Tag «measuring customer quality»

Comparing Service Quality versus Customer Satisfaction – Examples

Comparing Service Quality versus Customer Satisfaction - Examples

‘Service quality’ means different things to different people. Parasuraman et al define it as:  “… consumers’ judgement (across multiple service encounters) about the firms (or brand) overall excellence or superiority… it is a form of attitude, related but not equivalent to satisfaction” Dimensions of satisfaction and service quality tangibles reliability responsiveness assurance empathy Comparing Service …