THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION

Abstract

Organizations to increase the number of their customers, their loyalty, revenue, profit and market share and subsequently increased survival, attempt to assess customer in their business. Customer is a physical concept that is due personal comparison from understanding of product performance with the experience obtained of the performance. Service quality and customer are conceptually closely. In management of service quality, is defined as emotional behavior after purchase. Customer moderates impact of service quality on behavioral intentions of customers. Quality of service is an important element in determining the success of an enterprise service. Factor satisfaction depends on the service provider's ability to meet the norms and expectations of customers.