1. What is service quality?
Service quality is a comparison and assessment between the customer’s expectation and the service delivered by the service providers. Parasuraman et al. (1988) have defined that service quality is an overall judgment towards the service and as an antecedent of overall customer satisfaction. Furthermore, service quality also defined as an ability of an organization to meet the customer expectation (Parasuraman et al. 1988). According to Bitner and Hubbert (1994), the service quality is defined as the customer’s impression of the relative superiority or inferiority of a service provider and its services. The service quality is only achieved if it satisfied the customer expectation or exceeds it. Service quality is …show more content…
For example, Werther and Chandler (cited in He and Lai, 2014) mentioned that there are direct relationship and influence between CSR and brand loyalty from customers. However another scholar Salmones, Crespo and Bosque (cited in He and Lai, 2014) stated that it did not have any relationship between CSR and brand loyalty. While, in He and Lai (2014)’s study, it proves that there have an indirect relationship between CSR and brand loyalty by build the mediator of brand image such as functional image and symbolic image. And, CSR has on customer-company identification creates more customer satisfaction and turn into customer loyalty (Arikan and Guner, …show more content…
From Chahal and Kumari (2012)’s study, it stated that there have a significant relationship between service quality and service performance. Moreover, the service quality have direct impact on the customer satisfaction and lead to customer behavioral intention (Yu and Ramanathan 2012). And, Cameran et al. (2010) also noted that service quality such as auditors’ performance which associated with the work is important and associated with the customer satisfaction. Thus, a good service quality offered by the corporate will enhance the corporate image which in turn will improve the customer
Service quality is a comparison and assessment between the customer’s expectation and the service delivered by the service providers. Parasuraman et al. (1988) have defined that service quality is an overall judgment towards the service and as an antecedent of overall customer satisfaction. Furthermore, service quality also defined as an ability of an organization to meet the customer expectation (Parasuraman et al. 1988). According to Bitner and Hubbert (1994), the service quality is defined as the customer’s impression of the relative superiority or inferiority of a service provider and its services. The service quality is only achieved if it satisfied the customer expectation or exceeds it. Service quality is …show more content…
For example, Werther and Chandler (cited in He and Lai, 2014) mentioned that there are direct relationship and influence between CSR and brand loyalty from customers. However another scholar Salmones, Crespo and Bosque (cited in He and Lai, 2014) stated that it did not have any relationship between CSR and brand loyalty. While, in He and Lai (2014)’s study, it proves that there have an indirect relationship between CSR and brand loyalty by build the mediator of brand image such as functional image and symbolic image. And, CSR has on customer-company identification creates more customer satisfaction and turn into customer loyalty (Arikan and Guner, …show more content…
From Chahal and Kumari (2012)’s study, it stated that there have a significant relationship between service quality and service performance. Moreover, the service quality have direct impact on the customer satisfaction and lead to customer behavioral intention (Yu and Ramanathan 2012). And, Cameran et al. (2010) also noted that service quality such as auditors’ performance which associated with the work is important and associated with the customer satisfaction. Thus, a good service quality offered by the corporate will enhance the corporate image which in turn will improve the customer