The Main Differences between Private and Public Sector in Customer Service Provision: literature review

 Private and Public Sector

According to Grigoroudis and Siskos (2009) as taken by Oliver (1997) “satisfaction is the consumer’s fulfilment response. It is a judgement that a product or service feature, or the product or service itself, provided (or is providing) a pleasurable level … Continue reading

Service Quality Model

Service Quality Model

Service Quality Model pioneered by Gronroos (1982) states that customer’s perception of quality, and ultimately customer satisfaction depends on customer’s perception of two dimensions of the service: technical quality and functional quality. Technical quality dimension of the service concentrates on … Continue reading