Journal on Economics, Management and Business Technology
Vol. 2 No. 1 (2023): September: Economics, Management and Business Technology

Exploring Service Quality and Customer Satisfaction in the Service Industry: A Mixed-Methods Analysis

Laksamana Amerta (Unknown)
Ishwari Madhavi (Unknown)



Article Info

Publish Date
30 Sep 2023

Abstract

This research delves into the intricate dynamics between service quality and customer satisfaction within the diverse landscape of the service industry. Embracing a mixed-method approach, the study examines the correlation between perceived service quality dimensions and the resulting levels of customer satisfaction across various service sectors. Hypotheses proposing a positive relationship between service quality and satisfaction serve as guiding principles in exploring the multifaceted dimensions of this association. The methodology integrates quantitative analyses, including surveys and regression analysis, with qualitative insights derived from interviews and focus groups. Data analysis unravels potential correlations, nuanced variances, and unexpected influences shaping customer perceptions of service quality and satisfaction. Findings from the study contribute nuanced insights, revealing sector-specific nuances, non-linear relationships, and unforeseen influences on satisfaction levels. The practical implications drawn from these discoveries underscore the significance of tailored service strategies, employee empowerment, technology integration, and a relentless commitment to customer-centricity. The research concludes that the pursuit of superior service quality transcends immediate customer satisfaction, representing a commitment to organizational excellence and sustained growth within the competitive service industry. By leveraging the insights garnered, businesses can refine their service delivery approaches, foster enduring customer relationships, and carve pathways toward sustained success in meeting evolving customer expectations.

Copyrights © 2023






Journal Info

Abbrev

JEMBUT

Publisher

Subject

Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering

Description

Journal on Economics, Management and Business Technology, is a Economics, Management and Business Technology published since 2022 by IHSA Institute. Journal on Economics, Management and Business Technology published 2 times a year (March and September), Each issue consists of a minimum of 5 ...