کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
1023900 | 941652 | 2009 | 16 صفحه PDF | دانلود رایگان |
عنوان انگلیسی مقاله ISI
Service quality gaps of business customers in the shipping industry
دانلود مقاله + سفارش ترجمه
دانلود مقاله ISI انگلیسی
رایگان برای ایرانیان
موضوعات مرتبط
علوم انسانی و اجتماعی
مدیریت، کسب و کار و حسابداری
کسب و کار و مدیریت بین المللی
پیش نمایش صفحه اول مقاله
چکیده انگلیسی
This paper extends the gaps model of [Zeithaml, V.A., Parasuraman, A., Berry, L. 1990. Delivering Quality Service: Balancing Customer Perceptions and Expectation. The Free Press, New York] from the service provider to the business customer side by examining two service quality (SQ) gaps. One is the SQ gap between types of business customers and the other is the SQ gap among employee statuses of business customers. Besides that, the five-factor SERVQUAL measure as the initial hypothesized model is also tested. The applicability of SERVQUAL to measuring the perceived SQ of customers in the shipping industry of Taiwan is rejected empirically. The existence of the two hypothesized gaps is verified by the method of MANOVA.
ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Transportation Research Part E: Logistics and Transportation Review - Volume 45, Issue 1, January 2009, Pages 222–237
Journal: Transportation Research Part E: Logistics and Transportation Review - Volume 45, Issue 1, January 2009, Pages 222–237
نویسندگان
Kee-Kuo Chen, Ching-Ter Chang, Cheng-Sheng Lai,