Assessing after-sales services quality : integrated SERVQUAL and fuzzy Kano's model
Seyedehfatemeh Golrizgashti, Amir Razavi Hejaz, Kimia Farshianabbasi
| Year of publication: |
2020
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|---|---|
| Authors: | Golrizgashti, Seyedehfatemeh ; Hejaz, Amir Razavi ; Farshianabbasi, Kimia |
| Published in: |
International journal of services, economics and management. - Olney : Inderscience, ISSN 1753-0830, ZDB-ID 2418235-7. - Vol. 11.2020, 2, p. 137-166
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| Subject: | fuzzy Kano model | confirmatory factor analysis | service quality | customer satisfaction | SERVQUAL | after-sales services | home appliances | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Fuzzy-Set-Theorie | Fuzzy sets | Faktorenanalyse | Factor analysis | Qualitätsmanagement | Quality management | Messung | Measurement |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1504/IJSEM.2020.108981 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10012285568