Relation between service quality and customer satisfaction - Essay Example

Only on StudentShare

Extract of sample
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


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
Save Your Time for More Important Things
Let us write or edit the essay on your topic
"Relation between service quality and customer satisfaction"
with a personal 20% discount.
Grab the best paper

Related Essays

Econ 6000
The ability to maximize one’s profit is key. One theory is that this success might have to do with the fact that, according to Png and Lehman (2007), “[t]he profit-maximizing scale of operation is where marginal revenue equals marginal cost” (pp. 203).
3 pages (750 words) Assignment
The visit to the Art Museum in Seattle
For this report, I’ve chosen an Egyptian work that is related to death/funerary rites, namely, The Relief of Montuemhet and his wife Shepenmut, ca. 665 B.C. This pigment on limestone exhibit was originally excavated from tomb 34 and its dimension is 13 9/16 x 10 7/16 inches.
3 pages (750 words) Research Paper
These questions have been responded to in a certain chronological order as follow. Frequencies encoding gradients, as well as phase encoding gradients areboth essential part of the spatially encoded data. It is, thus, true that using the induced differences in the frequency and the phase of precession, makes the data amenable for analysis by the Fourier transform.
4 pages (1000 words) Essay
College Essays
Although all these issues can be a huge problem for the average college student, writing essays for lecturers can be one of the hardest tasks in college academic life. Very few students actually understand what their professors are looking for in an academic paper.
3 pages (750 words) Essay
Three information technology topics
Marketing increases demand for information technology products and services. 1. Ideas Change (Turkle). Sherry Turkle’s position change. Sherry Turkle currently insists that robots and technology are made to serve the needs of the people, not the people serving the needs of the computers stating, “We deserve better.
7 pages (1750 words) Essay
Mother and Teenager Daughter Fight Constantly
For a high percentage of adolescents (37% in the younger group and 62% in the older), grandparents are adults to whom life problems and secrets can be entrusted. Such conversations seem to be gratifying and helpful for the adolescents and lend additional significance to their relationships with grandparents.
2 pages (500 words) Essay
Leadership and Communication
For leaders to effectively communicate their ideas, they should consider the generation they are in. Some people believe that the way leaders communicate depends on their generation or age.Some people believe that the way leaders communicate depends on their generation or age.
2 pages (500 words) Essay
Natural, Herbal, and Vitamin Supplements
The truth is that, while some supplements are genuine, others are hazardous with very little effectiveness. Moreover, others are branded as natural while in the real sense; they contain synthetic chemicals
6 pages (1500 words) Research Paper
Find out how much would it cost
to get a custom paper written by a pro under your requirements!
Win a special DISCOUNT!
Put in your e-mail and click the button with your lucky finger
Your email