The Impact of Service Providers on Ensuring Service Quality and Customer Satisfaction

Abstract

Service quality and customer satisfaction are generally perceived as key influences in the formation of customers' purchase intentions in service environments. Nonetheless, a review of the existing literature suggests that the specific nature of the relationship between these important constructs in the determination of customers' purchase intentions continue to elude marketing scholars (Bitner, 1994 et al). The relationship here is designed to help in the understanding of these relationships by empirically evaluating the nature of the relationship between service quality and consumer satisfaction in the formation of customers' purchase intentions across four unique service industries. The major determinant of customer loyalty is based and it’s depending on how the relationship between the services been provided and offered to the customer is of good quality and if the customer is being satisfied with it, because without a good relationship between these two above mentioned then their won’t be customers loyalty. The major determinant to measure the relationship between quality service and customers satisfaction is the customer’s loyalty. In this study the SERVQUAL made us to realize that the customers loyalty which is the end product of both the service quality and customers satisfaction and which is the major reason a service provider would know that they’re giving out adequate and quality service and due to this they would know the customers loyalty towards the services been provided by the service provider would also mean that the customers are satisfied with whatever services they’re been offered and provided to them.

Keywords

• Service Quality
• Customer Satisfaction
• Customer Loyalty

Kaynakça

1. Akbar, S., Som, A. P. M.., Wadood, F., & Alzaidiyeen, N. J. (2010). Revitalization of service quality to gain customer satisfaction and loyalty. International Journal of Business & Management, 5(6), 113–123.
2. Anderson, E.W., Fornell, C., & Lehmann, D.R. (1994), customer satisfaction, market share and profitability: findings from Sweden, Journal of Marketing, 58(3), 53-66 Barbara R. Lewis (1993) Marketing Intelligence & Planning, MCB University Press, 11(4), 4-12. 0263-4503.
3. Anood, E. H., Hani, A & Zu’bi, F. A (2012) Perceived Service Quality and Customer Satisfaction: An Empirical Investigation of the Rebranded Telecommunication Companies in Jordan. European Journal of Social Sciences, 34(1), 118-137.
4. Barsky, J.D. (1992), “Customer Satisfaction in the Hotel Industry: Meaning and Measurement”. Hospitality Research Journal, Vol.16 (1), pp. 51-73
5. Bateason, M. J. (1991). Encounter satisfaction versus overall satisfaction versus quality: the customer's voice. Service quality: New directions in theory and practice. London:Sage.
6. Bowen, J. and Shoemaker, S. (1998), “Loyalty: a strategic commitment”, Cornell H.R.A. Quarterly, Vol. 2, pp. 12-25.
7. Brodie, R. J., Whittome, J. R. M., and Brush, G. J. (2009), “Investigating the service brand: A customer value perspective”. Journal of Business Research, Vol.62, pp. 345-355. http://dx.doi.org/10.1016/j.jbusres.2008.06.008
8. Butt, MM; de Run, EC. (2010). Private healthcare quality: applying a SERVQUAL model, International J. Health Care Quality Assurance. 23 7. 658-673.

9. Cronholm, S.; Salomonson, N. (2014). Measures that matters: service quality in IT service management, International Journal of Quality and Service Sciences, Vol. 6 Iss: 1, pp.60 – 76.
10. Cronin, J. J., & Taylor, S. A. (1992) Measuring service quality; a re-examination and Extension. The Journal of Marketing, 56, (3), 55-68.
11. Dahiyat, SE; Akroush, MN; Abu-Lail, BN. (2011). “An integrated model of perceived service quality and customer loyalty: an empirical examination of the mediation effects of customer satisfaction and customer trust, Inter. J. Serv. Operations Manage. 9 (4). 453-490.
12. Dayang Nailul Munna Abang Abdullah, and Francine Rozario (2009) "Influence of Service and Product Quality towards Customer Satisfaction: A Case Study at the Staff Cafeteria in the Hotel Industry" International Science Index, Economics and Management Engineering Vol: 3, No: 5, 2009 waset.org/Publication/15478
13. Dedeoğlu, BB; Demirer, H. (2015). Differences in service quality perceptions of stakeholders in the hotel industry, International Journal of Contemporary Hospitality Management”. 27 (1).130 –14.
14. Fornell, E. & Anderson, S. (1996); “Introduction to Tourism and Hospitality Industry”; Tata McGraw-Hill Publishing.
15. Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience.Journal of Marketing, 56(1), 6–21.
16. Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: Nature, purpose, and findings. Journal of Marketing, 60(4), 7–18.
17. Gilbert, D. &Horsnell, S. (1998), “Customer satisfaction measurement practices in United Kingdom hotels”. Journal of Hospitality & Tourism Research, Vol. 22(4), pp. 450-464.
18. Grönroos, A. (2005). Customer Relationship Management and Customer Service”. Lansdowne: Juta and Co. Ltd. hospitality industry: A study of the Divine Fountain Hotels Limited, Lagos, Nigeria. Journal of Hospitality and Management Tourism, 6(1), 1-7.
19. Gundersen, M. G., Heide, M. & Olsson, U. H. (1996), “Hotel Guest satisfaction among Business Travellers: What Are the Important Factors?” The Cornell Hotel and Restaurant Administration Quarterly, 37(2): 72-8.
20. Han, H., Hsu, L. T., & Sheu, C. (2010). Application of the Theory of Planned Behavior to Green Hotel Choice: Testing the Effect of Environmental Friendly Activities. Tourism Management, 31(3), 325–334.
21. Kandampully, J. and Suhartanto, D. (2000), “Customer loyalty in the hotel industry: the role of customer satisfaction and image”. International journal of contemporary hospitality management, Vol. 12(6), pp. 346-351.
22. King, A. (1995). An Introduction to Research Methods and Statistics in Education and Social Sciences”. Savannah Publishers Ltd.
23. King, C.A. (1995). Viewpoint: What is Hospitality? International Journal of hospitality Management, 14(3/4), 219-234.
24. Kotler, P. (1996). Marketing management: analysis, planning, implementation and control. Englewood Cliffs New Jersey: Prentice-Hall Inc.
25. Kotler, Y. (2000). Franchising as a business expansion strategy in bed and breakfast industry.http://journals.sagepub.com>pgf. Retrieved on 5th May, 2018.
26. Lashley, C. M (2000). “HandBook of Research Design and Social Measurement”: (3rd Edition), New York; Longman
27. Little AP (2010). Wowing Customer Service Strategies, Key Success Factors to design and implement service excellence.www.adl.com.
28. Little, AB; Little, DW. (2009)."The home team approach to service quality: linking and leveraging communication between human resources, operations and marketing", Journal of Organizational Culture, Communication and Conflict, 13(2), 57-70.
29. Mohajerani, P. (2013). Customer satisfaction: A structural equation modeling analysis. Australian Journal of Business & Management Research, 3, 1–10.
30. Nigel, R. W (2000). The importance of cross-cultural expectations in the measurement of service quality perceptions in the hotel industry. Inter. J. Hospital. Manage. 16(2): 181-190.
31. Ogungbayi, G. B., Olatidoye, O. P. & Agbebi, P. A. (2019). Assessment of Service Quality on Customer Satisfaction in Selected Hotels in Abeokuta Metropolis, Ogun State, Nigeria. J. Appl. Sci. Environ. Manage, 23(6), 1-9.
32. Oliver, D. B. (1980).Comparing corporate reputations: League tables, quotients, benchmarks, or case studies. Corporate Reputation Review 5, 35-50.
33. Oliver, R. L. (1980), “A cognitive model of the antecedents and consequences of satisfaction decisions”. Journal of Marketing Research. Vol. 17, pp. 460-469.
34. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and its Implications for Future Research. Journal of Marketing, 49 (4), 41–50.
35. Parasuraman, R. N & Zeithaml, T. U. (1985). A Multistage Model of Customers' Assessments of Service Quality and Value, J. Cons. Res. 17. 4: 375-384.
36. Shahin, A. (2006). SERVQUAL and model of service quality gaps: A framework for determining and prioritizing critical factors in delivering quality services. In: Service quality – An introduction. Partha Sarathy V. (Ed.). Andhra Pradesh: ICFAI University Press, 117-131.
37. Shahin, A. (2007). In-Flight Service Quality Dimensions: A Comprehensive Review. International Journal of Excellence in Tourism, Hospitality & Catering, 1(2), 13-27.
38. Srinivas, R. & Padma, C. S. (2013). Impact of Service Quality on Customer Satisfaction in the Hotel Industry. IOSR Journal of Humanities and Social Science (IOSR-JHSS), 18(5), 39-44.
39. Tijani, N., Okunola, G. A. & Orga, D. Y (2014). Service delivery and customers’ satisfaction in some selected hotels in Ikeja areas of Lagos state, 1-17.
40. Trigano, H. (2014). “Marketing services by managing the environment”. Cornel hotel and Restaurant administration Quarterly 23, No1. 35-39.
41. Ueltschy, L., Laroche, M., Eggert, A., & Bindl, U. (2007). Service quality and satisfaction: an international comparison of professional Services perceptions. Journal of Services Marketing, 21/6 410–423.
42. Valarie, Zeithaml, Berry & Parasuraman (1996) the Behavioral Consequences of Service Quality, the Journal of Marketing, 60(2), 31-46.
43. Yi, U. (1990). “Measuring Service Quality a reexamination and Extension, J. Market. 56, 3. 55–68.
44. Zeithaml, V.A. and Bitner, M.J. (1996), “Services marketing”, McGraw-Hill International Editions, New York, NY.