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An Analysis into the Correlation between Service Quality and Customer Satisfaction. A Study of Currys (2013)

Correlation between Service Quality and Customer Satisfaction – In this final year dissertation, the author strives to identify the relationship between service quality and customer satisfaction. The role of service quality (SERVQUAL) of the organisation in order to enhance client satisfaction has been discussed in detail. The service quality aspect of the business is very important because it has a great impact on the overall profitability of the business because effective services of the organisations results in client satisfaction which leads to greater profitability of the firm.

This is one of the reasons that business leadership of majority of the organisations are focusing in order to enhance the service quality and ensure that the services offered by the organisations are meeting the client expectations. It helps to achieve client retention and the organisation can also ensure client loyalty for a longer period of time. In order to conduct this research, the investigator has used both primary and secondary data collection methods.

The primary data or firsthand information was collected through the questionnaire survey and interview method. In order to collect secondary data for this research, the investigator has consulted different books, academic journals and articles written on the topic of service quality and client satisfaction. The research outcomes show that there is a positive link between service quality and client satisfaction. The service quality of the firm is one of the most effective methods of achieving high level of customer satisfaction. The research findings reflect that high quality of customer services not only helpful in achieving client satisfaction but it will also positively influence the other business outcomes. The organisations can improve their profit margins by enhancing the effectiveness of their service quality (SERVQUAL). The research objectives are;

  • To identify the link between service quality and customer satisfaction
  • To evaluate the impact of high service quality on the bottom line of the company
  • To assess the importance of customer satisfaction for the organizations operating in the era of intense competition
  • 15,000 words – 52 pages in length
  • Excellent use of literature
  • Good analysis of subject area
  • Well written throughout
  • Ideal for business management students

1: Introduction
Background to Study
Research Aims and Objectives
Research Problem and Questions
Rationale for Topic

2: Literature Review
Background and Review of Service Quality
Definition of Service Quality
Dimensions of Service Quality
SERVQUAL
Five critical aspects of service quality
The Customer Loyalty Importance
Customer Satisfaction
Definition of Customer Satisfaction
Determinants of customer satisfaction
Customer satisfaction is multi-faceted
Five Factors of Customer Satisfaction
Satisfaction Formation
Background of Service Quality and Satisfaction
Service Quality and Satisfaction
The dynamics of expectations

3: Research Methodology
Research Approach
Research Process
Data Collection Methods
Questionnaire Survey
Interview
Ethical Issues in Research
Limitations of the Research

4: Research Findings and Analysis
Analysis of Survey
Analysis of Interview

5: Final Conclusion
Conclusion
Recommendations

Appendix Section
Questionnaire

Service Quality and Customer Satisfaction Dissertation
Service Quality and Customer Satisfaction Dissertation

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