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Write 9 pages thesis on the topic relationship between service quality and customer satisfaction.
Write 9 pages thesis on the topic relationship between service quality and customer satisfaction. Additionally, offering good quality services leads to word of mouth recommendation resulting in the increased popularity of a business. The quality of services becomes a more important factor in the hospitality sector. There are assumptions that customer satisfaction is the most reliable indicator of the quality of services. However, there are disagreements on whether hotels should focus on measuring the service quality or the customer satisfaction when determining the areas to improve on. . Background Literature Related to the Problem There are different perspectives regarding the relationship between quality of services and customer satisfaction. Some people argue that satisfaction is a precursor of the quality of services. Others claim that service quality results in customer satisfaction. Different methods have been used to examine how service quality relates to customer satisfaction.