Business, Management and Accounting
8 years ago

Service quality dimensions equally important, but performance falls short of expectations.

RELATIVE IMPORTANCE OF SERVICE QUALITY DIMENSIONS: A MULTISECTORAL STUDY
Sheetal B. Sachdev, Harsh V. Verma

Paper Summary

The article explores the importance of different aspects of service quality in various industries. It shows that all service quality dimensions are equally important, customers are generally not satisfied with service performance compared to their expectations, and the type of service doesn't affect the importance of these dimensions.

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