SERVICE QUALITY AND CUSTOMER SATISFACTION

Service Quality and Customer Satisfaction

Service Quality and Customer Satisfaction

The marketing literature conceptualizes service quality and customer satisfaction as different but interrelated constructs. The consensus is that service quality for Britannia adelphi hotel in Liverpool, is a judgment about a service's overall excellence (more descriptively and factually assessed), whereas satisfaction is a summary assessment of how the service emotionally affected the customer (more evaluative). There has been debate about the causality between the two; the consensus view is that service quality is an antecedent of satisfaction (Zeithaml, 2006).

Hotels with good service quality should improve their market share ...