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Service quality, in its contemporary conceptualisation, is a comparison of perceived expectations of a service with perceived performance, giving rise to the equation SQ=P-E. This conceptualistion of service quality has its origins in the expectancy-disconfirmation paradigm.
Service quality is a comparison of perceived expectations of a service with perceived performance, giving rise to the equation SQ=P-E. This conceptualistion of service quality has its origins in the expectancy-disconfirmation paradigm.
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