The Integrated Multi-Attribute And Kano Model

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

Brandy and Cronin (2001) introduced their own dimensions of service quality which are 1.) service environment, 2.) customer-employee interaction, and 3.) service outcome. These dimensions are considered the sources of quality of a service. Different dimensions of service quality have been introduced and accepted in past researches and studies but the 5 dimensions of Zeithaml et al., (1988) were proved to be the most reliable and credible. One of the most important strategies service providers can use to position themselves effectively in a competitive environment, and to distinguish themselves from competitors, is to provide and improve service quality to ensure the customer satisfaction (Cronin & Taylor,

Carman, J. M. (1990). Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions. Journal of Retailing, 66 (1), 33-55.

This chapter discusses literature review of theories and models and conceptual framework which is evidence of the study variables - Quality of service and customer satisfaction. The definition of Service, quality, customer satisfaction, the concept of quality of service, and the relationship between service quality and customer satisfaction is briefly discussed.

Different customers have different expectation than others: one could like the same hotel and everything but another person can say that the same hotel isn’t good , so we could say everyone has their own way of how they perceive things. Service quality can cover meetings and exceeding customer expectations (Zeithaml and Gronroos,

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

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

Descriptive survey type of research was used because this method or type of research is commonly conducted to collect detail description of existing phenomena with the intent of' employing data to justify current conditions and whenever possible to draw valid general conclusions from the facts discovered (Koul, 2006). As it fits to the purpose of the study, this research design was used to assess the quality of service delivery by asking customers about their expectations with regard to the bank's service and their perception on the actual service delivered by the bank and finally to compare and contrast the two for the sake of reaching up on discrepancies, if any.

Customers perceive service in terms of tone, but how satisfied they are with the overall experience, is what defines their satisfaction. Whether the client is satisfied after purchase depends on the offer’s performance or the customer service in this case, in relation to the customer expectations. Yet, according to Zeithaml et al (2006) although service quality and client satisfaction are used interchangeably, there is indeed a distinction.

Traditionally, Service quality can be portrayed as the result from client comparison between their assumptions about the service they will use and their insight about the service company. That implies that if the insight recognitions would be higher than the desired the service will be considered as fabulous, if the desires rise to the insight observations the service is viewed as great and if the desires are not met the service will be viewed as awful. For a service to be considered as good the organisation is required for making customers satisfied and service quality should be associated with customer perceptions and expectations. (Carlsson, 2010)

China’s domestic banks have struggled within the area of customer service and constantly experienced low levels of customer

Today's managers have access to an amazing array of resources which they can use to improve their skills. Some use the classical management approach especially traditional organizations while others use scientific management approach to solving organization problems and enhancing efficiency and productivity. Any of these approaches can be used in either a product or service base organization. These resources either tangible or intangible used to improve the product or skill of an organization determines its quality. Furthermore, in a predominantly service sector like the banks, interest rate or cost of transaction may be a considerable factor for patronage but quality of service is another critical factor used to woo customers. Infact, it is the major factor because poor quality service can even erode the goodwill of the organization. Quality is a relative concept and that’s why what one person regards as high standard or fit to the purpose

Topic: “Relationship between Service Quality and Customer Satisfaction: The Case Study of the Olympic Sports Club in Bangkok”

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