Customer satisfaction and service quality in high-contact service firm

College

Ramon V. Del Rosario College of Business

Department/Unit

Decision Sciences and Innovation Dept

Document Type

Article

Source Title

DLSU Business and Economics Review

Volume

17

Issue

1

First Page

1

Last Page

12

Publication Date

12-1-2008

Abstract

By taking attribute-based measures of service quality, this study establishes clear linkages between customer satisfaction (students) and quality (perception of their experience in the practicum program of the university). The results of this study clearly indicate that student satisfaction is more directly related to functional quality or process of service delivery. The delivery of service through implementation of clear policies and procedures contributed significantly to student satisfaction. The study recommends appropriate internal measures of efficiency and employee compensation as a means to ensure quality and customer satisfaction, and, as a whole, recommends a service marketing system for a high-contact type of service firm such as universities.

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Disciplines

Higher Education

Keywords

Practicums; Internship programs; Satisfaction; Consumer satisfaction; Students as consumers

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