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Customer Service Satisfaction (Paperback)
Loot Price: R1,312
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Customer Service Satisfaction (Paperback)
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Service 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.
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