Service quality and customer satisfaction (CROSBI ID 152793)
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Podaci o odgovornosti
Pepur, Mario ; Mihanović, Zoran ; Pepur, Sandra
engleski
Service quality and customer satisfaction
Service sector has been in focus of academic community for several decades because of its exponential growth and impact on global economy. Thus, this paper presents theoretical propositions for service quality and customer satisfaction. Former research results and theoretical constructs, referring to definition and dimensions of service quality construct as well as the definition of that fundamental determinant of customer satisfaction construct, are systematically presented. Also, a cause-and-effect relationship between service quality and customer satisfaction and their influence on consumers’ purchase habits have long been analysed throughout former research. A systematic review of former research may be significant for service providers in order to compare, improve and adjust their business to customers’ needs.
service quality; customer satisfaction; disconfirmation paradigm
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