The quest for quality services: does SERVQUAL perfectly measure the university services?
A brief study on service quality using Parasuraman's SERVQUAL framework namely tangibles, reliability, assurance, empathy and responsiveness. Future study is also discussed and suggested.
| Main Authors: | , |
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| Format: | Book Chapter |
| Language: | English |
| Published: |
IIUM Press
2011
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/25603/1/25603_Chapter_11.pdf |