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Customer satisfaction at Swiss German University: study and analysis with service quality (servqual) method

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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.

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Availability

B00150

(wh)

Available but not for loan - Missing

Detail Information

Series Title

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Call Number

150

Publisher

: Swiss German University., 2006

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)

IBA

Specific Detail Info

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Statement of Responsibility

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Other version/related

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