Purchase Solution

Service Quality and Customer Satisfaction

Not what you're looking for?

Ask Custom Question

How are customer satisfaction and service quality related? Is one more important to the other? Explain.

Purchase this Solution
Solution Summary

This solution discusses how customer satisfaction and service quality are positively related with each other and discusses which is more important to the other.

Solution Preview

Customer Satisfaction and Service Quality

Customer satisfaction and service quality are related with each other positively as the better service quality causes an increase in the ability of the firms to meet the needs and expectations of the customers and it causes an increase in their satisfaction. If the service quality of the firm is not up-to-the standards then it may cause a decline in customer satisfaction as ...

Purchase this Solution
Free BrainMass Quizzes
Basics of corporate finance

These questions will test you on your knowledge of finance.

Business Processes

This quiz is intended to help business students better understand business processes, including those related to manufacturing and marketing. The questions focus on terms used to describe business processes and marketing activities.

SWOT

This quiz will test your understanding of the SWOT analysis, including terms, concepts, uses, advantages, and process.

Production and cost theory

Understanding production and cost phenomena will permit firms to make wise decisions concerning output volume.

Lean your Process

This quiz will help you understand the basic concepts of Lean.

View More Free Quizzes
Related BrainMass Solutions

  • Customer Satisfaction and Service Quality

    602963 Customer Satisfaction and Service Quality 1. Customer satisfaction and service quality are intertwined; however, experts have not been able to completely explain the relationship between the two.

  • Value of quality in relationship to customer satisfaction wi

    Customer driven quality: Quality is judged by customers. Thus, quality must take into account all product and service features and characteristics that contribute value to customers and lead to customer satisfaction, preference, and retention.

  • Measuring Quality in a Service Industry

    Quality of Service is conceived by the customer. Quality = Customer satisfaction = Value/Cost This definition of quality implies a close relationship between the service and the consumers.

  • Literature Review & Proposal

    In the hospitality sector, an integrative model is presented that link service quality, customer value, and customer satisfaction (Oh, H. 1999).

  • Measuring quality and customer satisfaction

    119654 Measuring quality and customer satisfaction Explain some Examples of the tools and techniques used to measure quality customer satisfaction within an organization like Riordan Manufacturing.

  • Strategic quality management and customer satisfaction

    If this is a credit card service, some tools to measure quality and customer satisfaction may include surveys, direct statistics about retention and usage and customer feedback.

  • alarming increase in customer service complaints

    The employee incharge of customer service division will be the key in terms of improving the overall customer service quality and ultimately, customer service index ratings.

  • poor service

    Even after repeated requests, the company fails to send someone to polish the furnitures sold by the company, thus resulting in poor service and low customer satisfaction.

  • Quality and competitive advantage, customers, suppliers

    Quality of a product or service is directly link to customer satisfaction and creates a distinct brand image of the product or service in the eyes of the consumers, thereby granting the product/service a signficant competitive advantage over its customers

View More Related Solutions