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Assessing after-sales services quality : integrated SERVQUAL and fuzzy Kano's model

Golrizgashti, Seyedehfatemeh; Hejaz, Amir Razavi; … - In: International journal of services, economics and management 11 (2020) 2, pp. 137-166

Persistent link: https://www.econbiz.de/10012285568

The effect of service quality on customer satisfaction in an automotive after-sales service

Balinado, Justine Roy; Prasetyo, Yogi Tri; Young, … - In: Journal of open innovation : technology, market, and … 7 (2021) 2, pp. 1-12

Toyota Dasmarinas-Cavite Philippines by utilizing the SERVQUAL approach. Several SERVQUAL dimensions such as tangibles … modeling (SEM) indicated that among the five SERVQUAL dimensions, reliability and empathy were found to have significant … trust towards the company. With these, customer retention and loyalty can be attained by the company that can also increase …

Persistent link: https://www.econbiz.de/10012507332

Assessment of impact of after sales service attributes on customer satisfaction for a home-appliances manufacturing firm

Murali, Sivanesan; Pugazhendhi, Singara; Muralidharan, … - In: International journal of enterprise network management 7 (2016) 1, pp. 27-41

Persistent link: https://www.econbiz.de/10011592474

Classifying customer requirements using Kano model and Kano map : the case of hospital services

Shahin, Arash; Akasheh, Sajad - In: International journal of productivity and quality … 21 (2017) 4, pp. 500-515

Persistent link: https://www.econbiz.de/10011816880

Measuring customer service in a private hospital

Bisschoff, Christo; Clapton, Hannes - In: Problems and perspectives in management : PPM ; … 12 (2014) 4, pp. 43-54

Persistent link: https://www.econbiz.de/10010511554

Language discordance and technological facilitation in health care service encounters : a contrastive experiment

De Wilde, July; Praet, Ellen van; Van Vaerenbergh, Yves - In: Technology mediated service encounters, (pp. 17-43). 2019

Persistent link: https://www.econbiz.de/10012057340

Using TRIZ to enhance passengers' perceptions of an airline's image through service quality and safety

Thongchai Jeeradist; Natcha Thawesaengskulthai; … - In: Journal of air transport management 53 (2016), pp. 131-139

Persistent link: https://www.econbiz.de/10011546142

Customers' service quality perception in automotive repair

Izogo, Ernest Emeka - In: African journal of economic and management studies : AJEMS 6 (2015) 3, pp. 272-288

Persistent link: https://www.econbiz.de/10011474163

Applying the ServQual model to improve customer retention at peoples' bank of Namibia

Mensah, Samuel N-A; Moongela, Hilma - In: Journal of contemporary management : JMC 8 (2017) 4, pp. 69-80

Persistent link: https://www.econbiz.de/10011798765

Applying the ServQual model to improve customer retention at peoples' bank of Namibia

Mensah, Samuel N-A; Moongela, Hilma - In: Journal of contemporary management : JMC 7 (2017) 2, pp. 92-103

Persistent link: https://www.econbiz.de/10011775357

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