Model For Service Quality Management System in Telecom  

Oleh:

Madan, Nanrindra

Jenis: Article from Proceeding
Dalam koleksi: ANQ Congress 19-22 October 2010 New Delhi, page 1-5.
Topik: C-Sat; Mystery Shopping; Service assurance audits; Consumer Insight
Fulltext: NR_Gugliani_Aircel_Service_Quality.pdf (884.97KB)

Isi artikel

Service quality is defined as the difference between what a service company should offer and what it actually offers or the discrepancy between ecpectation and perception of service performance.

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