The Relationship Between Quality and Customer Satisfaction.pdf

The Relationship Between Quality and Customer Satisfaction

Cecilia Silvestri

Product and service quality, customer satisfaction and profitability are closely related dimensions. A high level of quality leads to greater customer satisfaction, which in turn allows price raises and, quite often, also cost reduction. Previous studies have shown a strong correlation between product quality and profitability. This is a process where the input is quality and the final output is a better economic performance. The link between them is customer satisfaction The first step to analyze this process is to verify the existence of this dependence. The aim of this study will be to demonstrate, through an empirical investigation, the existence of such a link validating the thesis that customer satisfaction depends on quality. In addition, through customer-based market segmentation, this study will aim at identifying the socio-demographic and behavioral characteristics of customers for whom quality has been crucial to their satisfaction with the service received

relationship between service quality and customer satisfaction. India , being the deve loping country of Asia continent with low usage of airline service is compared with developed economy countries of European continent countries like UK, Germany and France on the relationship between service quality and customer satisfaction of Airlines SERVICE QUALITY AND CUSTOMER SATISFACTION: …

365932759X ISBN
Englisch SPRACHE
The Relationship Between Quality and Customer Satisfaction.pdf


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