A study of the service quality that affects on the customer satisfaction of

This chapter shall serve as a framework for the study. Service quality is an approach to manage business processes, for full customer satisfaction and quality in service provided. It acts as an antecedent of customer satisfaction. Customer dissatisfaction occurs when perceived quality is less than satisfactory, which is results when expectations is greater than performance. SERVQUAL is a service quality framework developed by Zeithaml, Parasuraman and Berry in 1980s. Satisfaction and service quality have certain common things. Satisfaction in general is the broader concept while service quality focuses on specific domain of service (Wilson et al. , 2008, p. In contrast, price and product quality can affect customer satisfaction, perceived service quality is component of customer satisfaction (Zeithaml et al. , 2006, p. 1: Customer Satisfaction During the 1980s customer satisfaction became a widely popular and debated topic in marketing for both business expansions and recessions (Moham...