Customer satisfaction at Swiss German University: study and analysis with service quality (servqual) method
Research which was conducted to analysis the implementation of service quality at SGU to its students, carried out by using survey method to a number of students in the environment of SGU campus. The applied concept is using SERVQUAL concept while analysis used is gap analysis and Carthesius diagram. Service quality is a method to measure customer satisfaction level through five dimensions. Such as:rn1.Reliability: The consistency and dependability for the company to perform the promised services.rn2.Tangibles: Appearance of physical facilities, equipment, personnel, and communication materials.rn3.Responsiveness: The ability and willingness of company staffs to provide prompt service when the customers need it.rn4.Assurance: Knowledge, competency, credibility, security and courtesy of employees and their ability to convey trust and confidence.rn5.Empathy: Caring, individualized attention the firm provides and understands its customers.rnThrough these five dimensions, the author will know about the gap to students' expectation and students' perception.
|B00150||(wh)||Available but not for loan - Missing|
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