Articles On Service Quality And Customer Satisfaction Pdf

articles on service quality and customer satisfaction pdf

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Published: 12.05.2021

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The purpose of the present study was to describe the relationships among service quality, customer trust and customer religious commitment on customer satisfaction and loyalty of Islamic banks in East Java. A predetermined number of samples were taken by the use of a simple random sampling technique. Results indicated that service quality and customer trust of Islamic banks jointly had significant effects on customer satisfaction. Religious commitment had no direct and indirect effect on customer satisfaction and customer loyalty. Al-Iqtishad : Jurnal Ilmu Ekonomi Syariah has been indexed by the following service click the link for the further information :. Journals Login Register.

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Shopping in India has undergone a revolution with the introduction of modern formats, multiple channels and huge shifts in consumer buying behavior. Modern retailing has entered into India as is observed in the form of sprawling shopping centers, multi-storied malls and the huge complexes that offer shopping, entertainment and food all under one roof. Several studies have shown that customer satisfaction in retailing depends to a large extent on the perceived quality of service offered by the retailer. Managing perceived service quality means that the firm has to match the expected service and perceived service to each other so that consumer satisfaction is achieved. The paper also looks at the various service quality models and tries to assess their relative importance in successfully measuring service quality. International Review of Management and Marketing. Open Journal Systems.


PDF | The present paper, taking Chang Jung Christian University (CJCU) Library as books and papers are collected and gathered; (2) those books and papers the theories of “service quality” and “customer satisfaction”.


Service quality, customer satisfaction and customer value have become the priority of both manufacturers and service provider in the increasingly intensified competition for customers in today's customer-centered era. However, findings regarding service quality, customer satisfaction and customer value are rather divergent and related studies are fragmented, especially for the complicated interrelationships among them. Thus, less is known about the relative impacts of quality-related factors on customer value and customer satisfaction up to now and the moderating role of customer value in the relationship between service quality and customer satisfaction has been neglected. Further, it is very difficult to find related studies, supported by evidence, that focus on service quality, customer satisfaction and customer value, and their influences on customer behavior intentions in the telecommunication industry.

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