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Empirical Literature Review Essay

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2.4 Empirical literature review
The information obtained from the empirical research of a study serves to support and provide evidence for the stated problem and the accompanying research questions According to the fact that service is less tangible than a product, the major portion of service quality is found within the delivery. However, customers’ expectations play an important role, since the expectations concerning service significantly differ from those referring to products. Moreover, customer’s expectations vary according to the service type. The importance of customers’ expectations highlights the fact that product quality represents its ranking according to established standards. When consumers assess product or service quality, …show more content…

(1985) presented 10 determinants which included reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding/knowing the customer, and tangibles. In their succeeding study, using the SERVQUAL measure, some of these determinants were combined and only five dimensions remained (Parasuraman et al. 1988). The five dimensions consisted of reliability, responsiveness, assurance, empathy, and tangibles. Generally, service quality is a way to manage business processes in order to ensure total satisfaction to the customer on all levels (internal and external). It is an approach that leads to an increase of competitiveness, effectiveness and flexibility of the entire company (Costin, …show more content…

It is quite possible that the relative importance of five determinants in shaping customer expectations may differ from their relative importance to customer perceptions of the delivered service. However the general comparison of expectations with perception is suggested by (Gronroos 1992, Lehtinen and Lehtinen, 1982) and supported by the focus group interviews with customers. Thus, customers in this paper are those who consume the services, satisfaction denotes customer’s desire to maintain a business relationship with the organization and it is also the feelings of the customers towards the services provided to them by the

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