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Service quality: expectations, perceptions and satisfaction about service quality at Wall Street English, Pondok Indah, Jakarta a case study

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The purpose of this thesis is to study and analyze expectations and perceptions about service quality in Wall Street English and to research about the role of service quality for creating customer satisfaction. The objective is to find out the gap between expectations and perceptions through the customers point of view. The difference between expectations and perceptions can be described as satisfaction or lack of satisfaction.rnThe survey is constructed as a case study and is based on the quantitative method. The primary data is obtained by using the questionnaires to 84 respondents.rnThe results from the different dimensions show that there is a gap between expectations and perceptions which means that the customers are not fully satisfied about the service quality at Wall Street English. Reliability shows a difference at -0.59, assurance at -0.56, responsiveness at -0.71, empathy at -0.64 and tangibles at -0.29. The result shows a total gap at -0.56, which means that the service quality do not fully meet the expectations.

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Availability

B01827

(Rack Thesis)

Available but not for loan - Missing

Detail Information

Series Title

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Call Number

1827

Publisher

: Swiss German University., 2015

Collation

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Language

English

ISBN/ISSN

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Classification

NONE

Content Type

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Media Type

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Carrier Type

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Edition

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Subject(s)

Customer satisfaction
IBA
SERVQUAL
Service quality
Gap analysis
Perceptions
Expectations

Specific Detail Info

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Statement of Responsibility

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Other version/related

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