Service Quality for Customers’ Satisfaction: A Literature Review
DOI:
https://doi.org/10.59573/emsj.7(1).2023.24Ключевые слова:
Service Quality, Customer Satisfaction, Service Delivery, Quality ManagementАннотация
Service quality is a very important component in any business-related activity. This is especially so, to marketer a customer’s evaluation of service quality and the resulting level of satisfaction are perceived to affect bottom line measures of business success (Lacobucci et al., 1994). Customer expectations are beliefs about a service that serve as standards against which service performance is judged (Zrithaml et al., 1993); which customer thinks a service provider should offer, rather than on what might be on offer (Parasuram et al., 1988).
Библиографические ссылки
Anderson, R. E. (1973). Consumer satisfaction: the effect of disconfirmed expectancy on perceived product performance. Journal of Marketing Research, 10, 38–44.
Andres, T. D. (1991). Human Resource Management in the Philippine Settings. Quezon City: New Day Publishers.
Antonacopoulou, E. P. (2000). Employee development through self-development in three retail banks. Journal of Personal Review, 29(4), 491-508.
Beardwell, I., & Holden, L. (2001). Human Resource Management: A Contemporary Approach (3rd ed.), UK: Pearson Education Limited.
Bowin, R. B. & Harvey, D. (2001). Human Resources Management. New Jersey: Prentice Hall.
Casio, W. F. (1988). Managing Human Resource (5th ed.). New York: McGraw Hill International Editions.
Champathes, M. R. (2006). Coaching for performance improvement: The Coach Model. Development and Learning in Organizations, 20(2), 17-18.
Churchill Jr, G. A., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of marketing research, 19(4), 491-504.
Corpus, C. R. (2014). Human Resources Management (3rd ed.). Manila: Rex Book Store, Inc.
Crous, M. (2001). Quality Service Delivery through Customer Satisfaction. South Africa. Cape Town: Oxford University Press.
Frie, F. X. (April 2008). The Four Things a Service Business Must Get Right. Cleveland, Commerce Banking.
Lapitan, R. P. (March 2000). Impact of Employee Development Programs on Performance of NPC-MRC Employees.
Miller J. (1977). Studying Satisfaction: Modifying Models, Eliciting Expectations, Posing Problems, and Making Meaningful Measurements. In H. Keith Hunt (Ed.), The Conceptualization of Consumer Satisfaction and Dissatisfaction. Cambridge, Mass.: Marketing Science Institute.
Mindanao State University Handbook (2000). Mindanao State University Main Campus, Marawi City.
Munusamy, J., Chelliah, S. & Mun, H. W. (October 2010). Service Quality Delivery and Its Impact on Customer Satisfaction in the Banking Sector in Malaysia. University Sains, Malaysia.
Porter, L. W., & Lawler, E. E. (1968). Managerial Attitudes and Performance. Homewood, IL: Dorsey Press and Richard D. Irwin.
Schwab, D. P. & Cummings, L. L. (1959). Theories of Performance and Satisfaction: A Review. New York, University of Wisconsin, New American Library.
Sumner, D. A. (2008). A Measurement of Student Satisfaction Levels as a Means of Program Evaluation. An Examination of Baker University’s Educational Leadership Doctoral Program. University of Kansas, Graduate Department and Faculty of the School of Education of Baker University.
Thorndike, E. L. (1913). An Investigation into the Determinants of Customer Satisfaction. Journal of Marketing Research, 19, 491-504.
Vroom, V. H. (1964). Work and motivation. San Francisco, CA: Jossey-Bass.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research.
Загрузки
Опубликован
Выпуск
Раздел
Лицензия
Это произведение доступно по лицензии Creative Commons «Attribution» («Атрибуция») 4.0 Всемирная.
Terms and conditions of Creative Commons Attribution 4.0 International License apply to all published manuscripts. This Journal is licensed under a Creative Commons Attribution 4.0 International License. This licence allows authors to use all articles, data sets, graphics and appendices in data mining applications, search engines, web sites, blogs and other platforms by providing appropriate reference. The journal allows the author(s) to hold the copyright without restrictions and will retain publishing rights without restrictions.
A competing interest exists when professional judgment concerning the validity of research is influenced by a secondary interest, such as financial gain. We require that our authors reveal all possible conflicts of interest in their submitted manuscripts.
The Editor reserves the right to shorten and adjust texts. Significant changes in the text will be agreed with the Authors.
ISSN 
