What Makes the Service Satisfactory? Simulation-Based Approach In Data GenerationJournal: JOURNAL OF SOCIAL SCIENCES RESEARCH (Vol.5, No. 2)
Publication Date: 2014-11-15
Authors : Görkem Sarıyer; Çağrı Bulut;
Page : 758-763
Keywords : Simulation; Service Quality; Customer Satisfaction; Perceived Service Value; Word-of-mouth;
Increasing customer satisfaction, or satisfying customers’ needs and aspirations are the primary concern of the service industry. The proposed work defines the customer satisfaction via a utility function depending on the variables of service quality, perceived value of the service, and word-of-mouth. As an innovative approach, simulation techniques are used to obtain data of these variables instead of survey techniques.??
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