ABSTRACT
In the world of business, customers are crucial. Companies must keep satisfying their customers to
improve profitability and market share to survive in the competition. Companies need to find what their
customers need, what they want, and what they value. In recent decades, scientists found that the
quality of services has a significant influence on customer satisfaction and customer loyalty. There are
many suggested models for Service Quality measurement but in this study, we focus on four particular
models, which are most common in marketing researches and are the basis of other models. Reviewing
these models shows that all of them have some advantages and disadvantages and Service quality
models have improved day by day. In this study, we found the Hierarchical model as the comprehensive
model. This model contains significant factors and works by researchers approving the validity and
reliability of this model in different categories. It is an applicable service quality measurement for
marketing managers.
ABSTRACTIn the world of business, customers are crucial. Companies must keep satisfying their customers toimprove profitability and market share to survive in the competition. Companies need to find what theircustomers need, what they want, and what they value. In recent decades, scientists found that thequality of services has a significant influence on customer satisfaction and customer loyalty. There aremany suggested models for Service Quality measurement but in this study, we focus on four particularmodels, which are most common in marketing researches and are the basis of other models. Reviewingthese models shows that all of them have some advantages and disadvantages and Service qualitymodels have improved day by day. In this study, we found the Hierarchical model as the comprehensivemodel. This model contains significant factors and works by researchers approving the validity andreliability of this model in different categories. It is an applicable service quality measurement formarketing managers.
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