mixed material bibliography Februari 2002

p. 29 - 37 This research aims at finding out the behavioral intentions as a consequences of services quality. Beside examine the relationship between service quality and behavioral intentions, this study also forces of the changes of behavioral intentions to zone of tolerance and the impact of the problem experience and resolution on the consumer's behavioral intentions. The services quality is measuremed by using SERVQUAL instrument. Behavioral intentions measured in term of four dimentions, namely: loyalty, switch, pay more and external response. Perpustakaan - Sekolah Tinggi Manajemen PPM Pusat Informasi Manajemen 26500 2002-06-10 00:00:00 2005-11-30 00:00:00 machine generated