Beruflich Dokumente
Kultur Dokumente
M S Sridhar
Head, Library & Documentation
ISRO Satellite Centre
Bangalore 560017
E-mail: sridhar@isac.gov.in & mirlesridhar@gmail.com
Expected service
Gap 5
Perceived service
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External
Provider Service delivery Gap 4 Communication
Gap 3 to customer
Gap 1 Service quality
specifications
Gap2
Management perceptions
of customer expectations Model of Service Quality
Past experiences
Client Service
expectations provided
Generic
needs
Non-technical
Formal components
Comparison
communications
with
expectations
Perceived
outcome
(quality)
Service Quality & Customer Satisfaction M S Sridhar, ISRO 17
Factors/ Variables Affecting Customer Satisfaction