Which of the following statements about customer satisfaction and service quality is true?
A) Customer satisfaction is a focused evaluation that reflects the customer's perception of specific dimensions of service like reliability and responsiveness
B) Service quality is more inclusive than customer service
C) The terms customer service and service quality can correctly be used interchangeably
D) Customer satisfaction is influenced by perceptions of service quality
E) None of the above statements about customer satisfaction and service quality is true

Question

Quizplus · Accepted Answer

Customer satisfaction is linked to the perception of service quality, meaning that if the customer perceives the service as high quality, they are more likely to be satisfied with the experience. However, customer satisfaction is a more specific evaluation of the experience and is related to specific dimensions of service, such as reliability and responsiveness. Service quality, on the other hand, is a more overall assessment of the quality of the service provided. Therefore, B and C are incorrect, and A and E are too extreme in their statements.

Which of the Following Statements About Customer Satisfaction and Service