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Customer Satisfaction Measurement: an empirical Study of the Need – Gap Analysis in the Service Industry
Journal of Economics and Business Research
View Archive Info| Field | Value | |
| Title |
Customer Satisfaction Measurement: an empirical Study of the Need – Gap Analysis in the Service Industry
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| Creator |
Upadhyaya, Makarand
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| Description |
The Need-Gap analysis determines deviations between actual and expected quality, taking corrective action. The analysis indicates the presence of multi-dimensional aspects regarding a complaining behavior. Critical analysis of results helps to evolve service strategies in response to customer needs.
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| Publisher |
Journal of Economics and Business Research
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| Contributor |
—
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| Date |
2013-04-26
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| Type |
info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion Peer-reviewed Article |
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| Format |
application/pdf
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| Identifier |
http://www.uav.ro/jour/index.php/jebr/article/view/41
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| Source |
Journal of Economics and Business Research; Vol 19, No 2 (2013): J of Economics & Business; 54-61
2069-9476 2068-3537 |
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| Language |
eng
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| Relation |
http://www.uav.ro/jour/index.php/jebr/article/view/41/pdf_24
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