Inter-relationship Between Service Quality And Customer Satisfaction: A Literature Review

Customer satisfaction is a prized intangible asset each firm seeks to possess. In the era of service economy, can firms use service quality to attain customer satisfaction? This is the key question that this research attempts to answer. This study examines various literature across myriad industries and decades. The literature examined is from well-known journals and databases and are often cited in the domain of service marketing. The article presents key literature on service quality and customer satisfaction and analyzes the inter-relationship between these two constructs.