Service Quality and Customer Satisfaction - Research Paper Example

Comments (1) Cite this document
Service Quality Name Name of Institution Date Abstract In today’s globalized world characterized by very fast pace, open markets and the huge shift of the information technologies, the world has become a small village and anyone can reach anywhere he wants, this in turn created a fierce atmosphere of competition whereas a product differentiation is becoming harder due to imitation and low cost production in emerging economies…
Download full paperFile format: .doc, available for editing
GRAB THE BEST PAPER93.5% of users find it useful
Service Quality and Customer Satisfaction
Read TextPreview

Extract of sample
"Service Quality and Customer Satisfaction"

Download file to see previous pages Customer satisfaction is the outcome felt by those who have experienced a company’s performance that met or exceeded their expectations. Some researchers highlighted the importance of customer satisfaction and do see that customer satisfaction has a positive effect on organization’s profitability. Evidence also shows the positive connection between customer satisfaction, loyalty and retention. Customer loyalty refers to a deeply held commitment to re-buy a preferred product or service in the future despite situational influences and marketing efforts having the potential to cause switching behavior. The aim of this research is to study the impact of service quality on both customer satisfaction and customer loyalty and the overall effect on business and profitability. Chapter One: Introduction 1.1 Problem Statement This research studies the impact of service quality on customer satisfaction which in turn affects the overall business performance and accordingly the overall organizational profits and its market value. 1.2 Importance of the study In today’s dynamic market, competition has become very tough and the product no more became the competitive advantage, in contrast the service quality became the driver of today’s business and what differentiates organizations as today’s customer became more sophisticated and much more knowledgeable with access to global markets and information, accordingly, customer satisfaction became the center of attention and organizations heading more and more towards a customer centered perspective 1.3 Research Questions Does service quality really matter? What kind of competition exists in today’s marketplace? What is customer satisfaction? Can it be measured? Does customer satisfaction lead to customer loyalty? What is the relation between quality of service and customer satisfaction? How can customer satisfaction impact the business performance and company value? Chapter Two: Service quality 2.1 Service Quality in a Nutshell Service quality is a concept that defines the relationship between expectations and performance of a business. It is based on the knowledge that a company with high quality of service will fulfill the needs of the customer while retaining their economic competitiveness (Jean, 2000). Economic rivalry is increased by the improvement in the quality of service. This objective may be attained by comprehending and developing the operational methods, recognizing the problem swiftly and categorically creating an authentic and dependable service delivery measures and assessing the satisfaction of customers and other performance output. In other words, service quality is a term that is applied by a company’s administration to define the success in service. It replicates at every service delivery. Customers draw their anticipations from their previous experiences, adverts and from word of mouth (Anand, 2010). Universally, consumers contrast the service obtained with anticipated whereby in case the former is underachieved compared to the latter the consumers get dissatisfied. 2.2 Is Service Quality that Important? One of the significant parts of the quality management is giving the customer service required. The business has faith in giving ...Download file to see next pagesRead More
Cite this document
  • APA
  • MLA
(“Service Quality and Customer Satisfaction Research Paper”, n.d.)
Retrieved from
(Service Quality and Customer Satisfaction Research Paper)
“Service Quality and Customer Satisfaction Research Paper”, n.d.
  • Cited: 0 times
Comments (1)
Click to create a comment or rate a document
okunevanicholau added comment 7 months ago
Student rated this paper as
The topic of "Service Quality and Customer Satisfaction" was impossible to find. I spent countless hours to find it. Here at StudentShare, I got the finest sample. Many thanks!
Relation between service quality and customer satisfaction
...?Assignment Two There has been a lot of discussion about the relation between service quality and 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. Admittedly, 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...
8 Pages(2000 words)Essay
Relationship between Service Quality and Customer Satisfaction
...Relationship between Service Quality and Customer Satisfaction Statement of the Problem 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 for success of any business firm. This is because it is responsible of repeated purchases. Attracting new customers is not enough for a hotel business to be successful. The management must focus on retaining the existing customers. Additionally, offering good quality services leads to word of mouth recommendation resulting in increased popularity of a business. The quality of services becomes a more important factor in the hospitality sector. There are assumptions... that...
9 Pages(2500 words)Research Paper
Service Quality and Customer Satisfaction in University of East London Academic Libraries in Docland Campus
...?Topic:  Service Quality and Satisfaction in of the internet services in East London Academic Libraries in Docland Campus. Introduction: The study is to evaluate the Service Quality and Customer Satisfaction of the internet services in the University of East London Academic Libraries in Docland Campus. These libraries are located two places: one is Docland and the other in Stratford. The one located in Docland consists of all the modern facilities. Consumer Service is seen as the base for the most successful organisation that retains customer loyalty....
8 Pages(2000 words)Essay
Quality Customer Service to be aware of the fact that the end customer gets the satisfaction that is asked of the entire premise. If this does not take place, customer satisfaction has failed to fulfill its role and there are other avenues that need to be touched upon to reap success under such domains. The reasons for service quality’s importance are discerned as to whether they shall uplift the business in financial terms or provide relief in the wake of bringing in serious sales returns. The second technique is to demonstrate a positive attitude. It is because a positive attitude is the basis of solving half the quandaries that are related with...
4 Pages(1000 words)Research Paper
Measurement of Service Quality in UK Retail Banking Sector and its impact on customer satisfaction and switching behaviour of cu
...? Service quality in UK retail banking sector LITERATURE REVIEW Service quality in retail banking sector Banks lend similar kinds ofservices. However, in terms of service quality, they could provide differences. Service quality deals with the assessment of how well a service that gets delivered to the customer meets the client’s expectations. Service provided to the customer gets assessed with the aim of improving service and ensuring customer satisfaction. There is a strong relationship...
3 Pages(750 words)Literature review
Service Quality & Customer Satisfaction
... result (client satisfaction). The quality service of the Burger King Restaurant is poor except for the part where the staffs are polite and courteous. The environment setting of the restaurant was not accommodative for the university students. They could not obtain a table large enough to cater for them. The downstairs part of the restaurant was poorly lit, the paint was peeling from the walls and the room was cold. There was also a lack of reliability on the service provision. The Burger King restaurant could not be relied on to meet the student’s expectations. Similarly, the staff was not responsive in that they were unwilling to help the customers especially when they wanted to make a complaint. The security of the restaurant... was...
3 Pages(750 words)Essay
Evaluating service quality and customer satisfaction in a telecom company
...?Evaluating Service Quality and Satisfaction Introduction satisfaction is perceived as a basic marketing construct in all kinds of industries in the business field. In the past, it was not considered an important concept because businesses presumed that it was more important to acquire new consumers instead of using valuable capital to try and hold on to the ones that were already present. 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...
6 Pages(1500 words)Literature review
Impact of service quality on customer satisfaction and customer loyalty an application on the banking sector
...? Experience in the Service Economy – a study in the Banking Sector ASBTRACT As the business environment has become competitive, competitiveadvantage has become imperative. Banks have come under heavy pressure to perform as service economy has taken shape where companies compete in service delivery. 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. With the aim to...
40 Pages(10000 words)Dissertation
Today, organisations need no longer concern themselves with service quality, satisfaction and customer loyalty value is now the key to corporate success
...Running head: Marketing “Today, organizations need no longer concern themselves with service quality, satisfaction and loyalty – value is now the key to corporate success” Insert Name Insert Grade Course Insert Tutor’s Name 12 July 2012 Introduction “Today, organisations need no longer concern themselves with service quality, satisfaction and customer loyalty – value is now the key to corporate success.”  I totally agree with this statement because value has become the common denominator for organizational success and today’s organizations ought to ignore the concept of value at their own peril. Incidentally, business...
12 Pages(3000 words)Essay
Manage Quality Customer Service
...List 21 Assessment 1 Introduction The paper deals with the case of a bakery store based in New South Wales where it reflects on problems encountered by the store in the course of delivering services to the target customers that amount to customer dissatisfaction. Competition levels in the region have also increased for the bakery store owing to the incorporation of needed innovation by other competing bakeries operating in and around Sydney. The paper would throw light on formulation of a customer services policy such that the same helps in enhancing the company’s potential in improving customer satisfaction, thereby...
14 Pages(3500 words)Essay
sponsored ads
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.
Let us find you another Research Paper on topic Service Quality and Customer Satisfaction for FREE!
logo footer
Contact us:
Contact Us Now
FREE Mobile Apps:
  • StudentShare App Store
  • StudentShare Google play
  • About StudentShare
  • Testimonials
  • FAQ
  • Blog
  • Free Essays
  • New Essays
  • Essays
  • Miscellaneous
  • The Newest Essay Topics
  • Index samples by all dates
Join us:
Contact Us