ScholarLens Back to search
2013•Unpublished venueRequires access

THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION

Shahram Gilaninia, Mohmmad Taleghani, Mohammad Reza Khorshidi Talemi

Open publisher page 40 citations

Abstract

Organizations to increase the number of their customers, their loyalty, revenue, profit and market share and subsequently increased survival, attempt to assess customer in their business. Customer is a physical concept that is due personal comparison from understanding of product performance with the experience obtained of the performance. Service quality and customer are conceptually closely. In management of service quality, is defined as emotional behavior after purchase. Customer moderates impact of service quality on behavioral intentions of customers. Quality of service is an important element in determining the success of an enterprise service. Factor satisfaction depends on the service provider's ability to meet the norms and expectations of customers.

About this research paper

What this paper is about

Organizations to increase the number of their customers, their loyalty, revenue, profit and market share and subsequently increased survival, attempt to assess customer in their business. Customer is a physical concept that is due personal comparison from understanding of product performance with the experience obtained of the performance. Service quality and customer are conceptually closely. In management of service quality, is defined as emotional behavior after purchase. Customer moderates impact of service quality on behavioral intentions of customers. Quality of service is an important element in determining the success of an enterprise service. Factor satisfaction depends on the service provider's ability to meet the norms and expectations of customers.

Why it matters

OpenAlex reports 40 citations for this work. Citation counts describe recorded attention and do not establish research quality.

Key contribution

A contribution statement is not available in the OpenAlex record.

Method / approach

Method details are not available in the OpenAlex metadata.

Main findings

Findings are not separately available in the OpenAlex metadata.

Limitations

Limitations are not available in the OpenAlex metadata.

Applications

Application details are not available in the OpenAlex metadata.

Available abstract

Organizations to increase the number of their customers, their loyalty, revenue, profit and market share and subsequently increased survival, attempt to assess customer in their business. Customer is a physical concept that is due personal comparison from understanding of product performance with the experience obtained of the performance. Service quality and customer are conceptually closely. In management of service quality, is defined as emotional behavior after purchase. Customer moderates impact of service quality on behavioral intentions of customers. Quality of service is an important element in determining the success of an enterprise service. Factor satisfaction depends on the service provider's ability to meet the norms and expectations of customers.

Key concepts: Business, Marketing, Service quality, Customer retention, Customer advocacy, Loyalty business model, Customer delight, Customer satisfaction

Related papers

Related paper 1Related paper 2Related paper 3
Back to paper searchBrowse research topicsOriginal source
THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION — Research Paper | ScholarLens