Hierarchical Service Quality Model

In: Business and Management

Submitted By sayedmustafa
Words 26711
Pages 107
2006:56

MASTER'S THESIS

Relationship between Service Quality and Customer Satisfaction
In the case of CCG (Customer Centric Group) CO

Ali Dehghan

Luleå University of Technology
Master Thesis, Continuation Courses
Marketing and e-commerce
Department of Business Administration and Social Sciences
Division of Industrial marketing and e-commerce
2006:56 - ISSN: 1653-0187 - ISRN: LTU-PB-EX--06/56--SE

Relationship between service quality and customer satisfaction: In the case of CCG( Customer Centric
Group) CO
Supervisors:
Dr.Albadvi , Dr.Khalifa
Referee:
Dr.Charsoghi
Prepared by:
Ali Dehghan
Tarbiat Modares University Faculty of Engineering
Department Industrial Engineering Lulea University of Technology
Department of Business Administration and Social Sciences
Division of Industrial Marketing and E-Commerce
MSc PROGRAM IN MARKETING AND ELECTRONIC COMMERCE Joint

2006

1

ABSTRACT
RELATIONSHIP BETWEEN SERVICE QUALITY &
CUSTOMER SATISFACTION: IN THE CASE OF CCG
(CUSTOMER CENTRIC GROUP) CO
These days all the organizations are realizing the significance of customer –centered philosophies .One of the key challenges of them is how they manage service quality, which holds a great importance to customer satisfaction. The purpose of this research was to gain a better understanding of the service quality dimensions that affect customer satisfaction from customer perspective. Based on a detailed literature review, a frame of reference was developed. Some service quality dimensions were selected to be tested in CCG CO operations and its relationship with customers in order to explore the relationship between service quality and customer satisfaction.
A qualitative research approach was used to get a better understanding of this issue. The empirical data were gathered through in dept interviews with
10 people by using…...

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