Literature Review On Quality Customer Service. Customer.
Quality and customer service have been identified as. measure the service quality and customer satisfaction level of high end women’s parlors in Dhaka. The specific objectives are (a) to assess the importance of different attributes that the. Literature Review The worldwide trend toward service quality was initiat-.
CHAPTER 2 LITERATURE REVIEW 2.1.1 Customer satisfaction Customer Satisfaction is a term used by the companies that the products or services offered meet or surpass the expectation of their customers. Greenwell describes customer satisfaction as the post purchase, judgment, connected with the purchase decision and tends to return again back for the purchase (2002).
The Distinction between Service Quality and Customer Satisfaction A review of the emerging literature suggests that there appears to be relative consensus among marketing researchers that service quality and customer satisfaction are separate constructs which is unique and share a close relationship (Cronin and Taylor, 1992; Oliver.
Customer Satisfaction and Loyalty: A Literature Review in the Perspective of Customer Relationship Management. customer loyalty and satisfaction is the main aim of the collaborating CRM by improvement of customer service quality. J. Appl. Bus. Fin. Res. 1(1) 06-13, 2012 9.
Impact of Service Quality on Customer Satisfaction and Customer Loyalty 334 2.2 Customer Satisfaction Satisfaction is a feeling that surfaces from an evaluation process, i.e. when the consumer of a good or service compares what is received against what is expected from the utilization of that good or service (Kotler et al., 2009).
Service quality is an important topic in the marketing literature, since perceptions for service quality are directly related to customer satisfaction and customer retention (1). The need for delivering qualitative services to sport spectators’ area can be achieved, by focusing on the spectators’ needs and paying attention to the quality and operation of well-organized sport facilities (47).
The growth of literature in the field of quality of service in the public transport (PT) sector shows increasing concern for a better understanding of the factors affecting service quality (SQ) in PT organizations and companies.