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TÀI LIỆU THƯ VIỆN SỐ
Danh mục TaiLieu.VN
The objectives of this study: to prove that the adapted SERVQUAL model can be applied to measure the service quality, compare guests‟ expectation and perceptions on service quality of business hotels and indicate the priority service quality dimension based on the business hotels guest‟s expectations and perceptions. The study‟s output can be used by the hotel managers as a guideline to improve service quality of the hotel.
10 p dnulib 30/09/2019 332 1
Từ khóa: Measuring service quality in the hotel industry, Measuring service quality, The adapted servqual, Chiayi and Tainan cities, Service quality of the hotel
Factors affecting the satisfaction of visitors to Đà Lạt Flower Festival 2012
The research aims to investigate factors affecting the satisfaction of visitors to a national festival, i.e. the Đà Lạt Flower Festival 2012, on the basis of 500 respondents visiting the festival. The SERVQUAL by Parasuraman et al. (1988) with some adjustments is used.
13 p dnulib 30/09/2019 285 1
Từ khóa: Satisfaction of visitors, Service quality, The SERVQUAL, Multiple regression analysis, Đà Lạt Flower Festival 2012
ITIL® Continual Service Improvement 2011 edition
The ITIL 2011 Editions have been updated for clarity, consistency, correctness and completeness. Alongside the delivery of consistent, repeatable process activities as part of service quality, ITIL has always emphasized the importance of continual service improvement. Focusing on the process elements involved in identifying and introducing service management improvements, this publication also deals with issues surrounding service retirement....
262 p dnulib 06/11/2012 373 1
Từ khóa: service quality, ITIL, ITIL Continual Service Improvement, provide service activities, Information Technology Infrastructure Library, công nghệ thông tin
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