Chris Vassiliadis

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ACKNOWLEDGEMENTS I am truly grateful to my advisor Dr. Janusz A. Starzyk for his resourceful guidance, active involvement, and constant encouragement in every stage of the study. I am thankful for the chance to be his student. My sincere gratitude extends to the other members of my dissertation encouraging remarks on my dissertation. Finally, I am deeply(More)
This article presents the results of a service quality study. After an introduction to the SERVQUAL and the Kano research techniques, a Kano analysis of 75 patients from the General Hospital of Katerini in Greece is presented. The service quality criterion used satisfaction and dissatisfaction indices. The Kano statistical analysis process results(More)
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