The Impact of Service Quality on Customer Satisfaction

 Service Quality - a measuring term where it can decide how a company can deliver its services to meet the customer's expectations. Customer satisfaction(the measurement where customers get fulfilled with an organization's service and products) depends on meeting the customer's expectations of service quality. 


Customer satisfaction and service quality are conversely related, meaning if the service quality increases, customer expectations also increase and vice versa. The research has proved that service quality has a remarkable effect on customer satisfaction and delight, whereas it doesn’t have much of an effect on customer loyalty. 


Now, you can question whether meeting the customer's expectations is important. 

What will be the profit if we meet customer satisfaction? How can we meet our customers' calculations? What factors need to consider to meet the customer's presumption?


 Let's discuss these queries in detail now.


What will be the profit if we meet customer satisfaction?


  • Customer happiness is the main key work to service providers to gain trust and maintain long productivity.

  • Let's make them believe in our high-quality services to enhance our sales. 

  • We can retain marketing for a long time.

  • High-quality professionals or employees prefer to show their interest in providing effective services.

  • We can get a recurring business by making the customers buy our services repeatedly with efficient services, etc.


How can we meet our customers' calculations? 


  • By understanding the customers' exact needs and finding the answers to their problems, we can satisfy them with our services, just like a bridge that helps cross the river with its strong connection from end to end.

  • Another way to delight them is to get customer feedback to know the problem and improve on it. 

  • Respecting the customers in all situations without giving up patience maintains a good relationship.  

  • Quick answers to calls and queries, honesty towards the work, and offering a friendly environment to the customers with high-quality services make them trust us for the future.   


These tips make the organization or the company live long with good, quality customers with great satisfaction.


Now let’s move forward to the dimensions or factors needed to influence customer satisfaction by providing good services.    


  1. Reliability - This ability is to perform service without fail, within a specific period, with lots of effort to meet the customer's needs. From placing an order to delivering the accurate and adequate performance of the organization on customer demand is needed.


2. Empathy -  Being empathetic is also important, meaning making the customers happy regardless of their mistakes and showing concern to make it right. If the customer believes in a company, then the customer will truly care and be loyal to the respective company.


3. Tangibility - This factor directly connects to the customers through a sense of physical and mental touch. A company should be able to deliver service tangibly to the customer's demand or expectations.


4. Responsiveness -  Quick response is a major quality of good service. Understanding the problems or issues of the customer and responding within good time or getting feedback from the customer and working on it to improve the quality will value the customer's time as well as the name of the service.


5. Assurance -  This is the ability to gain the trust or belief of the customers by assuring the service quality of the company or organization. Regular conversations can improve customer service quality assurance. 


Finally, we can conclude that customer satisfaction directly depends on service quality.

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