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SERVICE QUALITY: Understanding customer Perception and Reaction, and Its Impact on Business

Gadjah Mada International Journal of Business (GamaIJB) · Vol. 5 No. 2 (2003) · pp. 207–219

DOI
10.22146/gamaijb.5407
ISSN
2338-7238, 1411-1128
Published
2003-06-12
Publisher
Master in Management, Faculty of Economics and Business, Universitas Gadjah Mada
Language
eng

Abstract

This paper is an attempt to explain the process and outcomes of customer services levels and how they shape customer perceptions (of their relationship with services providers) and reactions. As an entirely conceptual work, this paper proposes a model for understanding the pathway and the end of good and bad customer service. Implications of the study on theory and practice are discussed.

Keywords

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Metadata source: OAI-PMH (metadata jurnal) https://journal.ugm.ac.id/gamaijb/oai, first harvested 28 Okt 2026, last seen 28 Okt 2026.
Original metadata (oai_dc) 
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	<dc:title xml:lang="en-US">SERVICE QUALITY: Understanding customer Perception and Reaction, and Its Impact on Business</dc:title>
	<dc:creator>Ndubisi, Nelson Oly</dc:creator>
	<dc:subject xml:lang="en-US">commensalism; customer perception and reaction; mutualism; parasitism; service quality; symbiosis</dc:subject>
	<dc:description xml:lang="en-US">This paper is an attempt to explain the process and outcomes of customer services levels and how they shape customer perceptions (of their relationship with services providers) and reactions. As an entirely conceptual work, this paper proposes a model for understanding the pathway and the end of good and bad customer service. Implications of the study on theory and practice are discussed.</dc:description>
	<dc:publisher xml:lang="en-US">Master in Management, Faculty of Economics and Business, Universitas Gadjah Mada</dc:publisher>
	<dc:date>2003-06-12</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en-US">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://journal.ugm.ac.id/gamaijb/article/view/5407</dc:identifier>
	<dc:identifier>10.22146/gamaijb.5407</dc:identifier>
	<dc:source xml:lang="en-US">Gadjah Mada International Journal of Business; Vol 5, No 2 (2003): May-August; 207-219</dc:source>
	<dc:source>2338-7238</dc:source>
	<dc:source>1411-1128</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://journal.ugm.ac.id/gamaijb/article/view/5407/4403</dc:relation>
</oai_dc:dc>