The quest for quality services: does SERVQUAL perfectly measure the university services?

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The quest for quality services: does SERVQUAL perfectly measure the university services?

A brief study on service quality using Parasuraman's SERVQUAL framework namely tangibles, reliability, assurance, empathy and responsiveness. Future study is also discussed and suggested.

Bibliographic Details
Main Authors:	Himphinit, Musakkid, Mohd Ali, Hairuddin
Format:	Book Chapter
Language:	English
Published:	IIUM Press 2011
Subjects:	L Education (General)
Online Access:	http://irep.iium.edu.my/25603/ http://irep.iium.edu.my/25603/1/25603_Chapter_11.pdf

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