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

Year 2021, Volume: 6 Issue: 1, 76 - 85, 31.05.2021

Oluwatobiloba Solomon Adebayo Mba Okechukwu Joshua

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

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