The customer‘s standard of living and consciousness is demanding the importance of service quality. Service quality is mandatory to provide added value to the customers, retain and make loyal customers. This paper focuses on the customer expectation, customer perception and the gap between customer expectation and perception to measure the service quality. We have analyzed the service quality which has a great impact on customer satisfaction.
| Identifer | oai:union.ndltd.org:UPSALLA1/oai:DiVA.org:hgo-1073 |
| Date | January 2010 |
| Creators | Sultana, Sarmin, Rana, Shohel |
| Publisher | Högskolan på Gotland, Institutionen för humaniora och samhällsvetenskap, Högskolan på Gotland, Institutionen för humaniora och samhällsvetenskap |
| Source Sets | DiVA Archive at Upsalla University |
| Language | English |
| Detected Language | English |
| Type | Student thesis, info:eu-repo/semantics/bachelorThesis, text |
| Format | application/pdf |
| Rights | info:eu-repo/semantics/openAccess |
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