Transcription of Service Quality Perspective and Customer Satisfaction
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Service Quality Perspective and Customer Satisfaction
1 Faculty of Education and Business Studies Department of Business and Economic Studies Service Quality Perspective and Customer Satisfaction : Xingya Technical Communication Company Yuan Chi Yaqi Quan Second Cycle Supervisor: Akmal Hyder Examinator: Maria Fregidou-Malama 2 ACKNOWLEDGEMENT This thesis marks the end of our studying at the University of G vle. Many people have made it possible for us to complete this work. We have received incredible help and advice from our supervisor Professor Akmal Hyder during the period we carried out this thesis.
4 company and the key customer groups. The gap is the Differentiated service and the Service promptness. We also give our suggestions to make up the gap. Providing differentiated services. Scheduling to the workload rather than to workers’ traditional schedules Empowering as many staffs as possible to deal with the problems and providing initial training on how to solve most …
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