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    Please use this identifier to cite or link to this item: http://chur.chu.edu.tw/handle/987654321/39681


    Title: Applying Mahalanobis distance into SERVQUAL analysis-a case study of hospital outpatient
    Authors: 賀力行
    Ho, Li-Hsing
    Contributors: 科技管理學系
    Technology Management
    Keywords: SERVQUAL;Service quality;Gap analysis;Mahalanobis distance;Multiple variables
    Date: 2008
    Issue Date: 2014-07-07 21:24:43 (UTC+8)
    Abstract: SERVQUAL has been widely applied in service industries since proposed, but there are also several arguments raised. This study focus on calculation of gap score, proposes a conceptual model to apply Mahalanobis distance to the measurement of the gap score
    Appears in Collections:[Department of Technology Management] Journal Articles

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