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When perceptions exceed expectations then service quality is high. The model of service quality identifies five gaps that may cause customers to experience poor service quality. In this model, gap 5 is the service quality gap and is the only gap that can be directly measured. In other words, the SERVQUAL instrument was specifically designed to ...
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A. "Parsu" Parasuraman is an Indian-American marketing professor and author. He is the Professor and the James W. McLamore Chair in Marketing at the University of Miami . [ 1 ] [ 2 ]
Given the widespread use of internet and e-commerce, researchers have also sought to define and measure e-service quality. Parasuraman, Zeithaml, and Malhotra (2005, p. 5) define e-service quality as the “extent to which a website facilitates efficient and effective shopping, purchasing, and delivery.”
Volume 7: Parasuraman, A., Valarie A. Zeithaml, and Arvind Malhotra, "E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality," (February 2005) Volume 6: Keiningham, Timothy L., Tiffany Perkins-Munn, and Heather Evans, "The Impact of Customer Satisfaction on Share-of-Wallet in a Business-to-Business Environment," (August 2003)
Comma-separated values (CSV) is a text file format that uses commas to separate values, and newlines to separate records. A CSV file stores tabular data (numbers and text) in plain text, where each line of the file typically represents one data record. Each record consists of the same number of fields, and these are separated by commas in the ...
The service supports the conversion of documents, images, audio, video, e-Books, CAD files and compressed file formats. [ 6 ] [ 7 ] Users can type in a URL or upload one or more files (if they are all of the same format) from their computer; Zamzar will then convert the file(s) to another user-specified format, such as an Adobe PDF file to a ...
Work done by Parasuraman, Zeithaml and Berry (Leonard L) [18] between 1985 and 1988 provides the basis for the measurement of customer satisfaction with a service by using the gap between the customer's expectation of performance and their perceived experience of performance. This provides the measurer with a satisfaction "gap" which is ...
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