publication . Doctoral thesis . 2012

The measurement of customer service quality as a competitive strategy in an industrial environment

Open Access
  • Published: 27 Aug 2012
  • Country: South Africa
Abstract
M.Tech. This study deals with the measurement of customer service quality in an industrial environment. The concept was to measure service quality and then develop a competitive strategy based on this. The mechanism used is the SERVQUAL model. Subsequently reengineering aspects of customer service based on the findings is proposed as a competitive advantage. The study is diagnostic in nature offering insights on the application of a well researched service quality model in an industrial environment. The study was undertaken due to the necessity and position that the research organisation found itself in. Critical factors, that shaped the business environment con...
Subjects
free text keywords: Customer services - Quality control
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