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Onderzoek naar de kwaliteit van de dienstverlening en de communicatie van Algemeen Pensioenfonds Wegener

Brummelhuis, Bianca (2007) Onderzoek naar de kwaliteit van de dienstverlening en de communicatie van Algemeen Pensioenfonds Wegener.

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Abstract:The SERVPERF questionnaire, based on the work of Parasuraman et al. (1988) was already tested in a lot of different situations. However, until now, it was not tested in a non-commercial business in which communication is merely through writing. In this study was investigated if the SERVPERF questionnaire was suited to examine the quality of service in a retirement fund. Also was investigated if a self-developed questionnaire was suited to exanine the quality of communication in a retirement fund. The studies were performed with both active participants (participants which are still building up their pension) and retired participants as respondents.
Item Type:Essay (Master)
Clients:
Wegener
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:05 communication studies
Programme:Communication Studies MSc (60713)
Link to this item:http://purl.utwente.nl/essays/487
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