What customers expect and perceive from a university services?
A case study on a service quality of a faculty in one of the local universities. The study was based on Parasuraman's framework. The most important finding were the weaknesses or short of services quality came from the factor of human interactions.
| Main Authors: | , , |
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| Format: | Book Chapter |
| Language: | English |
| Published: |
IIUM Press
2011
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/25604/ http://irep.iium.edu.my/25604/ http://irep.iium.edu.my/25604/1/Chapter_12.pdf |