An importance-performance analysis of sustainable service quality in water and sewerage companies
Sustainable service quality (SUSSERV) is crucial to identify how far the company able to meet customers’ expectations will determine its sustainability. SUSSERV model with six independent variables namely tangibles, reliability, responsiveness, assurance, empathy, and sustainability has been develop...
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| Main Authors: | , , |
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| Format: | Article |
| Published: |
Korean Institute of Industrial Engineers
2019
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| Subjects: | |
| Online Access: | http://eprints.utm.my/id/eprint/88812/ http://dx.doi.org/10.7232/iems.2019.18.1.089 |
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