A Study on the Impact of Customer Service on Customer Satisfaction

Author

Akhila Namburi, Simanchala Das

Abstract

 Purpose – This study examines the impact of customer service on customer satisfaction. It considers service quality, responsiveness, reliability, communication, employee behaviour, problem-solving and customer trust as important dimensions that can influence customers’ overall satisfaction with an organisation.

Design/methodology/approach – A quantitative, cross-sectional research approach is proposed using a structured questionnaire measured on a five-point Likert scale. The study focuses on customers who have experienced customer service and evaluates their perceptions of service quality and satisfaction. Descriptive statistics, reliability analysis, correlation and regression can be used to examine the relationships between customer service dimensions and customer satisfaction.

Findings – The study framework expects that responsive, reliable, courteous and effective customer service will be positively associated with customer satisfaction. Clear communication and effective complaint handling are also expected to strengthen customer trust and encourage repeat patronage.

Originality/value – The study examines customer service and customer satisfaction together and provides a practical framework for organisations seeking to improve service quality, customer relationships and long-term loyalty.

Keywords

Customer service, Customer satisfaction, Service quality, Responsiveness, Reliability, Communication, Customer loyalty Paper type: Research article

Full Text:

Download Paper PDF

References

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.

Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. Services Marketing: Integrating Customer Focus Across the Firm. Oliver, R. L. (1997). Satisfaction: A Behavioral Perspective on the Consumer.

Grönroos, C. (1984). A service quality model and its marketing implications. Johnston, R. (1995). The determinants of service quality: satisfiers and dissatisfiers.

Relevant recent journal articles on customer service, service quality and customer satisfaction should be added by the researcher according to the institution’s required referencing style.

Note: The reference list above is provided as a topic-aligned starting point. Bibliographic details should be verified before final academic submission.

Share your valuable work from Social Media Buttons