Abstract
The companion animal market in China is a developing one but little is known about the quality of the interaction between the veterinarian and the client. Managing customer service quality is of great importance to any veterinary practice and there are several ways in which it can be assessed. This study used Importance–Performance Analysis to evaluate the service quality of veterinary practices operating in Beijing. Suggested areas for improvement were for Beijing veterinarians to pay more attention to their attitude towards their clients and costs of treatment.
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