Measuring supplier’s service quality and customer satisfaction using servqual / Hirun Azaman Ismail

• Main Author: Ismail, Hirun Azaman
• Format: Conference or Workshop Item
• Language: English
• Published: 2004
• Subjects: Consumer satisfaction; Customer services. Customer relations; Malaysia
• Online Access: http://ir.uitm.edu.my/id/eprint/43650/1/43650.pdf; http://ir.uitm.edu.my/id/eprint/43650/

Service quality can be used as a strategic differentiation weapon to build an organizational distinctive advantage. To be competitive, service supplier should embrace customer-driven quality which represents a proactive approach in satisfying the needs of the customers by gathering information about...