IEEE - Institute of Electrical and Electronics Engineers, Inc. - What is the valuable service quality gap for improving customer satisfaction?

2009 6th International Conference on Service Systems and Service Management (ICSSSM)

Author(s): Shu-Ping Lin ; Lu-Fang Chen ; Ya-Hui Chan
Publisher: IEEE - Institute of Electrical and Electronics Engineers, Inc.
Publication Date: 1 June 2009
Conference Location: Xiamen, China, China
Conference Date: 8 June 2009
Page(s): 242 - 247
ISBN (CD): 978-1-4244-3662-0
ISBN (Paper): 978-1-4244-3661-3
DOI: 10.1109/ICSSSM.2009.5174891
Regular:

Gap analysis (GA) is one of the most popular techniques which has been widely used to help businesses make service quality improvement decisions to improve customer satisfaction. However, an... View More

Advertisement