Mbise, Esther; Tuninga, Ronald S.J. - Maastricht School of Management (MSM) - 2012
Purpose: An extended SERVQUAL instrument is developed, validated and used to measure perceived service quality … emerging economy are presented. The use of the extended SERVQUAL model is suggested to monitor student/employee expectations … important than the other dimensions. The validity of the extended SERVQUAL model for practical use is >0.95. Prediction of the …
