Service Quality: A Case Study of Logistics Sector in.
METHODS: A case-study based on a qualitative approach was performed at the pharmaceutical services unit at a public hospital located in Mexico City, which operates under the administrative control of the Ministry of Health. Donabedian's conceptual model was adapted to explore health care professionals' perceptions of the quality of clinical pharmacy services provision. Semi-structured.
This thesis is discussing and analysing expectations and perceptions about service quality in Destination Gotland. The aim is to analyze and research about the role of service quality for creating customer satisfaction and we want to find out the gap between expectations and perceptions through the customers point of view. The difference between expectations and perceptions can be described as.
The first theoretical objective of this study is to discuss the concept of service quality and find out the different approaches to measure service quality. The second objective is to define a process model for measuring service quality in air transportation based on literature review.
ASSESSING THE IMPACT OF SERVICE QUALITY ON CUSTOMER LOYALTY: A CASE STUDY OF THE CELLULAR INDUSTRY OF GHANA A.M. Iddrisua, I.K. Noonib, Fiankoc, K.S., W. Mensahd a Department of Marketing, University of Professional Studies, P.O. Box LG 149 Accra-Ghana b Centre for Data Processing and Geo-spatial Analysis, P.O. Box OS 278, Accra Ghana.
This study attempts to identify the quality attributes of the hotel services. To measure service quality and customer satisfaction in the hotel industry, there are some models. However, in this study, three most popular and quite complete models which are SERVQUAL, HOLSERV and LODGING QUALITY INDEX are chosen for analysis. Moreover, it reports the difference in the customer expectations and.
Service Quality -Expectations, perceptions and satisfaction about Service Quality at Destination Gotland -A case study.
From the study, it was found that overall service quality was perceived low (-0.7932) meaning expectations exceeded perceptions of services. The implications of using this model in assessing service quality and customer satisfaction from the consumer’s perspective include knowing about customers’ perceptions on service quality, trying to meet and manage customers’ expectations, improving.