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Service Quality And Customer Satisfaction Literature Review Pdf

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The purpose of this paper is to describe the results of a study to examine the perception of academic staff on the quality of academic library services. It also attempts to assess the impact of library services on their work and their perceived level of satisfaction towards university library services. The study was carried out using a survey methodology.

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Customer Satisfaction and Service Quality in the Marketing Practice: Study on Literature Review

To browse Academia. Skip to main content. By using our site, you agree to our collection of information through the use of cookies. To learn more, view our Privacy Policy. Log In Sign Up. Download Free PDF. Malekalketab K Download PDF. A short summary of this paper. The major purpose of present review article is to review some selective studies of which have been conducted by scholars on the relationship among service quality, customer satisfaction and customer loyalty in different service industries in different countries.

In order to achieve this, various valid studies from to will be searched and reviewed in details by authors of this article. Then, SOR theory will also be explained. Findings of this scientific review article indicate information about each reviewed study and what can be found there and how can help.

It is noteworthy to mention that this article will be really beneficial for those academics and individuals who would like to start a research on this research era which is considerable relationship among service quality, customer satisfaction, and customer loyalty. Keywords: Service quality, customer satisfaction, customer loyalty, service industry, SOR theory Corresponding Author: Seyedhossein Nikou email: hnseyed3 live.

Introduction In a competitive era, all business entities are looking for a way to gain a competitive advantage and dominate the market or even survive them.

Therefore, it can be stated that customer service in service industry is everything. By reviewing literature, it can be asserted that since study by Parasuraman, Zeithaml et al. Besides, the results of study by Gotlieb, Grewal et al.

To sum up, authors of this article can deduce that role of service quality on satisfying consumers and their loyalty to the service industries is unavoidable. In the present scientific review article, firstly; selective studies from to will be reviewed. Secondly, SOR theory will be stated. Thirdly, sources of data in order to achieve a sufficient bibliography for completion of this review article will be explained.

Finally, article will be finalized by conclusion part and stating conclusion and comparison of findings of reviewed studies and then, stating originality and value of present scientific review article. Literature Review 2. Therefore, in this section, authors of this article have a logical plan to select studies of which have been conducted in service industry such as automobile industry, hospitality industry and etc.

Boulding, Kalra et al. The purpose of this investigation by Boulding, Kalra et al. The model developed by Boulding, Kalra et al. Secondly, development of a method for estimating the model one-time survey data. Thirdly, re-estimating the model using such data collected in a field study. Empirical findings from testing the model developed by Boulding, Kalra et al. The research aimed to investigate antecedents and consequences of customer satisfaction.

Anderson and Sullivan developed a model to link explicitly the antecedents and consequences of satisfaction in a utility-oriented framework. They estimated and tested the model against alternative hypotheses from the satisfaction literature. In the process, a unique database was analyzed: a nationally representative survey of 22, customers of a variety of major products and services in Sweden in — Several well- known experimental findings of satisfaction research were tested in a field setting of national scope.

Surprisingly, expectations did not directly affect satisfaction, as was often suggested in the satisfaction literature. In addition, Anderson and Sullivan found out quality which falls short of expectations had a greater impact on satisfaction and repurchase intentions than quality which exceeds expectations.

Moreover, Anderson and Sullivan found out that disconfirmation was more likely to occur when quality was easy to evaluate. Finally, in terms of systematic variation across firms, Anderson and Sullivan found out the elasticity of repurchase intentions with respect to satisfaction to be lower for firms that provide high satisfaction. This implies a long-run reputation effect insulating firms which consistently provide high satisfaction. Anderson and Sullivan Gotlieb, Grewal et al.

In , virtually no theoretical framework had been explicitly developed to help integrating perceived quality models with satisfaction models.

Gotlieb, Grewal et al. The study compared the ability of two models to help explain the relationship among these variables.

The results of the study suggested that the focal and contextual dimensions of disconfirmation of expectations affect perceived quality enroute to their influence on behavioral intentions. Additionally, the results supported that perceived quality affects satisfaction and behavioral intentions are affected by satisfaction. However, a review of the existing literature suggests that the specific nature of the relationship between these important constructs in the determination of consumers' purchase intentions continues to elude marketing scholars Bitner, Hubbert et al.

The study was designed to aid in the understanding of these relationships by empirically assessing the nature of the relationship between service quality and consumer satisfaction in the formation of consumers' purchase intentions across four unique service industries.

Bei and Chiao conducted a study in Taiwan in order to examine the direct effect of perceived product quality and perceived fairness price on customer loyalty. Furthermore, the scholars examined the effects of perceived product quality, perceived service quality and perceived fairness price on customer loyalty through customer satisfaction. The research problem in this study is referred to customer loyalty in Taiwanese automobile companies which are three major auto firms Mitsubishi, Nissan and Toyota.

Bei and Chiao took quantitative approach and survey was conducted on customers in 15 repair centers of three major auto firms Mitsubishi, Nissan and Toyota. The finding of the study indicated that perceived service quality mainly affects customer loyalty through customer satisfaction.

The purpose of their study was to show the relationship between dimensions of tourism service quality and customer loyalty in the Jordanian Five stars hotels. Questionnaire design was based on the five dimensions of service quality including tangibility, reliability, responsiveness, assurance, and empathy with 23 items of SERVQUAL model Parasuraman, Berry et al.

The questionnaire of loyalty with seven items was adopted from Zeithaml, Berry et al. The measurement grades of scale were based on five point Likert scale. They distributed their questionnaires among the tourists who stayed in three Marriot hotel located in three cities during the summer of , for three months, in Jordan Al-Rousan and Mohamed In order to analyze the data, SPSS version Furthermore, the findings of the study indicated that tangibility was the most remarkable factor in predicting the evaluation of tourism service quality which followed by empathy, reliability, and responsiveness respectively Al- Rousan and Mohamed Gupta and Srivastava conducted a study in India in order to propose a method for evaluating hotel service quality in India especially case of Taj Lake Palace hotel which is located in Udaipur, India.

The ACSI model contains drivers of satisfaction on the left side customer expectations, perceived quality, and perceived value , satisfaction ACSI in the center, and outcomes of satisfaction on the right side customer complaints and customer loyalty, including customer retention and price tolerance. Authors took quantitative approach and distributed questionnaires among guests of Taj Lake Palace hotel which is located in Udaipur, India. From questionnaires, of them were returned. Gupta and Srivastava utilized SPSS software and conducted reliability tests for variables, descriptive statistics for demographic part.

Then, used series of mathematic methods such as Analytic Hierarchy Process AHP to value the weights of variables, coefficient analysis and discriminant analysis were applied in the analysis of survey data. The results of testing HSQ-CS model in the Taj Lake Palace hotel that is a five- star hotel which can be regarded as luxury hotel represented that: 1 Service quality of reception hall was most important for customer satisfaction compared with those of guestroom and restaurant.

The study by Gupta and Srivastava was an practical method for hotel managers in order to maximize and improve hotel service quality. The purpose of this study was to find a well-argued answer to the main research question: To what extent does service quality influence on customer loyalty? Also, this study sought to know whether the relationship between service quality and customer loyalty can be mediated by customer satisfaction.

To present an answer to the main research question, service quality and customer loyalty are operationalized within the Dutch business-to-business automotive industry. This research used five dimensions to measure service quality: tangibles, empathy, reliability, assurance and responsiveness Parasuraman, Zeithaml et al.

Data analysis was run through SPSS software by running correlation and regression analysis. The results of the study indicated that there is a direct and positive relationship between service quality and customer loyalty. Moreover, the results of mediating test suggest that there is a relative small mediation effect of customer satisfaction.

However, the Sobel test, which calculates the significance of this mediation effect, shows that the small mediation effect is not significant. The study concluded that customer satisfaction has no added value in the relationship between service quality and customer loyalty. The research model in the study by Li and Jarinto consisted of service quality, customer satisfaction, customer loyalty, and brand image. Li and Jarinto formulated hypotheses of their study in relation with research model and relevant literature which support consistency amongst variables.

In order to test hypotheses and achieving research objectives, qualitative data collection was applied via face-to-face interviews with 10 to 15 customers at one of the target hotels. It is notable to mention that interview took 30 to 45 minutes per person. For the case of quantitative methodology, Li and Jarinto distributed questionnaires in total and complete copies were returned.

In order to achieve the results and testing hypotheses, SEM technique which is a powerful method for data processing was utilized by Li and Jarinto The findings indicated that: Firstly, service quality has a positive effect on customer satisfaction, customer loyalty and negative impact on brand image. Secondly, customer satisfaction has positive effects on customer loyalty and brand image.

Thirdly, customer loyalty has a positive effect on brand image. The research problem in the study by Haq is referred to customer loyalty in automobile industry in Pakistan. Authors in the study took quantitative approach involving distribution of questionnaires among respondents. It is notable that a number of respondents filled the questionnaires.

The average respondent was 35 years of age, and had 14 years of schooling. Out of total respondents, Individual clients, 24 Institutional clients, 46 big clients, 36 Medium clients and only 7 Small clients participated in the study.

Firstly, the results indicated that customer expectation positively and directly influences on perceived quality, perceived value and customer satisfaction. Secondly, Perceived quality has an insignificant effect on customer satisfaction. Thirdly, Customer trust has a negative impact on customer loyalty. Fourthly, Customer education has a positive impact on customer loyalty and customer satisfaction.

And finally the customer satisfaction has a direct and strong relation with customer loyalty. More satisfied customers are more loyal to the firm Haq

This paper access the impact of service quality tangibility, reliability, responsiveness, assurance, empathy and customer satisfaction on customer loyalty to the services of one of the Nigerian telecommunication giant, MTN. The paper starts with an overview of general telecommunication sector in, students from three public tertiary institutions in Gombe state of Nigeria were purposively chosen for the study. The study recommends that mobile telecom communication companies should put more efforts enhancing the variables that have positive effects on customer loyalty as that will give the companies more competitive advantage Nigeria. Subsequently, the variables under study service quality, customer satisfaction and customer loyalty were also highlighted. The service quality variably was considered as multi- dimensional variable comprising of five dimensions, namely; tangibility, reliability, responsiveness, assurance and empathy. To examine the relationships among the variablesthrough customer retention.

Skip to search form Skip to main content You are currently offline. Some features of the site may not work correctly. DOI: Suy and L. Both public and private parts have given considerable keenness with respect to the perfect customer satisfaction in the current decades. Customer satisfaction has been a renowned point in advertising practice and educational research since Cardozo's a basic examination of customer effort, expectations and satisfaction.


satisfaction and service quality. 2. Literature Review. Service Quality. Service quality is merely a disposition shaped by long haul general.


Skip to search form Skip to main content You are currently offline. Some features of the site may not work correctly. DOI:

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