Author:
Lewis Barbara R.,Mitchell Vincent W.
Abstract
The importance of service quality as an indicator of customer
satisfaction and organisational performance is widely acknowledged and
has led to a major research thrust which has focused on a number of
industries within the service sector. Some of the research relating to
defining and measuring service quality is reviewed and a number of
suggestions are made as to how measurement instruments such as SERVQUAL
might be improved.
Cited by
155 articles.
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