Hoi Piew Tan

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Service quality has become an important topic in the services marketing literature because it affects the cost, profitability, customer satisfaction, and customer retention (Buzzell & Gale, cited in Buttle, 1996; Bolton & Drew, 1991; Reichheld & Sasser, 1990). As such, it is crucial to identify the determinants of the students’ perceived service quality in(More)
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