The impact of service quality on customer satisfaction, a study on Tanjung Offshore Services / Alia Zafira Saleh

• Main Author: Saleh, Alia Zafira
• Format: Student Project
• Language: English
• Published: Faculty of Business and Management 2007
• Subjects: Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling; Consumer satisfaction; Customer services. Customer relations
• Online Access: https://ir.uitm.edu.my/id/eprint/18963/2/18963.pdf; https://ir.uitm.edu.my/id/eprint/18963/

As market growth slows or as markets become more competitive and level of switching costs increase, firms are more likely to attempt to maintain their market share by focusing on retaining current customers. Service Quality has been advocated as an easier and more reliable source of customer satisfa...