Service Quality Measurement and Improvement Strategy to In-crease Customer Satisfaction

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Published: 2022-01-29
Keywords:
Service quality management, SERVQUAL, NPS, CSI, Customer satisfaction, Technology, Employee training

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Nabeela Ebrahim Essa
Maastricht School of Management, The Netherlands
Rahayu Mardikaningsih
Sunan Giri University of Surabaya, Indonesia

Abstract

Service quality management is essential to maximize customer satisfaction and increase their loyalty. In various industrial sectors, companies must choose the right method to measure and increase service quality. Some commonly used measurement tools are Service Quality (SERVQUAL), Net Promoter Score (NPS), and Customer Satisfaction Index (CSI). This method helps companies to get a clear picture of customer satisfaction and areas for repaired. Besides to proper measurement, companies also need to focus on employee training, the use of technology, and the implementation of policies that support sustainable service quality repair. Technology allows companies to provide more efficient and personalized services, but the human touch is still necessary for certain sectors such as hospitality and healthcare. Regular monitoring of service quality and the implementation of structured quality management systems, such as ISO 9001, are also important factors in creating consistent and satisfactory service to customers. With the right approach and understanding of customer needs, companies can increase their service quality and further maximize customer satisfaction and loyalty.

Article Details

Issue

Vol. 2 No. 1 (2022): Journal of Social Science Studies (JOS3)

Section

Articles

How to Cite

Essa, N. E., & Mardikaningsih, R. (2022). Service Quality Measurement and Improvement Strategy to In-crease Customer Satisfaction. Journal of Social Science Studies, 2(1), 235-240. https://jos3journals.id/index.php/jos3/article/view/149

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