(52.3.228.47)
Users online: 2612    [ij] [ij] [ij] 
Email id
 

Asian Journal of Management
Year : 2018, Volume : 9, Issue : 1
First page : ( 791) Last page : ( 796)
Print ISSN : 0976-495X. Online ISSN : 2321-5763.
Article DOI : 10.5958/2321-5763.2018.00124.5

Customer Satisfaction Through Service Quality: A Methodological And Thematic Review

Kadyan Pankaj1,*, Singh Dhirender1,**, Kumar Ranjan1,***, Mehendale Smita2,****

1MBA student, Symbiosis Institute of Management Studies, Symbiosis International University, Pune, Maharashtra, India

2Assistant Professor, Symbiosis Institute of Management Studies, Symbiosis International University, Pune, Maharashtra, India

*Corresponding Author E-mail: pankaj.kadyan2019@sims.edu

**dhirender.singh2019@sims.edu

***Ranjan.kumar2019@sims.edu

****smita.m@sims.edu, smita12win@gmail.com

Online published on 2 June, 2018.

Abstract

In a continuously changing world, expectations of customers from an organisation changes rapidly and that is why research on this topic is still relevant. A systematic literature review method has been utilized in this review paper to throw some light on relationship between service quality and customer satisfaction, identify methodology used and research themes on customer satisfaction through service quality. Number of articles that were incorporated into our literature review aggregated to a mark of 40, which covered noteworthy research themes, that is, Functional Quality, Technical Quality, Expectations and Corporate Image. On the basis of the Methodological and Thematic review, limitations and direction for further research has been provided.

Top

Keywords

Service Quality, Relation, Customer Satisfaction, Systematic Literature Review, Methodological Review, Thematic Review.

Top

  
║ Site map ║ Privacy Policy ║ Copyright ║ Terms & Conditions ║ Page Rank Tool
445,150,310 visitor(s) since 30th May, 2005.
All rights reserved. Site designed and maintained by DIVA ENTERPRISES PVT. LTD..
Note: Please use Internet Explorer (6.0 or above). Some functionalities may not work in other browsers.