Assessment of Service Quality-A Conceptual Framework

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Provided by: International Association of Engineering and Management Education (IAEME)
Topic: Tech & Work
Format: PDF
The concept of service quality has been widely explored but the literature indicates towards the development of industry specific tools for measuring service quality. SERVQUAL, though a very widely used tool, is insufficient in explaining the quality constructs of all the units within the service industry. To understand the factors that contribute towards building service quality industry and to assess the customer perception regarding service quality, quality determinants particular to given industry need to be identified, for example the determinants of service quality for banking industry might not be same as the determinants of service quality in hospitality sector because in both the cases the quality expectations of the customers would be different.
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