QUALITY OF SERVICE AND CONSUMER SATISFACTION

被引：2
|
作者：
Mora Contreras, Cesar Enrique [1 ]
机构：
[1] Univ Andes, Ctr Invest Desarrollo Empresarial, Santiago, Chile
来源：
REVISTA BRASILEIRA DE MARKETING | 2011年 / 10卷 / 02期
关键词：
Service qualtity; Satisfaction; Dissatisfaction; SERVQUAL; PSQM;
D O I：
10.5585/remark.v10i2.2212
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
The complexity of factors that define and relate the quality of service and customer satisfaction has been the basis for the development of multidimensional models to assess this relationship. This article presents the basics of the concepts of satisfaction and dissatisfaction, to address further explain the two main models of quality measurement (of service). Also perform a critical discussion about these models.
引用
收藏
页码：146 / 162
页数：17
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