The Determinants Of Customer Satisfaction Essay

Different research was done on the positive relationship between service quality and customer satisfaction. In the other words, if service quality decreases quickly, customer satisfaction declines dramatically and if service quality grows radically, customer satisfaction rises rapidly

Service quality is one area which was studied extensively for the past four decades. In the field of service marketing, there are many definition for service quality. Parasuraman et al, (1988) defines service quality as a discrepancy between customers’ expectation and perception of a service or service experience and this is basically the perceived service quality. Based on this concept, Parasuraman et al. (1985), developed a model known as the SERVQUAL. The SERVQUAL model is based on 22-item scale and it measures service quality based on five dimensions which are reliability, responsiveness, tangibility, assurance and empathy. According to Parasuraman et. al (1985) these five dimension are generic and they are applicable across the industries. However, there are some critics to this model also such as Gronroos (1990) and Mangold and Babakus (1991) who opines that SERVQUAL solely focuses on the service delivery process while neglecting the outcome of the service. Interestingly, the inventors of SERVQUAL suggested the importance of both the functional and technical aspect of service quality in the model (Parasuraman et.al, 1985). However, they didn’t include the technical aspect but it in the instrument. The emphasis on the functional aspect is basically the American school which was

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.

The key to ensuring good quality service is meeting or exceeding what the customers expect from services. Judgements of high and low quality depend on how customers the actual service performance in the context of what they expected. Service quality, as perceived by the customers, can be defined as the extent of discrepancy but customers’ expectations or desires and their

Customer satisfaction is the main concern of creating value and competitive advantage(zeithaml,1988;parasuraman,1997). Satisfaction is the feeling of pleasure or displeasure resulting from the comparison of products/services performance in relation to the expectations. Expectation comes from the past buying experience, friends or associates advice etc .The relation between expectation and performance decides the satisfaction ;whether it is high, medium or low.

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

To review critically literature on customer satisfaction and how it affects the development of a company; defining the idea and concept of customer satisfaction; analysing the core elements of customer satisfaction; analysing the factors affecting customer satisfaction; and why customer satisfaction is important for companies such as STO Supermart in Maldives.

The outcomes of this report shows all service quality dimensions are positively correlated with customer satisfaction and loyalty indicating quality banking service as a necessity for establishing and having a satisfied and loyal customers. As to the correlation result, assurance and responsiveness are the leading factors of

Customer satisfaction refers to the feeling of gratitude a customer or client gets after purchasing goods or services from a particular firm. Every business must have its tactics to ensure that their customers are contented with the type of service offered or the goods sold and as such will come back anytime when in need of the same type of goods or service. To ensure proper customer satisfaction, the staff must practice good customer engagement.

E-Z RP is a small company compared with Datatronics, which was able to compete on perspective of customer service. This quality of service makes E-Z RP to get acquired by Datatronics. Matt Rubezahl was a development manager with a small team at E-Z RP, but this acquisition made every

Customer satisfaction is dependent of one’s intention to perform the decision to purchasing intention. On the other hand, service quality has an appositive impact on customer satisfaction because quality measure the value and this value added the loyalty (Fishbein, & Ajzen, 1975). Finally, customer satisfaction is directly or indirectly connected to customer loyalty if a customer is satisfied to buy something with full of expectation, customers may or may not be loyal to the brand or products.

Business and customer service interaction have played a huge part in the great world we live in today. The opportunity for success in business wouldn’t be available if companies did not recognize the importance of treating customers’ right. Customer’s do not purchase from or support companies who do not deliver good service. There are many factors that can provoke poor Customer Satisfaction. The evolution of

The customer satisfaction is not only influenced by service quality perceptions but also by personal preferences, situational factors and price (Aldridg & Rowley, 1998; Patterson &

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

In recent years, more and more companies start to concentrate on the quality of their products. The products could be tangible as physical goods, or intangible like the service. This article is more about the service product. Since the service has no tangible form, the service quality is difficult to measure. Businesses want to get the information about the customers’ perceptions of the service they provided. Then they need to measure the service quality. A useful tool can be used is a multiple-item scale for measuring consumer perceptions of service quality called SERVQUAL. There is also another tool called SERVPERF which has the conflict with SERVQUAL. As the debate