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Service quality and its impact on customer satisfaction in Indian hospitals : Perspectives of patients and their attendants
Author(s):
Panchapakesan Padma
,
Chandrasekharan Rajendran
,
Prakash Sai Lokachari
Publication date
Created:
October 26 2010
Publication date
(Print):
October 26 2010
Journal:
Benchmarking: An International Journal
Publisher:
Emerald
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Wikipedia Quality
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79
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Coefficient alpha and the internal structure of tests
Lee Cronbach
(1951)
Psychometrika, 16(3), 297-334
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The Antecedents and Consequences of Customer Satisfaction for Firms
Eugene Anderson
,
Mary W. Sullivan
(1993)
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The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
Mary Bitner
,
Bernard Booms
,
Mary Tetreault
(1990)
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Author and article information
Journal
Title:
Benchmarking: An International Journal
Abbreviated Title:
Benchmarking
Publisher:
Emerald
ISSN (Print):
1463-5771
Publication date Created:
October 26 2010
Publication date (Print):
October 26 2010
Volume
: 17
Issue
: 6
Pages
: 807-841
Article
DOI:
10.1108/14635771011089746
SO-VID:
1b2a17ec-6cfb-41d0-b120-c52d6184f4e4
Copyright ©
© 2010
License:
http://www.emeraldinsight.com/page/tdm
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