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Service quality improvement frameworks

Sharifi, Mohammad and Sahibudin, Shamsul and Ayat, Masarat and Ibrahim, Suhaimi (2008) Service quality improvement frameworks. In: Innovations in Information Systems. Penerbit UTM , Johor, pp. 1-24. ISBN 978-983-52-0619-1

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Official URL: http://www.penerbit.utm.my/bookchapterdoc/FSKSM/bo...

Abstract

Service means a function, procedure, or process that performs an action requested by a client. Production is the process of taking resources and changing them into products. In addition quality means the characteristics of a product or service that help satisfy customers’ needs (ISO-8402). Service quality is a concept that has aroused many interest and debate in the research literature because of the difficulties in both defining it and measuring it. There are a number of different definitions for service quality. One that is commonly used defines service quality as the extent to which a service meets customers’ needs. Service quality can thus be defined as the difference between customer expectations of service and perceived service. If expectations are greater than performance, then perceived quality is less than satisfactory, hence customer will dissatisfaction.

Item Type:Book Section
Uncontrolled Keywords:service, quality, standards, frameworks
Subjects:Q Science > QA Mathematics > QA75 Electronic computers. Computer science
Divisions:Computer Science and Information System (Formerly known)
ID Code:25902
Deposited By: Ms Zalinda Shuratman
Deposited On:14 Jun 2012 06:53
Last Modified:14 Jun 2012 07:24

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