Looking for potential service quality gaps to improve customer satisfaction by using a new GA approach

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Title:	Looking for potential service quality gaps to improve customer satisfaction by using a new GA approach
Authors:	蔡明春 Tsai, Ming-Chun
Contributors:	企業管理學系 Business Administration
Keywords:	service quality;customer satisfaction;gap analysis (GA);Neural Network;Kano model;HR service online agency
Date:	2011
Issue Date:	2014-06-27 10:37:56 (UTC+8)
Abstract:	Gap analysis (GA) is one of the most popular techniques which has been widely used in service marketing to help businesses make customer satisfaction decisions through service quality perspective. However, an assumption of linear relationship between attr
Appears in Collections:	[Department of Business Administration] Journal Articles

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