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Keywords: SERVQUAL model
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Journal Articles
Journal:
Quality Assurance in Education
Quality Assurance in Education (2020) 28 (3): 151–164.
Published: 14 May 2020
... et al. (1985) SERVQUAL model. The model describes the discrepancy or gap theory, i.e. the difference between service expectations and perceptions, weighted by the significance given to each service dimensions. According to Teas (1993) , differences between perfect and achievable expectations...
