Relation between service quality and customer satisfaction - Essay Example

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Relation between service quality and customer satisfaction

The researcher states that a look into the related literature proves that both quality and satisfaction are often used interchangeably as if both are the same construct. However, a closer look reveals that both are different concepts which are very similar to each other. According to many researchers, customer satisfaction is a function of discrepancy between a customer’s previous expectations and the customer’s perceptions regarding the new purchase. In simple words, if the customer feels that the service is better than what is expected, there is customer satisfaction. Now, a look into the concept of service quality proves that it is defined as the comparative function between customer expectations and actual service rendered. Thus, one reaches the notion that while customer satisfaction is a more specific, short-term evaluation that is influenced by actual service quality and customer expectations, actual service quality is more general and long term evaluation. In simple words, service quality is just one important factor that can ensure customer satisfaction. Here, one point becomes evident; customer expectation is an important factor that can influence customer satisfaction. Now, a look into the related literature proves that customer expectation is the product of a number of factors. These factors range from word of mouth communications from other customers, personal needs of customers, past experiences, and external communications from service providers including the price-quality relationship. ...Show more

Summary

This discussion is about the relation between service quality and customer satisfaction. While many researchers are of the belief that customer satisfaction is very similar to service quality, some others are of the opinion that both are two different concepts…
Author : fwaelchi
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