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SERVICE QUALITY AND CONSUMER SATISFACTION: THE COMMONALITY AND DISTINCTION OF CONCEPTS
Journal: Science and world (Vol.2, No. 6)Publication Date: 2014-02-28
Authors : Vatolkina N.Sh.;
Page : 19-21
Keywords : consumer satisfaction; service quality; tolerance zone; perception; expectation.;
Source : Download Find it from : Google Scholar
Abstract
The researches connected with defining the interrelation and distinction of the ?service quality" and "consumer satisfaction" concepts as at the aggregate level of perception of the service quality by consumer, and in relation to separate service properties are generalized in the article. As a result of the basic research systematization the author gives the unambiguous definition of distinctions of considered concepts.
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Last modified: 2014-09-03 17:13:19