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An empirical study of servqual as a tool for service quality measurement

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To survive and excel in today’s competitive market organizations must realize the significance of customer-oriented business philosophies and quality management approaches in managing the business. Customers are becoming more aware of their requirements. Their expectations and perceptions are continually evolving making it more difficult for the service providers to measure and manage services effectively and efficiently. | An empirical study of servqual as a tool for service quality measurement

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