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Customer Satisfaction and Service Quality gap model

Customer Satisfaction and Service Quality gap model

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Published by vikasgaurkanpur

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Published by: vikasgaurkanpur on Nov 17, 2010
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12/16/2012

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CUSTOMERSATISFACTION ANDSERVICE QUALITY(GAP MODEL)
 
PRESENTATION OVERVIEW
Measuring service quality
ServQualmodel
Gaps model of servicequality
Reasons for the gaps
Strategies for closing the gaps
Measure customer satisfaction
 
W
hat is service quality?
W
hat do we mean when we speak of service quality? Company personnel needa common understanding in order to beable to address such issues as themeasurement of service quality, theidentification of causes of service qualityshortfalls, and the design andimplementation of corrective actions.

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