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· Based on this approach, the link between service quality and customer satisfaction has been investigated. The results have indicated that the two constructs are indeed independent but are closely related, implying that an increase in one is likely to lead to an increase in another. Keywords Service quality Customer satisfaction Measurement CitationAuthor: G.S. Sureshchandar, Chandrasekharan Rajendran, R.N. Anantharaman The results indicated that there was a certain relationship between service quality and customer satisfaction based on different cultural background. In addition, service quality had significantly impacts on customer satisfac- tion. Sureshchandar et al. () found that service quality and customer satisfaction were highly related. 3. Methodology purpose of this study is to examine the how tangibility, reliability, responsiveness, assurance and empathy of service which are the independent variables can bring impact on the dependent variables; customer satisfaction towards the service blogger.com chapter presents the overview of current literature in the frame of the presented
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The results indicated that there was a certain relationship between service quality and customer satisfaction based on different cultural background. In addition, service quality had significantly impacts on customer satisfac- tion. Sureshchandar et al. () found that service quality and customer satisfaction were highly related. 3. Methodology From Mattson's () point of view service quality is “a creation of value for the customer”. According to Edvardsson’s () definition, quality is “satisfies needs and meets expectations, those of the customers, employees and owners”. Models of Service Quality Relationship between Satisfaction and Service Quality Service quality is the key to measure user satisfaction (Pitt et. al., ). Few scholarly studies, to date, have been undertaken to identify quality dimensions and detailed aspects of services and their relationships with customer satisfaction (Zeithaml et. al., ; Yang & Fang)
The results indicated that there was a certain relationship between service quality and customer satisfaction based on different cultural background. In addition, service quality had significantly impacts on customer satisfac- tion. Sureshchandar et al. () found that service quality and customer satisfaction were highly related. 3. Methodology Customer satisfaction is a key factor of success for any business, and it is essential for building long-term customer relationships (Patterson et al. ). It can be defined as when the customers’ expectation of the service provided matches their perception of the actual service received (Sasser et al. ; Groonroos ) Relationship between Satisfaction and Service Quality Service quality is the key to measure user satisfaction (Pitt et. al., ). Few scholarly studies, to date, have been undertaken to identify quality dimensions and detailed aspects of services and their relationships with customer satisfaction (Zeithaml et. al., ; Yang & Fang)
· Based on this approach, the link between service quality and customer satisfaction has been investigated. The results have indicated that the two constructs are indeed independent but are closely related, implying that an increase in one is likely to lead to an increase in another. Keywords Service quality Customer satisfaction Measurement CitationAuthor: G.S. Sureshchandar, Chandrasekharan Rajendran, R.N. Anantharaman From Mattson's () point of view service quality is “a creation of value for the customer”. According to Edvardsson’s () definition, quality is “satisfies needs and meets expectations, those of the customers, employees and owners”. Models of Service Quality Customer satisfaction is a key factor of success for any business, and it is essential for building long-term customer relationships (Patterson et al. ). It can be defined as when the customers’ expectation of the service provided matches their perception of the actual service received (Sasser et al. ; Groonroos )
Customer satisfaction is a key factor of success for any business, and it is essential for building long-term customer relationships (Patterson et al. ). It can be defined as when the customers’ expectation of the service provided matches their perception of the actual service received (Sasser et al. ; Groonroos ) Relationship between Satisfaction and Service Quality Service quality is the key to measure user satisfaction (Pitt et. al., ). Few scholarly studies, to date, have been undertaken to identify quality dimensions and detailed aspects of services and their relationships with customer satisfaction (Zeithaml et. al., ; Yang & Fang) From Mattson's () point of view service quality is “a creation of value for the customer”. According to Edvardsson’s () definition, quality is “satisfies needs and meets expectations, those of the customers, employees and owners”. Models of Service Quality
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