THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION
Knox uwe. Guru Prabhakar Guru. Prabhakar uwe.
Although they are interrelated concepts, there is a difference between service quality and customer satisfaction. Assume that there is a small fast-food store in a local area. The store provides a basic quality of burgers and fries on a take-away basis only, but at very reasonable prices. The store is generally clean, but not overly attractive, and tends to serve its meals with a minute turnaround. This type of store tends to appeal to local residents who are attracted to its convenience and price value.