The Relationship between Service Quality and Customer.
Keywords: service quality, customer satisfaction, customer loyalty I. Introduction Patient loyalty is built by patient experiences to the hospital depending on the level of experiences they have whether bad or good. Loyalty is a final stage of customer behavior. If customers are loyal, they will not.
Bitner and Hubbert (1994) defined service quality as a general attitude before the service, and when we measure perceived quality, there is a difference between what the customers expect and what they received, so according to Oliver (1997,p.188) customer satisfaction and service quality are not equivalent because they have different operating levels.
Customer satisfaction is an output and if the business results in better output. It will also result in organization’s customer orientation. One of the example of implementation or impact of total quality management on customer satisfaction is e-service which is very much used by the government of many countries, named as e-government.
II Abstract Introduction: Understanding customer satisfaction is a central objective of organiza- tions. Besides, satisfaction is an indicator of how customers perceive the quality of an offered product or service. Relating to the literature, the customer satisfaction of interna-.
SERVICE QUALITY AND CUSTOMER SATISFACTION: ANTECEDENTS OF CUSTOMER’S RE-PATRONAGE INTENTIONS YAP SHEAU FEN a KEW MEI LIAN KDU College ABSTRACT This study was designed to examine the relationship between service quality, customer satisfaction and customer’s re-patronage intentions in the context of the restaurant industry.
Three Dimensional Modelling of Customer Satisfaction, Retention and Loyalty for Measuring Quality of Service A thesis submitted for the degree of Doctor of Philosophy by By Vahid Pezeshki School of Engineering and Design, Brunel University March 2009.
E-service quality and customer satisfaction. Indeed, Parasuraman, Zeithaml, and Berry (1988) also conclude in a study that the relationship between quality of service and customer satisfaction is very sturdy and durable (Parasuraman et al., 1988). To check this relationship, Jain modifies it in an.