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What is Service Quality and Customer Satisfaction about?

This chapter discusses theories of service quality and customer satisfaction, particularly in retail banking. It defines quality as meeting customer requirements and defines service quality as the gap between customer expectations and perceptions. The SERVQUAL model is introduced as a tool to measure service quality across five dimensions: reliability, assurance, tangibles, responsiveness, and empathy. Customer satisfaction depends on how well customer expectations are met.

Author

Abhishek

Language

EN