A Conceptual Study on the Relationship Between Service Quality Towards Customer Satisfaction: Servqual and Gronroos’s Service Quality Model Perspective

Service quality is referred to a valuation of how good a delivered service meets the customer’s expectation. Upper management

Today’s world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

There are two main aspects that describe and affect both service quality; the actual service customers expected (expected service) and services perceived (perceived service). Fitzsimmons & Fitzsimmons (2001) explains that the creation of customer satisfaction for a service can be identified through a comparison between service perceptions with service expectation, see Figure 1.

Today's world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.

For different types of companies, quality might refer to quality of products or quality of service. Compares with quality of products, service quality is much more difficult to measure because service is intangible and acts and processes only existing in time. In addition, service has unique characteristic which cannot be found in products, such as customer influence, inseparability of production and consumption, heterogeneity, perishability and labor intensity (Nie & Kellogg, 1999). Even though, there are still many practitioners and academics are keen on measuring service quality because it has already emerged as a key strategic issue. Companies want to better understand service quality, and to establish methods for improving quality to achieve competitive advantage and build customer loyalty (Abdullah, 2006). Based on the importance of service quality, an increasing number of literatures and companies pay attention to measuring

The Gaps Model of Service Quality was originally developed for application in the financial service sector. The model was

Executive Summary The research aims to investigate the relationship between how Nordstrom has adopted to improve its customer centricity by the SERVQUAL and the 3Ps analysis. SERVQUAL was developed by A. Parasuranman, Leonard Berry and Valerie A Zeithaml in the 1980s. According to Parasuraman, Berry, & Zeithaml, SERVQUAL is a multi-item scale developed to assess customer perceptions of service quality in service and retail businesses (Parasuranman, Berry, & Zeithaml, 1988). The five dimensions of SERVQUAL, which are tangibles, reliability, responsiveness, assurance, and empathy.

Hung, Y. H., Huang, M. L., & Chen, K. S. (2003). Service quality evaluation by service quality performance matrix. Total Quality Management and Business Excellence.

Source : Adapted from A. Parasuraman, Valerie Zeithaml, and Leonard Berry, “A Conceptual Model of Service Quality and Its Implications for Future Research,” Journal of Marketing, 49 (Fall 1985)

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

Researcher’s trust that the service quality theory depends on the literature of client satisfaction and product quality. In other words, service quality can be defined as the customer’s overall journey of experience with the product, which can be measured by customer satisfaction while experiencing the service.

This chapter will look to the literature review of quality service, customer satisfaction and intention to revisit including Thomassen satisfaction theory. This research will also discuss what theory is best suited to Health care.

Customer service is a popular study and topic in recent decades. Today, with the development of technology and society, customer service is as important as product quality. Good service plays a very important role in the retail industry, which is reflected by convenience, integrity and caring during transactions. A hierarchical element structure of service quality which is based on five dimensions and twenty-eight attributes has been developed by Dabholkar (Martinelli , E., & Balboni, B, 2012). These five dimensions include Personal Interaction, Reliability, Physical Aspects, Policy, and Problem Solving. Not only the physical

Service quality represents a fundamental aspect of delivery, which strongly influences consumer satisfaction and, as a result, loyalty. In today’s global market a customer’s service expectation has to be met and exceeded eventually in order to retain customers as well as achieve success. Perceived quality of a product or a service is becoming one of the major competitive factors in the business world and has led to the innovation of the ‘Quality Era’ (Peeler, 1996). In simple words, the comparison of customer expectations with service performance is service quality. On the other hand, customer satisfaction is defined as a pleasurable fulfilment response toward a good, service, benefit, or reward (Oliver, 1997). Both of these

Faculty of Economics and Management Sciences, International Islamic University, Malaysia, Box No. 10, 50728 Kuala Lumpur, Malaysia. 2 Graduate School of Management, International Islamic University, Malaysia, Box No. 10, 50728 Kuala Lumpur, Malaysia.