QUALITY GAP ANALYSIS OF FRONTLINE EMPLOYEES IN RAILWAY PASSENGER SERVICE
Today, service quality is a central issue in the world of service. One reason service quality has become such an important issue is that world's economy environment become a service economy. Services are so much a part of what the world produce and consume. It would be surprising if people ar...
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| Format: | Theses |
| Language: | Indonesia |
| Online Access: | https://digilib.itb.ac.id/gdl/view/7090 |
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| Institution: | Institut Teknologi Bandung |
| Language: | Indonesia |