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 69449 times Last modified on Monday, 07 December 2015 10:51


  • Comment Link adidas stan smith primeknit Friday, 20 July 2018 21:38 posted by adidas stan smith primeknit

    nike lebron ambassador 9 grey blacknike kyrie 1 teal radian emerald metallic red bronzewomens nike blazer pink greyadidas neo high red white
    adidas stan smith primeknit

  • Comment Link adidas outlet Friday, 20 July 2018 21:35 posted by adidas outlet

    Thank you a lot for giving everyone an exceptionally marvellous possiblity to read critical reviews from this website. It's always very sweet and as well , jam-packed with a great time for me and my office friends to visit your web site a minimum of thrice per week to read through the latest things you will have. And lastly, I'm so at all times motivated considering the amazing secrets served by you. Certain two tips in this article are clearly the most impressive we've ever had.

  • Comment Link textile nike air ultra 2018 noir fuchsia rose femme baskets Friday, 20 July 2018 21:31 posted by textile nike air ultra 2018 noir fuchsia rose femme baskets

    nike zoom kobe iii sl la lakers mvp penike air max le collectionwomen mlb angels 44 reggie jackson red alternate womens stitched mlb jerseymets 17 keith hernandez blue alternate womens stitched mlb jersey
    textile nike air ultra 2018 noir fuchsia rose femme baskets

  • Comment Link nfl jerseys Friday, 20 July 2018 21:31 posted by nfl jerseys

    I am glad for commenting to make you be aware of of the exceptional discovery our child gained visiting your webblog. She picked up plenty of issues, with the inclusion of what it's like to have an awesome teaching nature to let other folks clearly understand a variety of problematic subject areas. You actually exceeded our own desires. Thank you for giving those informative, trustworthy, informative and also cool tips on the topic to Janet.

  • Comment Link Wholesale Jerseys USA Friday, 20 July 2018 21:23 posted by Wholesale Jerseys USA

    He's second on the team in receptions [url=]Cheap Jerseys[/url] (12) [url=]cheap nfl jerseys china[/url] and yards receiving (206) and has three touchdowns, including two in Carolina's 37-23 win over the Tampa Bay Buccaneers in Week 4.
    Wholesale Jerseys USA

  • Comment Link Cheap Jerseys China Friday, 20 July 2018 21:23 posted by Cheap Jerseys China

    The team did not release details of [url=]China Jerseys NFL Wholesale[/url] the deal, but a person familiar with [url=]Cheap NHL Jerseys[/url] the negotiations told The Associated Press earlier Monday that Quinn agreed to a five-year contract.
    Cheap Jerseys China

  • Comment Link Cheap NFL Jerseys Friday, 20 July 2018 21:23 posted by Cheap NFL Jerseys

    In December, he earned his college [url=]Cheap NFL Jerseys Wholesale[/url] degree from Oregon. Add a virtually spotless background check and it appears [url=]Wholesale Jerseys[/url] Mariota is the right fit as a franchise quarterback.
    Cheap NFL Jerseys

  • Comment Link balenciaga sneakers Friday, 20 July 2018 21:22 posted by balenciaga sneakers

    Thanks so much for giving everyone an extraordinarily pleasant possiblity to check tips from here. It really is very useful and also packed with a good time for me personally and my office fellow workers to visit your site at minimum three times in a week to learn the latest guides you have got. And lastly, I'm just actually impressed considering the beautiful guidelines you serve. Selected 2 facts in this article are surely the finest we've ever had.

  • Comment Link yeezy Friday, 20 July 2018 21:13 posted by yeezy

    I would like to express some thanks to you just for rescuing me from such a situation. Because of looking through the the web and getting notions which were not pleasant, I believed my entire life was done. Living minus the solutions to the issues you've fixed through this review is a crucial case, as well as ones which could have badly affected my career if I hadn't noticed the blog. Your mastery and kindness in taking care of a lot of stuff was crucial. I'm not sure what I would've done if I hadn't come across such a thing like this. I can also now look forward to my future. Thank you so much for the reliable and sensible help. I will not hesitate to propose the sites to any person who would like assistance about this problem.

  • Comment Link jerseys nfl wholesale Friday, 20 July 2018 21:12 posted by jerseys nfl wholesale

    Kromer was placed on leave two days later. Ryan said there was no update on the team's joint investigation with the NFL to determine what happened.
    jerseys nfl wholesale

Leave a comment

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