A Conceptual Study on the Relationship between Service Quality towards Customer Satisfaction: Servqual and Gronroos’s Service Quality Model Perspective

Abstract

The purpose of this conceptual paper is to study the effect of service quality towards customer's satisfaction under the perspective of SERVQUAL and Gronroos service quality model. The proposed model focuses on the relationship between functional quality, technical quality, internal, external influences mediated by corporate image and service quality towards customer's satisfaction. The model also tries to build the relationship between perceived prices by the customers on customer's satisfaction when service quality plays a mediating role. Suggestions for managers are given on implementing the core concepts from the model.

Satisfaction Evaluation of Perceived Performance Service Delivery Quality Dimensions in Malaysian Private Higher Education Institutions

“…Further to the consumer"s experience, Grönroos (2007) conceived that customers look for two service quality dimensions to evaluate: (1) technical quality, which is what has been delivered by the service provider or what the customer actually obtained, and (2) functional quality, which is the manner in which the services are delivered. Both dimensions affect the image of the service provider and this is also confirmed by Rahman et al, (2012) and Akhtar (2011). In these context it is essential to take into account technical and functional quality with its interrelationship outcome on service provider"s image.…”

“…The institution"s image as a dimension is an important institutional factor in student determination for his or her higher education selection (Ganesh et al, 2017;Hasan et al, 2008;Rahman et al, 2012;Wei, 2011).…”

Perfil socio-demográfico de los cuidadores de los pacientes geriátricos hospitalizados mayores de 75 años y su relación con la satisfacción

“…Aunque existen estudios que evalúan las 5 dimensiones de SERVQUAL [23][24][25][26] , ninguno de ellos analiza significación estadística con estas variables.…”

MALAYSIAN CAFÉ CULTURE: THE RELATIONSHIP BETWEEN CUSTOMER EXPERIENCE AND CUSTOMER SATISFACTION TOWARDS CONTEMPORARY Cafés

“…The most widely accepted customer satisfaction concept is the expectancy disconfirmation theory proposed that satisfaction level is an outcome of the gap between expected and perceived performance (Rahman, Khan & Haque, 2012). The earlier studies defined customer satisfaction as the customer's fulfillment response based on the evaluation of services or products, which provides a pleasurable level of consumption-related satisfaction (Alalak Ghaleb, 2012).…”

“…However, some researchers claimed that customer satisfaction is not merely developed from the service and product itself. Conversely, customer satisfaction is defined as the result of an evaluation process that differences repurchase expectations with perceptions of performance during and after the consumption experience (Rahman, Khan & Haque, 2012). By emphasizing the importance of customer satisfaction, many researchers have identified several determinants of satisfaction such as customer needs, emotions as well as service and product features (Rahman, Khan & Haque, 2012).…”