Measuring Service Quality using SERVQUAL and AHP: An application to a Chinese IT company and comparison

International Journal of Services and Operations Management

Volumn 8, Issue 4, 2011, Pages 418-432

  Zhu, Ji Cheng ^a   Ramanathan, Ramakrishnan ^a   Ramanathan, Usha ^a  

^a UNIVERSITY OF NOTTINGHAM   (United Kingdom)

Author keywords

AHP; Analytic hierarchy process; It service management; Quality management; Service Quality; SERVQUAL; SQ

Indexed keywords

EID: 79954503848     PISSN: 17442370     EISSN: 17442389     Source Type: Journal    
DOI: 10.1504/IJSOM.2011.039662     Document Type: Article

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