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Customer satisfaction with complaint resolution in the power sector in a developing economy
(© 2012 Taylor and Francis Group, LLC., 2012)
Public services play a critical role in helping nations evolve into modern societies. The power sector is especially vital because of its profound influence on other sectors of the economy. Unfortunately, the power sector ...
A multivariate model of perceived quality in a developing country
(© 2007 Published by Taylor & Francis Online, 2007)
This paper integrates past research and proposes a framework for the analysis of consumer perceptions of quality in a developing country. In this framework, consumer-perceived quality is hypothesized to be formed from ...
The structure and measures of service quality perceptions for multiple-encounter services: a study of hospitals in Bangladesh
(© 2014 W. S. Maney & Son Ltd., 2014)
This paper examines a complex multiple-encounter service environment – hospitals in a developing country – and suggests that service quality measures ought to be tied to key actors’ performance metrics. Based on face-to-face ...