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Page 1: A Conceptual Model of Service Quality and Its Implications ... · PDF file08.10.2016 · A. Parasuraman, Valarie A. Zeithaml, & Leonard L. Berry A Conceptual Model of Service Quality

Page 2: A Conceptual Model of Service Quality and Its Implications ... · PDF file08.10.2016 · A. Parasuraman, Valarie A. Zeithaml, & Leonard L. Berry A Conceptual Model of Service Quality

Page 3: A Conceptual Model of Service Quality and Its Implications ... · PDF file08.10.2016 · A. Parasuraman, Valarie A. Zeithaml, & Leonard L. Berry A Conceptual Model of Service Quality

Page 4: A Conceptual Model of Service Quality and Its Implications ... · PDF file08.10.2016 · A. Parasuraman, Valarie A. Zeithaml, & Leonard L. Berry A Conceptual Model of Service Quality

Page 5: A Conceptual Model of Service Quality and Its Implications ... · PDF file08.10.2016 · A. Parasuraman, Valarie A. Zeithaml, & Leonard L. Berry A Conceptual Model of Service Quality

Page 6: A Conceptual Model of Service Quality and Its Implications ... · PDF file08.10.2016 · A. Parasuraman, Valarie A. Zeithaml, & Leonard L. Berry A Conceptual Model of Service Quality

Page 7: A Conceptual Model of Service Quality and Its Implications ... · PDF file08.10.2016 · A. Parasuraman, Valarie A. Zeithaml, & Leonard L. Berry A Conceptual Model of Service Quality

Page 8: A Conceptual Model of Service Quality and Its Implications ... · PDF file08.10.2016 · A. Parasuraman, Valarie A. Zeithaml, & Leonard L. Berry A Conceptual Model of Service Quality

Page 9: A Conceptual Model of Service Quality and Its Implications ... · PDF file08.10.2016 · A. Parasuraman, Valarie A. Zeithaml, & Leonard L. Berry A Conceptual Model of Service Quality

Page 10: A Conceptual Model of Service Quality and Its Implications ... · PDF file08.10.2016 · A. Parasuraman, Valarie A. Zeithaml, & Leonard L. Berry A Conceptual Model of Service Quality

“Service Marketing”, Valarie A. Zeithaml & Mary Jo Bitner

Parasuraman 1996 - The behavioral consequences of service quality

1 SERVQUAL: A Multiple- Item Scale for Measuring Consumer Perceptions of SERVICE Quality By: A. Parasuraman Valarie A. Zeithaml Leonard L. Berry Presented

A Conceptual Model of Service Quality and Its Implications ... Model of Service... · A. Parasuraman, Valarie A. Zeithaml, & Leonard L. Berry A Conceptual Model of Service Quality

Thailand’s Automotive Service Quality Customer ...apssr.com/wp-content/uploads/2018/09/RA-7.pdf · the SERVQUAL model originally outlined by Parasuraman, Zeithaml, and Berry (1985,

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Parasuraman 1988 - a multiple item scale for measuring consumer perceptions of service quality

Zeithaml 1983 - The Nature and Determinants of Customer Expectations of Service

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! I'. ).1, I': I THE EFFECT OFINTERNAL MEASURES … · Parasuraman, Zeithaml, and Berry (1985) recognized the idea that service quality is a function ofthe expectation-performancegap

ISSN: 2456-9992 Predictive Drivers Of Students‟ … SERVQUAL, the prominent service quality instrument was developed by Parasuraman et al (1988) (Parasuraman, Zeithaml, & Berry.,

Determining the revenue contribution of logistics customer ... Hofmann (2014... · gap analysis (Zeithaml et al. 1988), multiple-item scales (Parasuraman et al. 1988; Cronin and Taylor

Measuring Perceived Service Quality Offline vs. Online: A ... · In an review on SERVQUAL, Buttle (1996) shows that using SERVQUAL (Parasuraman, Zeithaml and Berry, 1985) implies

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DAFTAR PUSTAKA - etd.repository.ugm.ac.idetd.repository.ugm.ac.id/downloadfile/169182/po... · 59 Parasuraman et al., (1985). A Conceptual Model of Service Quality and Its Implication

Process A Conceptualization of the Employee …...tomer retention and loyalty (American Society for Quality Control, 1988; Parasuraman, Zeithaml, & Berry, 1985; Parasuraman, Zeithaml,

Books Our Eternal Companions Learning Circle Group : Computer Chronicles(Middle) Sponsoring Teachers : Uma Parasuraman , Navjot Kaur , Nupur Paul,

ZEITHAML, Valarie A. Marketing de Serviços_ a empresa com foco no cliente.pdf

UNIVERSIDAD DON BOSCO VICERRECTORÍA DE ESTUDIOS DE …rd.udb.edu.sv:8080/jspui/bitstream/11715/1236/1/61671... · 2018. 4. 26. · (Zeithaml, Parasuraman y Berry, 1990, p3. Adaptado)

Uncovering The Myth of Urban Development in Mumbai Prof S. Parasuraman Tata Institute of Social Sciences,Mumbai Source : National Geographic

Assessing Customer Perception of Service Quality .... Suchita.pdf · Assessing Customer Perception of Service Quality: ... (Berry and Zeithaml ,2001). ... and Parasuraman, Zeithaml

Service quality in maritime transport: conceptual model ... · (1985, 1988) with their gap (PZB) model and later developed into SERVQUAL. While Parasuraman et al. (1988) claim that

Julie Baker, A. Parasuraman, Dhruv Grewal, & Glenn B. Voss ...€¦ · 120 / Journal of Marketing,April 2002 Journal of Marketing Vol. 66 (April 2002), 120–141 Julie Baker, A. Parasuraman,

Conceptual Metaphor Meets Conceptual Change

WORKING PAPER - UGentwps-feb.ugent.be/Papers/wp_04_259.pdf · 5 This comparison between the determinants of perceived service quality in a consumer (Parasuraman, Zeithaml and Berry,

UNIVERSITY OF PUNE FACULTY OF MANAGEMENT …. M.B.S. Syllabu… · - The levels at which strategy operates ... Services Marketing - Zeithaml , Bitner, Gremler & Pandit , ... Successful

biblio.ugent.be · Web view(Parasuraman, Zeithaml, & Berry, 1988). Although the use of raters is common, the quantification could also be based on secondary data and other sources

ANALISIS ATRIBUT PELAYANAN JASA PENERBANGAN …etd.repository.ugm.ac.id/downloadfile/178756/po... · Yogyakarta:CV Andi Offset. Zeithaml, Parasuraman, Berry ,1990. “Delivering Quality

Teaching for conceptual change and conceptual

IMPRINT Pro Usability Assessment Pratik Jha, Julie Naga and Dr. Raja Parasuraman George Mason University

CSCI 8535 Multi Robot Systems - University of Georgiacobweb.cs.uga.edu/.../Multi_Robot_Systems_Class2_01... · CSCI 8535 –Multi Robot Systems Ramviyas Nattanmai Parasuraman CVAP,