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The Influence of Service Quality on Customer Satisfaction (Paperback)
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The Influence of Service Quality on Customer Satisfaction (Paperback)
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In this research customer satisfaction and service quality have
been considered as important factors for any organizations.
However, empirical evidence concerning the relationship between
customer satisfaction and service quality, offered by
organizations, has remained unclear. This research tested a service
quality model SERVQUAL to measure customer satisfaction with the
delivery of service. Communication and its influence on customer
satisfaction also evaluated. It must be mentioned that the American
Customer Satisfaction Index was used to measure the overall
satisfaction of customer. Five main dimensions of the service
quality model SERVQUAL which were applied are tangibility,
reliability, responsiveness, assurance and empathy and also the
influence of communication on customer satisfaction is were tested
during this survey. The model was applied to the customers who had
previous experience from private hospitals on Penang Island. The
purpose of this study was to investigate the factors that
contribute to customer satisfaction in Penang's' private healthcare
centers. The study helps to examine and understand the factors
influenced in determining customer satisfaction.
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