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.
Nobody downloaded yet

Relation between service quality and customer satisfaction - Essay Example

Comments (0)
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…
Download full paper

Extract of sample
Relation between service quality and customer satisfaction

Download file to see previous pages... 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.   Now, it becomes necessary to elaborate each of these points in detail. First of all, it is common for all customers to develop some expectations about the service to be received based on the word of mouth feedback from ones friends and acquaintances. Another point is the influence of ones personal needs. For example, one customer might visit a sports centre as a way to socialise while another one may visit in order to keep oneself fit. Another point of consideration is the fact that some customers develop their own expectations based on their prior experiences in similar situations. That means, the customers are likely to weigh the service against the service they received in the past in order to decide whether the service is satisfactory.   Another important area of consideration is the influence of external communications on customer expectations. External communication means the accuracy of information that comes out through promotion regarding the quality of service. Once the promotional materials provide high expectations and fail to provide the same quality service in practice, there will be customer dissatisfaction. Thus, it becomes evident that the promotional materials should only contain factual, objective information that can be useful for the customers in making informed choices. In other words, the expectations of the customers that are developed through promotion should meet the actual quality of service.   Now, a look into the work by Iacobucci et al (1995) proves that both customer satisfaction and service quality are very similar to each other because of the similarities in their antecedents. For example, according to the scholars, the antecedents of service quality are price, back-stage, and expertise. Similarly, the factors that lead to customer satisfaction are timeliness, service recovery, and physical environment (ibid). Now, a closer look reveals a factor that is rather interesting. All the antecedents of ...Download file to see next pagesRead More
Comments (0)
Click to create a comment
Relationship between Service Quality and Customer Satisfaction
Most hospitality products are intangible and can only be experienced. However, there are other tangible products such as food and physical comfort. Customer satisfaction is essential to the success of any business firm. This is because it is responsible for repeated purchases.
9 Pages(2500 words)Research Paper
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
It was also to draw a relation to find if how workers of a company see service satisfaction is different from how customers see service satisfaction. Based on the achievement this broader objective, I was also seeking to find out how customer satisfaction leads to customer loyalty, how customer loyalty leads to customer retention and how customer retention leads to growth of company.
9 Pages(2250 words)Essay
Service Recovery and Customer Satisfaction
Services provided or facilitated by a marketer are intangible activities or benefits such as financial advice, entertainment etc in exchange for money or some thing else valuable. Technology, innovation, facilities and entertainment are some of the common elements in the market that deliver some specific experiences to the customers and this explains why some experts (Kerin, Hartley and Berkowitz, 2005, p.
8 Pages(2000 words)Essay
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
Customer Satisfaction
Total Quality Management deals with the product in its totality. It has been well recognized that Quality is determined by the combined efforts of various departments like Design, Engineering, Purchase, Production, Inspection etc. Total Quality Management is an across the company, management function which co-ordinates and controls various quality activities in order to produce a quality output.
27 Pages(6750 words)Essay
Title: Determinants of Customer Satisfaction in the Hotel Industry: the relationship between customer satisfaction and 3, 4 star hotels
The concepts of customer appeal and customer satisfaction are broad and will require specification; For example, how is satisfaction measured and/or scaled? Which criteria are applied and how does it vary with individual
12 Pages(3000 words)Essay
Service sector expectation and experience of service quality, branding and loyalty in a customer perspective
This paper purports: • To recognise the background, strategies and culture of service sector organisations • To examine the importance of customer satisfaction and customer relationship in the present market scenario • To determine the importance of service quality in relation to customer satisfaction • To analyse the significance of branding in relation to customer satisfaction
6 Pages(1500 words)Essay
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
Customer satisfaction
One of the most outstanding changes in business operation has been significant increase in customer awareness. Companies such as Apple, Inc. are increasingly acknowledging the importance
8 Pages(2000 words)Essay
Let us find you another Essay on topic Relation 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