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The Importance of Service Quality and the Evaluation of Meeting Customer Expectations. INTRODUCTION. Customer research literature traditionally agrees that service quality is a measure of how well the service level delivered matches customer expectations. Delivering quality service means conforming to customer expectations on a consistent basis.

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The first theoretical objective of this study is to discuss the concept of service quality and find out the different approaches to measure service quality. The second objective is to define a process model for measuring service quality in air transportation based on literature review.

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CHAPTER 3 SERVICE QUALITY 3.1 INTRODUCTION The two separate constructs of “services” and “quality” were analysed in Chapter 2 where “services” was defined with regard to the inherent characteristics of the particular service and “quality” was defined by making use of predominantly a user-based approach. It is also evident from the previous chapter that service quality is a.

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