An analysis of quality and customer expectation through servqual

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Results and Discussion Sample Characteristics The characteristics of study participants are described in Table 3. The literature identifies different types of expectations.

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Every page is very easy to understand and to navigate. Of the participants, This not only includes the actual physical product but customer service as well. Maximum patients cannot discriminate among the caring presentation and the curing presentation of doctors.

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Service Quality in the Health Sector Health services are unique in identifying new challenges. Tangibles are the physical evidence of the service, for instance, the appearance of the physical facilities, tools and equipment used to provide the service; the appearance of personnel and communication materials and the presence of other customers in the service facility.

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The Customer Service Gap Model