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Service Management - Farzaneh Mola
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Farzaneh Mola:
Service Management - Livres de poche

ISBN: 9783845422879

[ED: Taschenbuch], [PU: LAP Lambert Acad. Publ.], Neuware - In research on customer satisfaction, quality of service has often been mentioned as animportant determinant. This study assesses the relationship between perceived servicequality and customer satisfaction in Penang hotels, from international tourists perspective. The SERVQUAL model by Parasuraman et al. (1985) was adopted in thisresearch to measure the differences between customer expectations and perceptionsacross five main dimensions. By considering this concept it tried to evaluate the level ofcustomer satisfaction, which is a highly controversial issue in the Penang hotels.Furthermore, the service quality gap (gap 5) was investigated between customers expectations and the actual service performance of the service.Data was collected using questionnaires from 200 international tourists who visitedPenang and stayed at hotels. The samples are used to analysis the hypothesis. By usingSPSS software version 16.0, factor analysis as well as reliability and regression analysis,were conducted. Results indicated that across five dimensions of service quality, four ofthem reliability, responsiveness, empathy and tangibility were positively supported. - - Besorgungstitel - vorauss. Lieferzeit 3-5 Tage., [SC: 0.00], Neuware, gewerbliches Angebot, 220x150x7 mm, [GW: 195g]

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Service Management - in Tourism and Hospitality
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Service Management - in Tourism and Hospitality - Livres de poche

2011, ISBN: 9783845422879

[ED: Taschenbuch / Paperback], [PU: LAP Lambert Academic Publishing], In research on customer satisfaction, quality of service has often been mentioned as animportant determinant. This study assesses the relationship between perceived servicequality and customer satisfaction in Penang hotels, from international tourists perspective. The SERVQUAL model by Parasuraman et al. (1985) was adopted in thisresearch to measure the differences between customer expectations and perceptionsacross five main dimensions. By considering this concept it tried to evaluate the level ofcustomer satisfaction, which is a highly controversial issue in the Penang hotels.Furthermore, the service quality gap (gap 5) was investigated between customers expectations and the actual service performance of the service.Data was collected using questionnaires from 200 international tourists who visitedPenang and stayed at hotels. The samples are used to analysis the hypothesis. By usingSPSS software version 16.0, factor analysis as well as reliability and regression analysis,were conducted. Results indicated that across five dimensions of service quality, four ofthem reliability, responsiveness, empathy and tangibility were positively supported., [SC: 0.00], Neuware, gewerbliches Angebot, H: 220mm, B: 150mm, T: 6mm, [GW: 176g]

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Service Management - Farzaneh Mola
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Farzaneh Mola:
Service Management - nouveau livre

ISBN: 9783845422879

ID: 208526485

In research on customer satisfaction, quality of service has often been mentioned as animportant determinant. This study assesses the relationship between perceived servicequality and customer satisfaction in Penang hotels, from international tourists´perspective. The SERVQUAL model by Parasuraman et al. (1985) was adopted in thisresearch to measure the differences between customer expectations and perceptionsacross five main dimensions. By considering this concept it tried to evaluate the level ofcustomer satisfaction, which is a highly controversial issue in the Penang hotels.Furthermore, the service quality gap (gap 5) was investigated between customers´expectations and the actual service performance of the service.Data was collected using questionnaires from 200 international tourists who visitedPenang and stayed at hotels. The samples are used to analysis the hypothesis. By usingSPSS software version 16.0, factor analysis as well as reliability and regression analysis,were conducted. Results indicated that across five dimensions of service quality, four ofthem; reliability, responsiveness, empathy and tangibility were positively supported. in Tourism and Hospitality Buch (fremdspr.) Bücher>Fremdsprachige Bücher>Englische Bücher, LAP Lambert Academic Publishing

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Service Management - Farzaneh Mola
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Farzaneh Mola:
Service Management - Livres de poche

ISBN: 9783845422879

ID: 9783845422879

Service Management Service-Management~~Farzaneh-Mola Business>Management>Mgt/Leadership Paperback, AV Akademikerverlag GmbH & Co. KG.

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Service Management - Farzaneh Mola
Livre non disponible
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Farzaneh Mola:
Service Management - Livres de poche

2011, ISBN: 9783845422879

ID: 20257692

in Tourism and Hospitality, Softcover, Buch, [PU: LAP Lambert Acad. Publ.]

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Détails sur le livre
Service Management
Auteur:

Mola, Farzaneh

Titre:

Service Management

ISBN:

Informations détaillées sur le livre - Service Management


EAN (ISBN-13): 9783845422879
ISBN (ISBN-10): 3845422874
Version reliée
Livre de poche
Date de parution: 2011
Editeur: Lap Lambert Acad. Publ. Aug 2011

Livre dans la base de données depuis 03.03.2009 07:28:48
Livre trouvé récemment le 29.11.2016 19:02:50
ISBN/EAN: 3845422874

ISBN - Autres types d'écriture:
3-8454-2287-4, 978-3-8454-2287-9


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