A study on factors influencing the SERVQUAL (Service Quality) in Perbadanan Putrajaya / Nurul Hamizah Jaslee

• Main Author: Jaslee, Nurul Hamizah
• Format: Student Project
• Language: English
• Published: 2009
• Subjects: Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling; Customer services. Customer relations
• Online Access: http://ir.uitm.edu.my/id/eprint/30437/1/30437.pdf; http://ir.uitm.edu.my/id/eprint/30437/

SERVQUAL has five main dimensions to measure service quality: tangibles, reliability, responsiveness, assurance, and empathy (Zeithaml et al., 1990). Customers evaluate the quality of service by determining whether there is any gap between their expectations and perceptions. This research was aimed...