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Bridging the Perception Gaps in the Driving School Branch
Mid Sweden University, Faculty of Human Sciences, Department of Business, Economics and Law.
2014 (English)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

This thesis concentrates on the investigation of Service Quality within the service industry, based on the specific case of the driving school branch. The economical profitability of delivering service quality is supported by a variety of studies, and also, there exist many conceptualizations that aim at examining the term of service quality. However, there are certain literature blanks concerning the concrete implementation and assessment of service quality. As a consequence, this thesis presents several service quality models, that lead to detect the core of quality, namely, meeting or exceeding the customers‟ expectations. This, in turn, will be followed by a detailed exposition of the term expectation, in order to address the issue of service quality at its core. Literature base is the Gap Model by Parasuraman, Zeithaml and Berry (1990) as well as the Gap Model Extension by Luk and Layton (2002). These models not only define service quality, however, provide an instrument (so-called SERVQUAL instrument) that allows to measure numerically the customers‟ service quality expectations as well as the service firm‟s perception of these expectations. In this way, it can be revealed whether the staff and management of driving schools really know their customers‟ expectations, which is the key to deliver service quality. With the help of interviews with two driving schools and a customer survey, it will be detected, that first, the customers‟ actual expectations differ from the firm‟s perception, and second, that the front-line staff‟s perception gap is smaller than the management‟s perception gap, which means that the service provider understands his customers‟ expectations more accurate than the upper management levels.

Place, publisher, year, edition, pages
2014. , p. 97
National Category
Business Administration
Identifiers
URN: urn:nbn:se:miun:diva-22453Local ID: FE-V14-G3-007OAI: oai:DiVA.org:miun-22453DiVA, id: diva2:732902
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Available from: 2014-07-07 Created: 2014-07-07 Last updated: 2014-07-07Bibliographically approved

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CiteExportLink to record
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Citation style
  • apa
  • ieee
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  • vancouver
  • Other style
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  • de-DE
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  • en-US
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  • nn-NO
  • nn-NB
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  • Other locale
More languages
Output format
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