We use cookies to create the best experience for you. Keep on browsing if you are OK with that, or find out how to manage cookies.

Relationship between Service Quality and Customer Satisfaction - Research Paper Example

Comments (1) Cite this document
This study aims at examining the relationship between customer satisfaction and the quality of services by making use of Taj hotels. The paper analyzes if customer satisfaction can make a customer return to a hotel or recommend a guest to use the hotel…
Download full paperFile format: .doc, available for editing
Polish This Essay91% of users find it useful
Relationship between Service Quality and Customer Satisfaction
Read TextPreview

Extract of sample
"Relationship between Service Quality and Customer Satisfaction"

Download file to see previous pages Additionally, offering good quality services leads to word of mouth recommendation resulting in the increased popularity of a business. The quality of services becomes a more important factor in the hospitality sector. There are assumptions that customer satisfaction is the most reliable indicator of the quality of services. However, there are disagreements on whether hotels should focus on measuring the service quality or the customer satisfaction when determining the areas to improve on.  Background Literature Related to the Problem There are different perspectives regarding the relationship between quality of services and customer satisfaction. Some people argue that satisfaction is a precursor of the quality of services. Others claim that service quality results in customer satisfaction. Different methods have been used to examine how service quality relates to customer satisfaction. ...
The level of satisfaction towards a service or good is determined by the perceptions of the consumers or customers. Moreover, satisfaction is crucial in the hotel business since it determines the capability of a hotel to attract new clients or retain the existing ones. Some hotels such as Taj have created ways of getting feedback from their clients to enable them to measure the customer satisfaction towards certain services. This is crucial since the hotels are able to identify areas that require improvement and work on them. Improved service delivery results in the improvement of the overall image of the hotel. Additionally, the quality of services in a hotel can be measured through determining the perception of the customers towards the tangibles such as food. Most customers will determine the quality of a product by considering the price. This enables them to determine if a product is worth a given price or not. According to Nagadevara (2008), the hospitality industry greatly relies on word of mouth communication in getting new customers as well as retaining the existing ones. If a customer’s checks into a hotel and is satisfied by the services offered, they are likely to share the experience with their friends who might visit the hotel to enjoy a similar experience. On the other hand, a non-satisfied customer is also likely to share the experience with friends, which will result in the development of distaste towards the hotel. One factor behind the success of Taj hotels is the customer satisfaction. There are different factors contributing to customer satisfaction. One such factor is the beautiful architecture of the hotels that have made them be considered iconic. ...Download file to see next pagesRead More
Cite this document
  • APA
  • MLA
(“Relationship between Service Quality and Customer Satisfaction Research Paper”, n.d.)
Relationship between Service Quality and Customer Satisfaction Research Paper. Retrieved from https://studentshare.org/business/1402386-relationship-between-service-quality-and-customer
(Relationship Between Service Quality and Customer Satisfaction Research Paper)
Relationship Between Service Quality and Customer Satisfaction Research Paper. https://studentshare.org/business/1402386-relationship-between-service-quality-and-customer.
“Relationship Between Service Quality and Customer Satisfaction Research Paper”, n.d. https://studentshare.org/business/1402386-relationship-between-service-quality-and-customer.
  • Cited: 0 times
Comments (1)
Click to create a comment or rate a document
boganlaila added comment 3 months ago
Student rated this paper as
Wonderful paper! Used it to finish an assignment for a business course. It was easy as ABC, for the first time in my life.
Relation between service quality and customer satisfaction
From the following research it can be comprehended that a look into literature proves that while service quality is something measurable and comparable, customer satisfaction is a more complex one which is influenced by perceptions of satisfaction and customer expectations along with quality.
8 Pages(2000 words)Essay
Service Quality and Customer Satisfaction
The magic key in today’s market became Service Quality; this concept is widely spreading and became highly weighted customer priority. Maintaining high service quality is a competitive edge for any firm; companies now are very much concerned with that concept investing and focusing on the service quality to maintain the differentiation and survive in the new global world.
10 Pages(2500 words)Research Paper
Examining switching costs as a moderator in the relationship between service personalization, customer satisfaction and customer
The technologies have caused a dramatic revolution in virtually every aspect of daily routine; it presents the civilization of Human being. Now-a-day the internet has become a part of everyday life, the power of the Internet in global trade relationships is growing day by day.
12 Pages(3000 words)Essay
Examining switching costs as a moderator in the relationship between service personalization, customer satisfaction and customer
Researchers acknowledged the importance of the concept and implications of customer loyalty in marketing (Reichheld and Schefter 2000). Customer loyalty benefits organizations and consumers. Customers are motivated to invest their commitment to organizations and products that are value-added and are of superior quality, compared with the competitors’ offerings (Reichheld 1996).
48 Pages(12000 words)Essay
Determinants of Customer Satisfaction in the Hotel Industry: the Relationship between Customer Satisfaction and Different Catego
INTRODUCTION In the recent years research relating to customer satisfaction in the service industries has increased dramatically (Peterson and Wilson, 1992). This has been accredited due to an increase in the growth of service industries (Danaher and Haddrell, 1995).
7 Pages(1750 words)Dissertation
Service Quality & Customer Satisfaction

The author states that to regulate service delivery, supervisors tend to enforce procedures and rules on the staff to restrict their discretion and autonomy. These similar procedures and rules are envisioned to restrict the magnitude of service delivered for the client and the subsequent absence of customization.

3 Pages(750 words)Essay
Evaluating service quality and customer satisfaction in a telecom company
Since then, companies have began to appreciate the importance of catering to the needs of consumers; particularly those who appear to be satisfied with the services they receive as first time customers. Customer satisfaction is particularly important for service producing firms as the service becomes the actual products that is being marketed to the client(s).
6 Pages(1500 words)Literature review
Impact of service quality on customer satisfaction and customer loyalty an application on the banking sector
Reforms in the banking sector have also blurred the lines between banks and non-banks, thereby increasing pressure on banks to perform. Customer experience now defines service quality and poor service quality can push customers to switch service providers.
40 Pages(10000 words)Dissertation
Conway Inn - Conway, Tx
Moreover, the hotel also provides rooms for the travelers with every facility ranging from free wifi to television and a small refrigerator in the rooms. The hotel’s management takes proper quality measures to ensure smooth working of all
3 Pages(750 words)Research Proposal
International Resort and Spa ManagementAnalysis of the relationship between Customer Satisfaction and Customer Loyalty based on the Service-Profit Chain
As such, successful managers have directed attention towards the various factors that define profitability within the new paradigm
10 Pages(2500 words)Essay
Let us find you another Research Paper on topic Relationship between Service Quality and Customer Satisfaction for FREE!
Contact us:
Contact Us Now
FREE Mobile Apps:
  • About StudentShare
  • Testimonials
  • FAQ
  • Blog
  • Free Essays
  • New Essays
  • Essays
  • The Newest Essay Topics
  • Index samples by all dates
Join us:
Contact Us