen [1 ]
机构：
[1] USST, Sch Business, Shanghai 200093, Peoples R China
来源：
Proceedings of the Sixth International Conference on Information and Management Sciences | 2007年 / 6卷
关键词：
customer satisfaction; service quality; service quality gaps;
D O I：
暂无
中图分类号：
TP18 [人工智能理论];
学科分类号：
081104 ; 0812 ; 0835 ; 1405 ;
摘要：
Service quality and customer satisfaction are closely related. Satisfaction is a very likely outcome when customers perceive that they have received superior-quality service. Superior quality leads to higher customer and employee loyalty, higher market share, higher ROI, and lower sensitivity to price competition. This paper is to study service quality on the basis of the differences between customers' expectations with respect to the five dimensions and their perceptions of what was actually delivered.
引用
收藏
页码：664 / 667
页数：4
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