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All Journal Jurnal Ilmu Manajemen, Ekonomi dan Kewirausahaan Inisiatif: Jurnal Ekonomi, Akuntansi Dan Manajemen Wawasan : Jurnal Ilmu Manajemen, Ekonomi dan Kewirausahaan Journal of Management and Creative Business
Elia Cahyani
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Journal : Journal of Management and Creative Business

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The Role of Service Quality in Building Customer Satisfaction: A Literarure Review Elia Cahyani; Tazkiyyah Nururrohmah; Cindy Firstiananda Deka; Mohamad Zein Saleh
Journal of Management and Creative Business Vol. 2 No. 4 (2024): Oktober : Journal of Management and Creative Business
Publisher : Universitas 45 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30640/jmcbus.v2i4.3300

Abstract

The role of service quality in the service business is very important to improve customer satisfaction. Service management focuses on providing services that not only meet but also exceed customer expectations, creating a significant competitive advantage. Service quality serves as a bridge between the company and customers, establishing a long-term, mutually beneficial relationship. In the era of globalization and digitalization, customer interactions that take place mostly online demand companies to offer responsive and efficient digital experiences. Consistency in service delivery is a major challenge, as customers assess the quality of service based on their subjective experience. This study aims to review the literature related to the role of service quality in building customer satisfaction, the factors that affect it, and how companies can implement good service quality to improve customer satisfaction.
Co-Authors Adisti Rahma Cindy Firstiananda Deka M. Ade Naufal Mohamad Zein Saleh Nisifa Prila Anisa Tazkiyyah Nururrohmah Zilma Juwita