Lecture 10: Customer satisfaction and service quality

MKT561 Services Marketing

[@bereketabegaz7774]

your research presentation clearly and simple way ever body understand . continue . free down lode open .

[@angelicamataga2254]

is customer satisfaction a reliable measure of quality

[@OrganizationalEngineering]

In my experience, the answer is not necessarily. For one, the definition of quality is highly variable by industry, product type, customer needs and time. That said, would you mind sharing more about why you are asking this question?

[@dontump2286]

Customer satisfaction depends on customer expectation. A customer may be perfectly satisfied to stay at the low quality roach motel if they were expecting to cheat on their spouse and not get caught. A customer may also have low levels of satisfaction after recieving high quality service. Depending on the situation, satisfaction and quality are seperate measures of service.

[@dontump2286]

Look up the 5 dimensions of service quality. Different customers expect different things and customer satisfaction is a direct result of their expectation and their expectation depends on what dimensions they value.

[@StevenDAlessandro]

Satisfaction is something that occurs at one point in time. Service Quality is considered a more lasting judgement.

[@Styles_xx]

Is service quality a necessity or an option ?

[@OrganizationalEngineering]

That depends on what your goal is. If you just want to make money in the short-term, you can cut corners on customer service. That will come back to bite you in the long-term though and if you believe that business should be about more than money and that our goal should be to make the world a better place, good customer service is absolutely necessary.

[@542pixie1]

@@OrganizationalEngineering hey if i do “How service quality impacts customer satisfaction” for my thesis how am I going to measure it? I’m so confused 😭

[@542pixie1]

@@OrganizationalEngineering im a bit confused how to go on abt it

[@StevenDAlessandro]

A necessity, but expectations differ.