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Perceived and expected quality of services – Moldcom case study

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dc.contributor.author RUSU, B.
dc.contributor.author NAGÂŢ, Gh.
dc.contributor.author CREŢU, Gh.
dc.date.accessioned 2019-08-09T08:37:27Z
dc.date.available 2019-08-09T08:37:27Z
dc.date.issued 2004
dc.identifier.citation RUSU, B., NAGÂŢ, Gh., CREŢU, Gh. Perceived and expected quality of services – Moldcom case study. In: Meridian Ingineresc. 2004, nr. 2, pp. 93-96. ISSN 1683-853X. en_US
dc.identifier.issn 1683-853X
dc.identifier.uri http://repository.utm.md/handle/5014/4157
dc.description.abstract The research bases on a disconfirmation model to assess customer satisfaction for a retail outlet. A SERVQUAL based questionnaire was used for data collection. Additional qualitative information was gathered using interviews. Data analysis revealed a significant correlation between average weekly shopping value and Empathy average score among sample respondents. en_US
dc.description.abstract Cercetarea are la bază un model al discrepanţei dintre aşteptările clienţilor şi performanţele percepute în urma contactului cu un magazin. Un chestionar având la bază chestionarul standard SERVQUAL a fost utilizat pentru culegerea datelor. Procesul de culegere a datelor a inclus şi o serie de interviuri. Analiza statistică a relevat existenţa unei corelaţii între valoarea medie a cumpărăturilor făcute într-o săptămână şi valoarea medie a empatiei pentru persoanele din eşantion. ro
dc.description.abstract La recherché utilise le dis confirmation modèle pour évalue le nivelle du satisfaction du clients pour un magasin. Un questionnaire base ou SERVQUAL est utilise pour la collection du data. Additionnelle information a été collecte par les interviews. L’analyse du data relevé un corrélation significative entre moyenne dépenser chaque semaine et moyenne score du empathie parmi les répondants. fr
dc.description.abstract Исследование имеет в основу модель несоответствия между ожиданиями клиентов и преимуществ полученных от контрактов с магазином. Для сбора данных был использован вопросник, имеющий в основу стандартный вопросник SERVQUAL. Процесс сбора данных включил и серию интервью. Статистический анализ показал на существование зависимости между средней стоимостью покупок, сделанных в течении недели, и средним значением покупательной способности лиц исследуемой группы. ru
dc.language.iso en en_US
dc.publisher Editura U.T.M. en_US
dc.rights Attribution-NonCommercial-NoDerivs 3.0 United States *
dc.rights.uri http://creativecommons.org/licenses/by-nc-nd/3.0/us/ *
dc.subject quality of services en_US
dc.subject satisfactia clienţilor en_US
dc.subject clienţi en_US
dc.title Perceived and expected quality of services – Moldcom case study en_US
dc.title.alternative Masurarea nivelului de satisfactie al clientilor – studiu de caz Moldshop en_US
dc.title.alternative Mesure du satisfaction du client – Moldshop case en_US
dc.title.alternative Измерение уровня удовлетворенности клиентов – исследование Молдшоп en_US
dc.type Article en_US


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