Service Quality and Customer Satisfaction

  • Posted on:  Monday, 07 December 2015 00:00

Customer satisfaction is increasingly being viewed as an important indicator of corporate competitiveness, since it has a positive link with customer loyalty and profitability (Lien 2008, p.522). An enhanced understanding of the satisfaction formation process can allow organizations to improve their customer satisfaction and loyalty more effectively. In tandem with this direction, many researches have been devoted to identifying the determinants of customer satisfaction. Of all the factors that have been identified as antecedents of customer satisfaction, service quality has received significant attention.


Service quality and customer satisfaction have been recognized as playing a crucial role for success and survival in today's competitive market. In order to protect or gain market shares, organizations need to outperform competitors by offering high quality products or services to ensure satisfaction of customers.

But what exactly is service quality? For Shahin (2006, p.3), service quality is the extent to which a service meets customers’ needs or expectations. Similarly, Shahin & Janatyan (2011, p.100) assert that service quality can be defined as the difference between customer expectations of service and perceived service. Service quality can therefore be defined as the difference between customer expectations of service and perceived service. Due to intense competition and the hostility of environmental factors, service quality has become a major marketing strategy for organisations and is now considered as an important tool for enabling an organisation to differentiate itself from its competitors. Service quality is not only assessed as the end result but also on how it is delivered during the service process and its ultimate effect on consumers’ perceptions. Service quality has a strong correlation with customer satisfaction, financial performance, customer retention, customer loyalty, as well as the success of marketing strategy. By means of service quality an organisation can reach a higher level of customer satisfaction, and can maintain constant competitive advantage.

What is customer satisfaction, one may as well ask? According to Kotler and Armstrong, cited in Karim and Chowdhury (2014, p.3), customer satisfaction is a person’s feelings of pleasure or disappointment resulting from the comparison of a product’s perceived performance in reference to expectations. As Naik, Gantasala and Prabakar (2010, p.234) point out, satisfying customers is one of the main objectives of every organization since keeping current customers is more profitable than having to win new ones to replace those lost. Customer satisfaction results ultimately in trust, price tolerance and customer loyalty (Angelovah & Zekiri, 2011, p.28). Building customer relationship is, therefore, the backbone for all organizations in general, and companies in the service industries in particular. The starting point in developing quality in services is analysis and measurement, hence the need for the development of appropriate instruments for measuring service quality and customer satisfaction as well as for conducting rigorous service quality and customer satisfaction surveys. Cognizant of this imperative, Impact Supply Chain Group offers its valued customers robust service quality and customer satisfaction surveys as well as comprehensive and through training to equip and empower them to conduct such surveys own their own.

Read 69421 times Last modified on Monday, 07 December 2015 10:51


  • Comment Link Cheap Jerseys Friday, 20 July 2018 19:04 posted by Cheap Jerseys

    None of the failures seem likely to deter Pagano from staying aggressive.
    Cheap Jerseys

  • Comment Link China Jerseys Friday, 20 July 2018 19:04 posted by China Jerseys

    Poor [url=]Cheap NFL Jerseys China[/url] blocking on the offensive line is the biggest reason for Philadelphia's dismal run game. New guards Allen Barbre and Andrew Gardner are struggling.
    China Jerseys

  • Comment Link Cheap NFL Jerseys China Friday, 20 July 2018 19:04 posted by Cheap NFL Jerseys China

    "That's one of the emphases we try to place on every week when we're [url=]Cheap Adidas Hockey Jerseys[/url] breaking down a team, what they like to do on third down," defensive coordinator Kacy Rodgers said. "That's really the way to try to disrupt the offense, if you don't let them get a rhythm and get going."
    Cheap NFL Jerseys China

  • Comment Link JuJu Smith-Schuster USC Jersey Friday, 20 July 2018 19:04 posted by JuJu Smith-Schuster USC Jersey

    "I may have still ended up at the same point that I am right now," Romo said. [url=]Cheap Jerseys Wholesale[/url] "But I've also analyzed a few things I may not have with the technique of throwing in some capacity because I had just a lot of time to study it and then some, so that helps."
    JuJu Smith-Schuster USC Jersey

  • Comment Link nhl jerseys Friday, 20 July 2018 18:55 posted by nhl jerseys

    I wanted to create you that little bit of observation so as to say thanks a lot as before relating to the amazing suggestions you have discussed in this case. This is really tremendously generous of you in giving extensively just what many individuals could possibly have offered as an ebook to help make some profit for themselves, notably considering that you might have done it in case you considered necessary. The good tips as well worked to provide a easy way to comprehend other individuals have the identical dream similar to my very own to find out very much more pertaining to this matter. I know there are thousands of more fun occasions ahead for people who read carefully your site.

  • Comment Link Wholesale NFL Jerseys China Friday, 20 July 2018 18:47 posted by Wholesale NFL Jerseys China

    In other news, Johnson said he was [url=]Wholesale Jerseys[/url] nearly 100 percent after missing nearly all of last season with a torn Achilles tendon. Johnson has been taking part in [url=]Cheap NHL Adidas Jerseys[/url] full workouts for a while, but said that he won't know for sure where he's at until teams can begin on-field work.
    Wholesale NFL Jerseys China

  • Comment Link NFL Jerseys From China Friday, 20 July 2018 18:47 posted by NFL Jerseys From China

    One concern the Bills had was Enemkpali's status was already uncertain because the NFL could still [url=]Cheap Jerseys[/url] discipline him [url=]NFL Jerseys China[/url] for punching Smith.
    NFL Jerseys From China

  • Comment Link Wholesale Jerseys Cheap Friday, 20 July 2018 18:47 posted by Wholesale Jerseys Cheap

    Dalton wasn't the only one sitting out. Andrew Luck missed the game, too. So did Pro Bowl receivers A.J. Green, T.Y. Hilton and Andre Johnson as well as running backs Frank Gore, Jeremy Hill and [url=]Cheap NHL Adidas Jerseys[/url] Giovani Bernard. Colts outside linebacker Robert Mathis, the 2013 NFL sacks champ, also was out, too, even though he was activated from the physically unable to perform list Aug. 25.
    Wholesale Jerseys Cheap

  • Comment Link Wholesale Jerseys USA Friday, 20 July 2018 18:47 posted by Wholesale Jerseys USA

    When healthy, Lacy has received the majority of carries since he arrived in Green Bay in 2013. But the third-year back left the [url=]CHeap NFL Jerseys China[/url] 27-17 win over Seattle in Week 2 after spraining his right ankle, a type of injury that has also bothered [url=]Jerseys NFL Wholesale[/url] Lacy in his previous two seasons.
    Wholesale Jerseys USA

  • Comment Link kd 10 Friday, 20 July 2018 18:43 posted by kd 10

    I precisely needed to say thanks once more. I do not know what I would have tried in the absence of those methods shared by you relating to such area of interest. This has been an absolute traumatic crisis for me, but taking note of your well-written approach you processed it made me to jump with fulfillment. I will be thankful for the assistance and even wish you recognize what a great job your are doing educating many people via your web site. I am certain you haven't got to know any of us.

Leave a comment

Make sure you enter the (*) required information where indicated. HTML code is not allowed.