The relationship between services quality and customers satisfaction at Institut Amiduddin Baki (IAB) in Kedah / Najmi Nadhirah Rodzli

• Main Author: Rodzli, Najmi Nadhirah
• Format: Thesis
• Language: English
• Published: 2014
• Subjects: Consumer satisfaction; Customer services. Customer relations; Malaysia
• Online Access: https://ir.uitm.edu.my/id/eprint/69927/1/69927.pdf; https://ir.uitm.edu.my/id/eprint/69927/

Service quality is conceptualized as the difference between customer expectation for services performance prior to the services encounter and their perception of the actual service received. Service quality is equal to the difference between the perception and expectation. Services quality also bec...