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Chapter 2

The document reviews literature related to customer satisfaction and service quality. It discusses several key aspects: customer satisfaction is determined by how happy customers are with a company's products, services, and capabilities; service quality can be divided into interaction quality, physical environment quality, and outcome quality; customer loyalty develops from satisfied usage and positive attitudes towards a business; and providing high-quality service is important for increasing customer happiness and ensuring company survival. Customer satisfaction and service quality are two fundamental opportunities that can help businesses improve performance and preserve consumer loyalty.

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44 views

Chapter 2

The document reviews literature related to customer satisfaction and service quality. It discusses several key aspects: customer satisfaction is determined by how happy customers are with a company's products, services, and capabilities; service quality can be divided into interaction quality, physical environment quality, and outcome quality; customer loyalty develops from satisfied usage and positive attitudes towards a business; and providing high-quality service is important for increasing customer happiness and ensuring company survival. Customer satisfaction and service quality are two fundamental opportunities that can help businesses improve performance and preserve consumer loyalty.

Uploaded by

Queen Aubrey Francisco
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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CHAPTER 2

REVIEW OF RELATED LITERATURE

According to Karatepe (2013), service quality may be divided into


three categories: interaction quality, physical environment quality, and
outcome quality. It can also comprise service product, service environment,
and service delivery.
According to Harris & Goode (2014), the second affective type of
loyalty consists of favorable feelings or attitudes based on satisfied usage of
an entity. For instance, store A is preferred over store B in certain markets.
According to Dick & Basu (2014) in their article "Building a Framework,"
customer loyalty is the result of a person's attitude toward an organization and that
organization's repeat business (number of visits).
According to Mugondi Disaster (2015), providing high-quality service is
essential for increasing customer happiness, particularly in the service sector, and
ensuring the survival of the company. And as mentioned by Asya Archakova (2013),
"customer satisfaction" and "service quality" are two of the fundamental
opportunities that can assist a firm in operating, improving business performance
and profit, and, especially, preserving the loyalty of its consumers.
Tabuyo et al. 2019 Every business or institution needs to put the needs of
the client first. "The measurement that determines how satisfied customers are with
a company's products, services, and capabilities," according to the definition of
customer satisfaction Information on customer satisfaction, such as surveys and
ratings, can assist a business in deciding how best to update or improve its goods
and services (ASQ, 2019).
According to Khadka and Maharjan in 2017, as stated and referenced by
Adriatico, Afalla, and Razalan in 2022, "customer satisfaction is the term used to
describe the favorable perception that customers have of a business or
establishment after using its products and services.
(Seidel, 2020) claimed that a caterer delivers hot or cold food to customers
at a distance. The menu options could range from buffet food served in chafing
dishes to party platters with cheese, meats, and snacks to hot gourmet dinners
produced on-site. Additionally, the caterer offers flexible services.
(Marianim 2020) claims that the COVID-19 pandemic and the lockdown
measures have severely impacted the hotel and catering industries. Many of the
insurance contracts that professionals in the field have signed either don't address
the systemic risk that the pandemic has as a side consequence or they do so in vague
terms. However, it is obvious that the lockdown is to blame for the operating income
losses the sector has experienced. She talked about how this pandemic affected the
hospitality and catering industries, which is why our sector was so badly affected.
According to Ningsih and Segoro (2014), satisfaction refers to the
consumer's attitude, evaluation, and emotional reaction following the purchase
transaction. It serves as a sign of satisfaction with a product or service.
According to Gul (2014), when a consumer is devoted to a good or service,
he or she is essentially placing his or her trust in it. One of the factors influencing
brand loyalty is trust, since it creates a strong link between a company and its
customers (Morgan and Hunt, 1994).
Yap, Ramayah, and Shahidan (2012) proposed that customer satisfaction is a
general indicator of how customers feel about a service provider.
According to research by Howard (2012), happy customers are more likely
to develop or reinforce favorable brand attitudes, which would result in increased
customer loyalty as evidenced by increased volume, frequency, and frequency of
purchases as well as purchases of additional products and services provided by the
company.
According to Mesay Sata Shanka's (2012) research, providing high-quality
services can boost client happiness, which can foster strong client loyalty and
commitment.

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