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. We would like to show our appreciation to our supervisor, we are truly grateful for his support and guidance; the outcome of this thesis wouldn t have been the same without his help.
Service quality is more difficult for the customer to evaluate than goods quality. Service quality is “intangible” because services, as performances, are difficult to assess before a sale. Moreover, as a result of this intangibility, service providers can have difficulty in ascertaining how consumers perceive their service.
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