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The Effect Of Service Quality On Customer Satisfaction at
Moreover, customer perceived performance is significantly lower than customer perceived importance for all six service quality dimensions. Ordered by need of improvement the dimensions (based on gap analysis) are: 1) network quality, 2) reliability, 3) responsiveness, 4) assurance, 5) empathy, 6) tangibles.
Service Quality and Customer Satisfaction in Hospitality
edge related to service quality and customer satisfaction. This research aims to examine the trends in service quality and customer satisfaction research, identify the gaps, and propose future research agenda. The data for biblio-metric analysis have been extracted from the Web of Science database. The
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Moreover, customer perceived performance is significantly lower than customer perceived importance for all six service quality dimensions. Ordered by need of improvement the dimensions (based on gap analysis) are: 1) network quality, 2) reliability, 3) responsiveness, 4) assurance, 5) empathy, 6) tangibles.
edge related to service quality and customer satisfaction. This research aims to examine the trends in service quality and customer satisfaction research, identify the gaps, and propose future research agenda. The data for biblio-metric analysis have been extracted from the Web of Science database. The