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The impact of service contact type and demographic characteristics on service quality perceptions
2008
Journal of Services Marketing
This study aims to develop and test a service-based demographic framework for studying service quality perceptions. Specifically, the effect of level of service contact and key demographic variables of age, gender and income on service quality perceptions is examined. Methodology A total of 224 customers of high and low contact passenger transport services were surveyed using a self-administered questionnaire. Findings The findings indicated that service quality perceptions differed according
doi:10.1108/08876040810909677
fatcat:vsv2kwg7infmbjzbrle433i2t4