In a global market, the choices of a competitive position are limited. The customer must be the body and soul of the business. Customer satisfaction, service quality and strategy management are fundamental elements of organization. While comparing roles of customer satisfaction, service quality, and strategic planning, service quality and the consumers satisfaction are the main burning issues that have mentioned each marketing practicener and theorists (Spreng and Mackoy,1996). Different scholars have used different tool and theory in terms of service quality and customer satisfaction. Some of the scholars develop the twenty-two items SERVPERF to measure service quality, which have five dimensions. These five dimension are; tangibility, reliability,
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Assurance includes aptitude, courtesy, credibility and security of costumers (Arash Shahin, 2010, ). Employee should willingness towards the costumer to create trust, make enable environment to feel secure during consume the service. Knowledgeable and courtesy employees has their ability to inspire trust and confidence. It means that customer should be secure, can have trust and confident with employee/service provider (Shafiq, et al., 2013) and have the positive relationship. It is very important factor that customer never feel unsecure which is engaged in based service quality. In the starting phase, customer always thinks that the service company should provide the highest level of security as well as they should show the confidence in the service. Service Companies cannot provide safety expected, so these company maintain the assurance their service to provide service quality (Jayaraman Munusamy, 2010). Here customer able to know the capacity of the employees of the company and provide enough information behaves good behavior as a friend to the customers (Abu Alroub, et al., 2012). In Hotel point of view a customer feel safe while consuming services and feel secure at his staying. Employees must have a sufficient skills and knowledge to perform polite and courteous services. According to (Cronin and Taylor, 1992) employees must be trust worthy so that the customer feels safety in his financial …show more content…
Positive or negative behaviours of employee are hugely affected towards the customer satisfaction (kattara 2008). Taking special individuals care by the employee towards their customers (Fehl, 2006). It is the ability of the employee to find out the customer feeling, imaganitation, and the attitude which contains taking care of the customer individually, make suitable environment which is the most responsible task to the employee . furthermore It contains communication, access and understanding customers (Siddique1, et al.,
Assurance includes aptitude, courtesy, credibility and security of costumers (Arash Shahin, 2010, ). Employee should willingness towards the costumer to create trust, make enable environment to feel secure during consume the service. Knowledgeable and courtesy employees has their ability to inspire trust and confidence. It means that customer should be secure, can have trust and confident with employee/service provider (Shafiq, et al., 2013) and have the positive relationship. It is very important factor that customer never feel unsecure which is engaged in based service quality. In the starting phase, customer always thinks that the service company should provide the highest level of security as well as they should show the confidence in the service. Service Companies cannot provide safety expected, so these company maintain the assurance their service to provide service quality (Jayaraman Munusamy, 2010). Here customer able to know the capacity of the employees of the company and provide enough information behaves good behavior as a friend to the customers (Abu Alroub, et al., 2012). In Hotel point of view a customer feel safe while consuming services and feel secure at his staying. Employees must have a sufficient skills and knowledge to perform polite and courteous services. According to (Cronin and Taylor, 1992) employees must be trust worthy so that the customer feels safety in his financial …show more content…
Positive or negative behaviours of employee are hugely affected towards the customer satisfaction (kattara 2008). Taking special individuals care by the employee towards their customers (Fehl, 2006). It is the ability of the employee to find out the customer feeling, imaganitation, and the attitude which contains taking care of the customer individually, make suitable environment which is the most responsible task to the employee . furthermore It contains communication, access and understanding customers (Siddique1, et al.,