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 69450 times Last modified on Monday, 07 December 2015 10:51

55310 comments

  • Comment Link nike air max 1 premium port wine Friday, 20 July 2018 22:33 posted by nike air max 1 premium port wine

    air max black blueblack nike track jacketnike eclipse natural motion women shoe air max speed turf 2014cheap adidas crazy explosive 2017 primeknit black red cheap
    nike air max 1 premium port wine

  • Comment Link adidas adidas forum mid xl shoes grey white black Friday, 20 July 2018 22:33 posted by adidas adidas forum mid xl shoes grey white black

    really cheap jordans for sale size 7get free air jordan shoes jordan shoesair jordan jogging psgair jordan 1 89 green glow
    adidas adidas forum mid xl shoes grey white black

  • Comment Link jordan shoes store in japan Friday, 20 July 2018 22:33 posted by jordan shoes store in japan

    nike air max 90 black green white nike air max 90 classicnike flyknit roshe run white pinkthree quarter view of womens puma fierce copper velvet rope training shoes in copper roseretro 12 blue and white
    jordan shoes store in japan

  • Comment Link tax free weekend 2016 texas Friday, 20 July 2018 22:33 posted by tax free weekend 2016 texas

    game carnell lake womens throwback jersey pittsburgh steelers 37 80th anniversary alternate goldblack nfl71 josh sitton jersey journalnike green bay packers 88 ty montgomery nike green elite jerseyelite jermey parnell mens jersey jacksonville jaguars 78 road white nfl
    tax free weekend 2016 texas

  • Comment Link limited mike nugent youth jersey cincinnati bengals 2 alternate orange nfl Friday, 20 July 2018 22:33 posted by limited mike nugent youth jersey cincinnati bengals 2 alternate orange nfl

    27 alec martinez jersey uk2012 new nfl jerseys minnesota vikings 29 xavier rhodes purple game jerseyswomen nike cleveland browns 80 travis benjamin limited brown team color nfl jersey sale25 limited jimmie ward san francisco 49ers womens jersey nfl home red
    limited mike nugent youth jersey cincinnati bengals 2 alternate orange nfl

  • Comment Link airmax sneekers pics Friday, 20 July 2018 22:33 posted by airmax sneekers pics

    timo wernernike kobe 9 womens green blacknike zoom kobe vii testnew releases jordans 2014
    airmax sneekers pics http://www.servisekipmanlari.club/17/airmax-sneekers-pics

  • Comment Link nike zoom all out yellow sky blue Friday, 20 July 2018 22:33 posted by nike zoom all out yellow sky blue

    26 kyle lohse jersey lnmens north carolina tar heels 23 michael jordan white 2016 college basketball nike jerseymens tennessee volunteers 16 peyton manning orange 2015 ncaa football nike jersey2012 new nfl jerseys san francisco 49ers 52 patrick willis elite grey jerseys
    nike zoom all out yellow sky blue

  • Comment Link russell westbrook shoes Friday, 20 July 2018 22:31 posted by russell westbrook shoes

    I am only commenting to make you understand what a really good discovery my cousin's child encountered studying yuor web blog. She figured out such a lot of issues, with the inclusion of how it is like to possess a very effective helping style to have most people without hassle comprehend certain problematic issues. You really surpassed visitors' expected results. I appreciate you for offering the invaluable, trusted, explanatory and also cool guidance on this topic to Lizeth.

  • Comment Link cheap oakley sunglasses Friday, 20 July 2018 22:18 posted by cheap oakley sunglasses

    Thanks a lot for providing individuals with remarkably terrific opportunity to read critical reviews from this site. It is usually so amazing and packed with a good time for me and my office friends to search your blog at the very least 3 times in 7 days to find out the fresh guidance you have. And of course, we are actually contented concerning the unique creative concepts you serve. Some two areas on this page are honestly the most suitable I've ever had.

  • Comment Link nike air max wright white 10.5 mens nike air max wright sale Friday, 20 July 2018 22:11 posted by nike air max wright white 10.5 mens nike air max wright sale

    2013 air max id on saleblack and grey roshessupreme new york hoodienike kobe 9 mid purple green
    nike air max wright white 10.5 mens nike air max wright sale

Leave a comment

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