The Effect of Total Quality Management, Perceived Service Quality and Expectation on Customer Satisfaction
Thi Le Ha Nguyen
Abstract:Objects: Total Quality Management (TQM), Perceived Service Quality (PSQ), and expectations are key factors that improve Customer Satisfaction (CS). This study investigates an integrated model that includes total quality management, perceived service quality, and expectations related to consumer satisfaction.Methods: A survey was conducted at the highest Hospital, Vietnam, in April 2018. A self-administered questionnaire was delivered to respondents. A confirmatory factor analysis was used to test the structura… Show more
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