Service Quality Appraisal: A Study of Interactions

• Main Authors: Yuen, Kum Fai, Thai, Van Vinh
• Other Authors: School of Civil and Environmental Engineering
• Format: Article
• Language: English
• Published: 2015
• Subjects: Service quality appraisal; Customer satisfaction; Interactions; Shipping logistics
• Online Access: https://hdl.handle.net/10356/80833; http://hdl.handle.net/10220/39024
• Institution: Nanyang Technological University

Customer satisfaction or dissatisfaction is a direct response from the appraisal of service quality (SQ) attributes. The purpose of this study is to discuss and test for interactions in customers’ appraisal of SQ attributes. A theoretical framework was developed to identify the types of interactions...