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Влияние качества обслуживания на удовл&#1077

Влияние качества обслуживания на удовле


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About the Book

В данном исследовании удовлетворенность клиентов и качество обслуживания рассматривались как важные факторы для любых организаций. Однако эмпирические данные, касающиеся взаимосвязи между удовлетворенностью клиентов и качеством услуг, предлагаемые организациями, остались неясными. В данном исследовании была протестирована модель качества услуг SERVQUAL для измерения степени удовлетворенности клиентов оказанной услугой. Также оценивалась связь и ее влияние на удовлетворенность клиентов. Следует отметить, что для измерения общей удовлетворенности клиентов использовался американский индекс удовлетворенности клиентов. В ходе данного исследования были протестированы пять основных измерений модели качества обслуживания SERVQUAL - осязаемость, надежность, отзывчивость, уверенность и эмпатия, а также влияние коммуникации на удовлетворенность клиента. Модель была применена к клиентам, имеющим предыдущий опыт работы в частных больницах на острове Пенанг. Целью данного исследования было изучение факторов, способствующих удовлетворенности клиентов в частных медицинских центрах Пенанга. Исследование помогает изучить и понять факторы, влияющие на определение степени удовлетворенности клиентов.


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Product Details
  • ISBN-13: 9786203078602
  • Publisher: KS Omniscriptum Publishing
  • Publisher Imprint: Sciencia Scripts
  • Height: 229 mm
  • No of Pages: 132
  • Spine Width: 8 mm
  • Width: 152 mm
  • ISBN-10: 6203078603
  • Publisher Date: 11 Mar 2021
  • Binding: Paperback
  • Language: Russian
  • Returnable: N
  • Weight: 254 gr


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Влияние качества обслуживания на удовл&#1077
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