The Relationship Between Customer Satisfaction and Service Quality

Author: Muhammad Jamilu Jega, Adeadebayo Abdulkabir Shuaib, Adeniyi Sarafadeen Diran, Murtadho M. Alao

Abstract

It is often known that the growth of purchase intentions is significantly influenced by customer satisfaction and service quality. The concepts are essential for companies to keep customers and gain a long-term competitive advantage. Numerous scholarly research has demonstrated the critical relationship between these two elements, which also influences consumer loyalty and brand equity. This study will shed light on the nature of service quality by undertaking an empirical review of its effects on customer satisfaction and perceptions. This research will examine and assess the issue using the SERVQUAL model as well as other measuring techniques. To examine the many antecedent causes and subsequent results, a variety of techniques are used. The conceptual framework and the five dimensions—assurance, tangibles, responsiveness, dependability, and empathy—will serve as the foundation for the main conclusions. The survey claims that clients are dissatisfied with incompetent service providers, unpredictable schedules, and low costs. The study's findings will be closely scrutinized and supported by statistical data. Furthermore, further research must be considered in order to get further data that the limitations of this study prevented.