عنوان مقاله [English]
نویسنده [English]چکیده [English]
This article discusses the nature of service quality. It begins by discussing the generally accepted model and then describes refinements to that model, firstly in terms of the determinants of service quality, and secondly in terms of the nature of customer expectations. Finally the model is developed to include the relationships between delivered service, perceived service quality , and the other service evaluation constructs - satisfaction and value.