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service quality and customer satisfaction using SERVQUAL Model: The Case Study of Tanzania Telecommunications Company Limited (TTCL)”, a partial fulfillment of the requirement for the Masters of Business Administration of the.
Key words – SERVQUAL, Service quality, customer satisfaction, grocery stores Summarily, in this research work, the SERVQUAL model is discussed and how it can be applied in the context of grocery stores in assessing service quality.
quality and customer satisfaction (Spackman, ; Nijkamp et al., ).However, very few studies have investigated the success of service performance improvement in the privatization context by analyzing customer satisfaction. SERVQUAL model, concluded that the four dimensions of reliability, responsibility, assurance and empathy are effective on customer satisfaction of researched Bank, but the tangible factors do not impact on customer satisfaction of service quality.
The SERVQUAL questionnaire has been described as "the most popular standardized questionnaire to measure service quality." It is widely used by service firms, most often in conjunction with other measures of service quality and customer satisfa This conceptualisation is known as the model of service quality or more popularly as the gaps model. The Relationship between Customer Satisfaction and Service Quality: a study of three Service sectors in Umeå. The main purpose of this study is to examine the relationship between customer satisfaction and service quality in service sectors with respect to the service meaning of service quality which were substituted in the SERVQUAL.