Literature Review On Service Quality And Customer Satisfaction Pdf

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literature review on service quality and customer satisfaction pdf

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This paper aims to understand the impact of service quality on corporate image and customer satisfaction. Furthermore, this study also examined the influence of corporate image and customer satisfaction on revisit intention and word of mouth.

A review of customer satisfaction towards service quality of banking sector

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A review of customer satisfaction towards service quality of banking sector

Skip to search form Skip to main content You are currently offline. Some features of the site may not work correctly. DOI: This paper sought to examine the relationship between service quality and customer satisfaction in the utility industry telecom in Ghana The study adapted the SERVQUAL model as the main framework for analyzing service quality. Multiple regression analysis was used to examine the relationships between service quality variables and customer satisfaction.

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.


Just Do It. It is a combination of two words, Service and Quality where we find emphasis on the availability of quality services to the ultimate users. The term quality focuses on standard or specification that a service generating organisation promises.

January The study reveals that all the banks selected differ on the service quality dimensions. M Sabbir Hasan, Md. The results are obtained by qualitative and quantitative method. Bank is a customer oriented services industry.

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.

This research is aimed to explore another dimension of quality service known as Service Quality SERVQUAL which had a significant impact on the customer loyalty of StemTech company in Malaysia in particular, and also the world of customer satisfaction in general. Customer loyalty and customer satisfaction are two integral components that a company must know and understand in ensuring the success of their business.

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