In accordance to Kandampully

Introduction

In accordance to Kandampully (1997), within the present day’s competitive environment, customer’s perceptions, as well as, expectations demand that the service leaders have to distinguish themselves from the emerging main competitors by ensuring that their customers are not only satisfied but also delighted by the quality of services which they offer. Researchers such as (Kandampully, 1997; Lee, Barker, & Kandampully, 2003) suggest that service and customer loyalty is actually a two-way relationship. This is due to the fact that as service firms make attempts to gain client’s loyalty; on the other hand, the clients seek the firm’s service loyalty. Nevertheless, recently done studies (Bowen & Chen, 2001) indicate that there exist additional reasons why service providers should satisfy customers other than service loyalty.

Service Quality

According to (Lovelock, C. & Wirtz, J., 2004), a service is the term given to an economic activity which not only creates value but also provides benefits for clients at certain times, as well as, places by ensuring that it brings about the desired change in the service recipient. Even though the process is sometimes tied to certain physical products, the performance is considered to be transitory, naturally intangible and does not usually result in the possession of any of the production factors. Nonetheless, being in the position of satisfying specific needs tends to reflect the quality or value of the service to the clients, inclusive of the economic value, reliability, safety, in addition to maintainability.