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Service Management - Farzaneh Mola
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Farzaneh Mola:

Service Management - Taschenbuch

ISBN: 9783845422879

[ED: Taschenbuch], [PU: LAP Lambert Acad. Publ.], Neuware - In research on customer satisfaction, quality of service has often been mentioned as animportant determinant. This study assesses the relationship between perceived servicequality and customer satisfaction in Penang hotels, from international tourists perspective. The SERVQUAL model by Parasuraman et al. (1985) was adopted in thisresearch to measure the differences between customer expectations and perceptionsacross five main dimensions. By considering this concept it tried to evaluate the level ofcustomer satisfaction, which is a highly controversial issue in the Penang hotels.Furthermore, the service quality gap (gap 5) was investigated between customers expectations and the actual service performance of the service.Data was collected using questionnaires from 200 international tourists who visitedPenang and stayed at hotels. The samples are used to analysis the hypothesis. By usingSPSS software version 16.0, factor analysis as well as reliability and regression analysis,were conducted. Results indicated that across five dimensions of service quality, four ofthem reliability, responsiveness, empathy and tangibility were positively supported. - - Besorgungstitel - vorauss. Lieferzeit 3-5 Tage., [SC: 0.00], Neuware, gewerbliches Angebot, 220x150x7 mm, [GW: 195g]

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Service Management - in Tourism and Hospitality
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Service Management - in Tourism and Hospitality - Taschenbuch

2011, ISBN: 9783845422879

[ED: Taschenbuch / Paperback], [PU: LAP Lambert Academic Publishing], In research on customer satisfaction, quality of service has often been mentioned as animportant determinant. This study assesses the relationship between perceived servicequality and customer satisfaction in Penang hotels, from international tourists perspective. The SERVQUAL model by Parasuraman et al. (1985) was adopted in thisresearch to measure the differences between customer expectations and perceptionsacross five main dimensions. By considering this concept it tried to evaluate the level ofcustomer satisfaction, which is a highly controversial issue in the Penang hotels.Furthermore, the service quality gap (gap 5) was investigated between customers expectations and the actual service performance of the service.Data was collected using questionnaires from 200 international tourists who visitedPenang and stayed at hotels. The samples are used to analysis the hypothesis. By usingSPSS software version 16.0, factor analysis as well as reliability and regression analysis,were conducted. Results indicated that across five dimensions of service quality, four ofthem reliability, responsiveness, empathy and tangibility were positively supported., [SC: 0.00], Neuware, gewerbliches Angebot, H: 220mm, B: 150mm, T: 6mm, [GW: 176g]

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Service Management - Farzaneh Mola
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Farzaneh Mola:
Service Management - neues Buch

ISBN: 9783845422879

ID: 208526485

In research on customer satisfaction, quality of service has often been mentioned as animportant determinant. This study assesses the relationship between perceived servicequality and customer satisfaction in Penang hotels, from international tourists´perspective. The SERVQUAL model by Parasuraman et al. (1985) was adopted in thisresearch to measure the differences between customer expectations and perceptionsacross five main dimensions. By considering this concept it tried to evaluate the level ofcustomer satisfaction, which is a highly controversial issue in the Penang hotels.Furthermore, the service quality gap (gap 5) was investigated between customers´expectations and the actual service performance of the service.Data was collected using questionnaires from 200 international tourists who visitedPenang and stayed at hotels. The samples are used to analysis the hypothesis. By usingSPSS software version 16.0, factor analysis as well as reliability and regression analysis,were conducted. Results indicated that across five dimensions of service quality, four ofthem; reliability, responsiveness, empathy and tangibility were positively supported. in Tourism and Hospitality Buch (fremdspr.) Bücher>Fremdsprachige Bücher>Englische Bücher, LAP Lambert Academic Publishing

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Service Management - Farzaneh Mola
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Farzaneh Mola:
Service Management - Taschenbuch

ISBN: 9783845422879

ID: 9783845422879

Service Management Service-Management~~Farzaneh-Mola Business>Management>Mgt/Leadership Paperback, AV Akademikerverlag GmbH & Co. KG.

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Farzaneh Mola:
Service Management - Taschenbuch

2011, ISBN: 9783845422879

ID: 20257692

in Tourism and Hospitality, Softcover, Buch, [PU: LAP Lambert Acad. Publ.]

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Details zum Buch
Service Management
Autor:

Mola, Farzaneh

Titel:

Service Management

ISBN-Nummer:

9783845422879

Detailangaben zum Buch - Service Management


EAN (ISBN-13): 9783845422879
ISBN (ISBN-10): 3845422874
Gebundene Ausgabe
Taschenbuch
Erscheinungsjahr: 2011
Herausgeber: Lap Lambert Acad. Publ. Aug 2011

Buch in der Datenbank seit 03.03.2009 07:28:48
Buch zuletzt gefunden am 29.11.2016 19:02:50
ISBN/EAN: 9783845422879

ISBN - alternative Schreibweisen:
3-8454-2287-4, 978-3-8454-2287-9

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