Service Quality Measurement in an IT organization: SERVQUAL Design and an AHP Model
Measuring service quality is a challenge because customer satisfaction is determined by many intangible factors (Fitzsimmons and Fitzsimmons, 2001). SERVQUAL and AHP are the main two methodologies of measuring service quality. Since the end of 1980s SERVQUAL has been implemented widely in various s...
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| Format: | Dissertation (University of Nottingham only) |
| Language: | English |
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2006
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| Online Access: | https://eprints.nottingham.ac.uk/20194/ |