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- W2912689893 abstract "This study describes the tolerance zone for the assessment of service quality cellular phone card providers in the city of Surabaya. Variables which refer to the variables used in the variable service quality (SERVQUAL) Zeithaml, Parasuraman, and Berry (1990) which includes dimensions reliability, assurance, tangible, Empathy, and responsiveness. Furthermore, the analysis obtained questionnaires aimed to describe the MSS (Measure of Service Superiority), namely the gap between service perceptions and service desired, and MSA (Measure of Adequate Service) is the gap between service perceptions and service adequate, and the tolerance zone is the gap between desire service and adequate service. Moreover, tolerance zone is used to explore customer satisfaction to the individual transaction, or service Encounters, and customer satisfaction for services provided by mobile phone providers in the city of Surabaya as a whole." @default.
- W2912689893 created "2019-02-21" @default.
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- W2912689893 date "2010-03-01" @default.
- W2912689893 modified "2023-09-23" @default.
- W2912689893 title "STUDI DESKRIPTIF MENGENAI ZONA TOLERANSI PENGGUNA KARTU SIM CARD" @default.
- W2912689893 doi "https://doi.org/10.24123/jmb.v9i1.152" @default.
- W2912689893 hasPublicationYear "2010" @default.
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