Relationship between service quality and customer satisfaction: A systematic literature review

Bakri, Mohammed Hariri and Ismail, Ashari and Rusli, Norsahiat and Abu Bakar, Mohammad Aqmal and Othman, Habibullah (2023) Relationship between service quality and customer satisfaction: A systematic literature review. Res Militaris, 13 (2). pp. 262-281. ISSN 2265-6294

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Abstract

This article aims to conduct a systematic literature review of the relationships between service quality and customer satisfaction. Forty-one papers were chosen after a search was performed in the Web of Science and Scopus databases. The findings indicate a significant relationship between service quality and customer satisfaction, including direct and indirect correlations. Avariety of direct and indirect relationships between service quality and customer satisfaction are suggested in light of these findings. The finding contributes to the few earlier studies on these collaborative relationships.

Item Type:	Article
Uncontrolled Keywords:	Service quality, Customer satisfaction, Systematic literature review
Divisions:	Faculty of Technology Management and Technopreneurship
Depositing User:	Sabariah Ismail
Date Deposited:	09 Oct 2024 16:42
Last Modified:	09 Oct 2024 16:42
URI:	http://eprints.utem.edu.my/id/eprint/27873
Statistic Details:	View Download Statistic

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