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Customer Service Satisfaction

Name: Customer Service Satisfaction
Brand: VDM Verlag
SKU: 06833940
Price: 18186 HUF
Availability: InStock
Author: Tesfatsion Sahlu Desta
ISBN: 9783639266313

The Case of SBI-Panjab University Branch and Panjab University Main Library, Chandigarh, India

Tesfatsion Sahlu Desta

Language

English

Book Paperback

Libristo code: 06833940

Publishers VDM Verlag, June 2010

Service quality is about meeting customers' needs and requirements, and how well the service level d... Full description

Libristo code: 06833940

121 b

18 186 Ft

Print on demand Shipping in 17-27 days

Up to 30 days for returns

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Service quality is about meeting customers' needs and requirements, and how well the service level delivered matches customers' expectations. It pays- off for the service institutions. It lends credibility to the service personnel, stimulates positive word-of-mouth, widens students' perception of value and enhances the confidence and loyalty of both customers and service people. In view of this importance, an attempt has been made in the present study to explore, analyze, and measure bank customers' and library patrons' perception on their bank and library service quality, respectively, as well as to identify the dimensions that determine their evaluation of service quality by using the SERVQUAL scale. Moreover, the relationship between service quality, customer satisfaction, propensity to recommend and switching intention was examined. Therefore, these studies have significant importance for the service institutions' managers, customers, higher education's academic staff, students, and anyone else who want to know and understand the challenges of managing service, its nature, and its dimensions for measuring it.