...‐validity and its reliability. The questionnaire for this study questionnaire is similar to the main copy, i.e. the 22 core survey propositions measure user perceptions of service quality in three dimensions: © Emerald Group Publishing Limited 2010 Customer services quality Customer...

... services quality Customer satisfaction the collection of documents and their technical processing by applying certain techniques and methods; the skills of employees; equipment and processing; the span of time of service to be rendered; and the attributes of services which...

... systems Customer services quality Customer service management Information services Customer relationship management (CRM) is an integrated approach to “acquiring, retaining and partnering with selective customers to create superior value for the company and the customer” (Parvatiyar and Sheth...