Modified SERVPERF and Normalized SERVQUAL Models in Estimation of Service Quality in Higher Educational Institutes
The purpose of this paper is to propose and empirically substantiate modification of SERVPERF instrument. We demonstrate difference in practical realization of SERVQUAL (Perceptions-Minus-Expectations) and modified SERVPERF Performance-Minus-Expectation.
| Рубрика | Социология и обществознание |
| Предмет | Sociological research |
| Вид | статья |
| Язык | английский |
| Прислал(а) | Mykola Sydorov |
| Дата добавления | 13.11.2020 |
| Размер файла | 285,4 K |
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