Service Quality and Customer Satisfaction

Service quality refers to how well a service meets customer expectations, often assessed through factors like reliability, responsiveness, and empathy. It reflects the overall experience a customer has when interacting with a service provider. Customer satisfaction, on the other hand, is a measure of how pleased customers are with that service. High service quality typically leads to higher customer satisfaction. When customers feel valued and their needs are met effectively, they are more likely to return and recommend the service to others, fostering loyalty and positive word-of-mouth.