Service is a people oriented function and direct interaction takes place between service provider and customer training in human psychology, behavioral aspects and customer relationship will better equip a person to provide quality service customer will be fully satisfied if the perceived quality is equal or more than the expected quality. From a design perspective, the ‘holy grail’ is an understanding of perceived quality that allows the design team to become even better at concentrating resources on optimizing the aspects of a product that will resonate best with most consumers, improving customer satisfaction and maximising the chances of commercial success.
The investigation of the relationship between service quality and customer satisfaction has showed that although there is a strong correlation between service quality and customer satisfaction, the two constructs are indeed different which means that it becomes imperative for the service providers to view the two constructs separately.
The service management literature argues that customer satisfaction is the result of a customer’s perception of the value received in a transaction or relationship – where value equals perceived service quality relative to price and. It has always been found that researches conducted on customer satisfaction are closely related to the measurement of the quality of service delivered (anderson and sullivan, 1993 cronin and taylor, 1992 bitner and hubbert, 1994 taylor and baker, 1994 rust and oliver, 1994 levesque and mcdougall, 1996. Service quality versus customer satisfaction example assume that there is a small fast-food store in a local area the store provides a basic quality of burgers and fries on a take-away basis only, but at very reasonable prices.
Service quality and satisfaction have long been studied however from looking at this further while writing my dissertation i have found that there is a link between. Satisfaction as measures of quality customer satisfaction in long-term care is important patient satisfaction with nursing care in the context of health care: a literature study scandinavian journal of caring sciences 16(4): 337‐344(2002) johansson, p, m oleni, et al (2002.
The relationship between service quality and customer satisfaction has received considerable academic attention in the past few years but the nature of the exact relationship between service quality and customer satisfaction (especially in the way the two constructs have been operationalized) is still shrouded with uncertainty many researchers have operationalized customer satisfaction by.
The relationship between service quality, customer satisfaction and customer loyalty: an investigation in vietnamese retail banking to as the link between customer attitude, repeat purchasing, and financial performance (heskett interesting to test the relationship between service quality and customer loyalty with customer. Purpose: the main purpose of this study is to examine the relationship between customer satisfaction and service quality in service sectors with respect to the service quality dimensions.