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- W2186774654 abstract "Service quality is the level of conformance of service to the customer specification and expectations. Whether customers are satisfied or not, depends on the balance between customer’s expectations and customer’s experiences with the products (Zeithaml et al., 1990). When company is able to raise the customer’s experience to a level that exceeds customer’s expectations then it results in to customer satisfaction. SERVQUAL is used here as a tool to find the gap in the services provided by the super market. Service quality analysis is useful in defining the weak areas where immediate corrective action is required. If the gap score reduces gradually; then it leads to improvement in service quality and in turn it results in to customer satisfaction." @default.
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- W2186774654 date "2013-01-01" @default.
- W2186774654 modified "2023-09-26" @default.
- W2186774654 title "SERVICE QUALITY MEASUREMENT AND CUSTOMERS PERCEPTION ABOUT THE SERVICES OF SUPERMARKET" @default.
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