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OverviewService quality is about meeting customers' needs and requirements, and how well the service level delivered matches customers' expectations. It pays- off for the service institutions. It lends credibility to the service personnel, stimulates positive word-of-mouth, widens students' perception of value and enhances the confidence and loyalty of both customers and service people. In view of this importance, an attempt has been made in the present study to explore, analyze, and measure bank customers' and library patrons' perception on their bank and library service quality, respectively, as well as to identify the dimensions that determine their evaluation of service quality by using the SERVQUAL scale. Moreover, the relationship between service quality, customer satisfaction, propensity to recommend and switching intention was examined. Therefore, these studies have significant importance for the service institutions' managers, customers, higher education's academic staff, students, and anyone else who want to know and understand the challenges of managing service, its nature, and its dimensions for measuring it. Full Product DetailsAuthor: Tesfatsion Sahlu DestaPublisher: VDM Verlag Dr. Muller Aktiengesellschaft & Co. KG Imprint: VDM Verlag Dr. Muller Aktiengesellschaft & Co. KG Dimensions: Width: 22.90cm , Height: 0.60cm , Length: 15.20cm Weight: 0.159kg ISBN: 9783639266313ISBN 10: 3639266315 Pages: 100 Publication Date: 11 June 2010 Audience: General/trade , General Format: Paperback Publisher's Status: Active Availability: In Print  This item will be ordered in for you from one of our suppliers. Upon receipt, we will promptly dispatch it out to you. For in store availability, please contact us. Table of ContentsReviewsAuthor InformationTab Content 6Author Website:Countries AvailableAll regions |
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