Barabino, Benedetto; Deiana, Eusebio; Tilocca, Proto - In: International Journal of Quality and Service Sciences 4 (2012) 3, pp. 238-252
Purpose – The paper adapts and applies a modified SERVQUAL approach compliant with the EN 13816, a European standard on … – The study shows the possibility to implement a SERVQUAL approach abiding by the requirements set by the EN 13816. The …