Extract of sample "The Impact of Service Quality on Customer Satisfaction"
Research indicates that companies with an excellent customer service record reported a 72% increase in profit per employee, compared to similar organizations that have demonstrated poor customer service; it is also five times costlier to attract new customers than to retain existing customers (Duncan, ).Estimated Reading Time: 12 mins References () Abstract Purpose This paper aims to review hospitality and tourism research on customer satisfaction (CS), service quality (SQ) and customer value (CV) published in Estimated Reading Time: 7 mins this research that customer service has impact on service quality perception and customer satisfaction. In this research, the SERVQUAL instrument developed by Parasuraman (), has been applied in designing the questionnaire by using five dimensions of service quality: tangibility, reliability, responsiveness, assurance, and empathy
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5 IRJC International Journal of Marketing, Financial Services & Management Research Vol.1 Issue 10, October , ISSN TABLE – 02 DESCRIPTIVE STATISTICS FOR CUSTOMER SATISFACTION Details of variable Mean Std. Deviation Service facilities and accessories Customer value Customer loyalty Download Citation | The Effect of Service Quality and Price on Customer Satisfaction of PT. Alam Jaya Wira Sentosa Padang Sidimpuan | Marketing is · This paper also discusses famous SERVQUAL model, and explains other various service quality and customer satisfaction models in tourism industry. The model focuses on the relationship between functional quality, technical quality, and image. This conceptual paper proposes application of the dimensional model in the tourism department and
Introduction
satisfaction will affect company and product as well, because happier customer with price and quality mea ns more products and more profit. Due telecom service providers should focus on maintaining and enhancing the quality of services to gain customer satisfaction. 3. Literature Review Service Quality: Quality has gotten a noticeable attention from academic researchers in the recent decades. In spite of the significance of · – The purpose of this paper was to determine whether luxury hotel managers and customers have the same understanding of service quality and satisfaction and whether there is a disparity between services offered by luxury hotels and the way customers actually experience them., – This paper used interviews with managers and guests of 5-Star hotels in
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satisfaction will affect company and product as well, because happier customer with price and quality mea ns more products and more profit. Due · Critical Analysis. Service quality has been described by several scholars as the meeting of customer expectations. Oh and Kim (, p) state that some customers are only interested in the basic features of a service, without much concern about the extra features European Journal of Research in Social Sciences Vol. 5 No. 1, ISSN Progressive Academic Publishing, UK Page 29 blogger.com SERVICE QUALITY AND CUSTOMER SATISFACTION: A COMPARATIVE STUDY OF THE GHANAIAN PUBLIC
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this research that customer service has impact on service quality perception and customer satisfaction. In this research, the SERVQUAL instrument developed by Parasuraman (), has been applied in designing the questionnaire by using five dimensions of service quality: tangibility, reliability, responsiveness, assurance, and empathy · Critical Analysis. Service quality has been described by several scholars as the meeting of customer expectations. Oh and Kim (, p) state that some customers are only interested in the basic features of a service, without much concern about the extra features In this regard, Parasuraman, et al., () proposed ten dimensions to determine service quality that related to characterizes of the service: reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding (knowing) the
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