Measuring service quality using SERVQUAL model : a case study of e-retailing in Iran
Service quality is a concept that has aroused considerable interest and debate in the research literature because of the difficulties in both defining and measuring it with no overall consensus emerging on either. Customer satisfaction and service quality are often treated together as functions of c...
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| Formato: | Thesis |
| Idioma: | English |
| Publicado em: |
2008
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| Acesso em linha: | http://eprints.utm.my/9514/1/SuzianaSamuntinFSKSM2008.pdf |