As we explored in the last post, Quality has an important role in Satisfaction. Quality is not only a moderator of Satisfaction, but it is a direct precursor to Satisfaction. It is simply an evaluation by the consumer of performance excellence. Given this context, Satisfaction can be viewed as the gap between customer expectation and the service delivered by the provider, known as the Confirmation-Disconfirmation Paradigm. So here’s where we’re at now:
Service Quality can be measured using....