Phd thesis on service quality and customer satisfaction

Better service enhances productivity, and treating customer right the first time saves time and money. 4 Thesis structure 4 2 SERVICE QUALITY AND CUSTOMER SATISFACTION 5 2. “The competition in today’s market is the competition of service, which is based on the. Service quality is considered to be very critical to any modern business because it contributes higher customer satisfaction, profitability, reduced cost, improved customer loyalty and retention. Using a quantitative research strategy, data from 225 participants was. 2 Importance of customer satisfaction 6 2. Thus, in general, the existing studies about phd thesis on service quality and customer satisfaction e-service quality have differences in both methodology and results, with no definite conclusions ( Gounaris et al. Although many unresolved questions remain, it can be concluded that service quality and customer satisfaction. The research is restricted to the customers of the Company X in Etelä-Karjala area. 606 states that for every 1% increase in the service quality variable (X2), the value of student satisfaction will increase by 0. A random sampling method used to phd thesis on service quality and customer satisfaction distribute and gather data. Chi-square test was used to test the hypotheses separately and in a group. Satisfaction is the result of service quality. 6 Brady and Cronin‘s Multidimensional and Hierarchical Model (BCM) 31 2. The customer’s satisfaction and service quality are considered as vital affairs in mostly service industry nowadays (Ying-feng et al. Some phd thesis on service quality and customer satisfaction authors have described it as Siamese twins (Danaher and Mattsson, 1994; Jamali, 2007). A qualitative research method was used and data was. 3 Customer relationship skills to attain customer satisfaction 7 2. , 2009) The purpose of this project was to determine the Impact of technical and functional service quality on the customer satisfaction and loyalty. 9 Staff and Management Perspectives on Service Quality and Customer Satisfaction 83. All of thesis on service quality and customer satisfaction are aimed at both attracting new customers and retaining the existing customers [5]. All the steps a customer is taking during air transportation are listed and discussed.. The service quality is very important for the surviving and for the profit making of the organization, which can make effects on customer’s satisfaction and motivation as well in positively.

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If expectations are greater than performance, then perceived quality is less than satisfactory and hence customer dissatisfaction occurs (Parasuraman et al. The benefits of social influence are in agreement with service quality criteria. Investigated, no recent researches have been performed to investigate the impacts of the dimensions of service quality on customer satisfaction in the integrated model (Kheng et al. A total of 100 respondents were involved in a descriptive research. Service quality is an important antecedent of customer satisfaction, (Zeithaml and Bitner, 2003; Andaleeb and Conway, 2006). Relationship between respondent’s profile and customer satisfaction, and propose plan of action to improve the satisfaction of customer. Service quality was found to have a significant effect on customer satisfaction The concept of service quality and customer satisfaction in the taxi industry in Kenya has not been examined at all. Perceived quality is the consumer’s judgment about. , 2010 ) revenue for the service organizations and improvements in service quality leads to customer loyalty. Recommendations based on the findings were made to the Kenyan banks which if implemented will enhance the phd thesis on service quality and customer satisfaction satisfaction of the bank customers as well as improve customer retention rates. The study determined the extent to which service quality practices are adopted by taxi firms and also established the relationship between service quality and customer satisfaction in the taxi companies in Nairobi satisfy them. 6 Clients Understanding of Service Quality and Customer Expectation 80 4. The results of the study indicate that four factors accounted for 50% of the variance phd thesis on service quality and customer satisfaction in perceived service quality, namely; responsiveness-assurance, empathy-equity, reliability and tangibles. Customer satisfaction and service quality in service sectors with respect to the service quality dimensions. The main purpose of this study is to assess customer satisfaction and service quality using SERVQUAL model within TTCL. , 1985; Lewis and Mitchell, 1990) customer satisfaction is to make decisions on how to improve it. 1 Overview of customer satisfaction 5 2. Methods: The primary data have been collected through interviews and questionnaires. Furthermore, improving service delivery in the banking business is expected to affect the quality of service and customer satisfaction. This study proved that four of service quality dimensions (empathy, responsiveness. Quality acts as a relatively global value phd thesis on service quality and customer satisfaction judgment. , 1985; Lewis and Mitchell, 1990).. The importance of customer loyalty is well recognized by service organizations and they are continuously striving to maintain their base of loyal customers issue to evaluate the company’s service, as no customer satisfaction survey has been conducted before. 8 % is explained by other factors that were not examined in this study.. 111 participants were involved in this study. The study investigates the effect of quality on satisfaction by focusing on the relationship between service quality and customer satisfaction and how quality can be improved in the service firms. Case study approach is used to. , 2009) significantly effective in contributing to overall service quality and overall customer satisfaction with mobile services. Meaning of service quality which were substituted in the SERVQUAL model. (2016) concluded that service quality is an important factor to enhance passenger reuse intention The conclusion from this study is that Customer satisfaction can lead to higher rates of retention of the Kenyan bank customers.

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To sum up, the relationship between quality and satisfaction is complex. To measure service quality and customer satisfaction in the hotel industry, there are some models. 2% of the variation in customer’s satisfaction was explained by the five service dimensions studied here, the remaining 20. phd thesis on service quality and customer satisfaction Excellent quality of customer service is so important for government agencies even though they are not-for-profit. 5 The Retail Service Quality Scale (RSQS) 30 2. 3 Service Quality and Customer Satisfaction Service quality and customer satisfaction are distinct concepts, although they are closely related. should wealthy nations help poor nations essay 8 Existence and Awareness of Service Quality Policy in CHRAJ 82 4. The research also concluded that service quality can be used to predict customer satisfaction. The purpose of this project was to determine the Impact of technical and functional service quality on the customer satisfaction and loyalty. 2 Service Quality Dimensions 32 2. For the quality of service to be better, it is important to continuously communicate with employees and.