Service Quality And Its Impact On Customer Satisfaction

With the development of service marketing, more and more company began to notice the importance of service quality and customer satisfaction. According to modern service marketing theory, improvement of service quality can improve customer satisfactory and loyalty. At the same time, IT service industry has spread all around the world as a new industry. So the study of relationship between quality service and customer satisfactory in IT service industry is less. Bases on it, this paper finishes a study on it.In order to instruct company to improve customer satisfactory, this paper begin with service quality and introduce its definition, principle, angles and measure method; then introduce the theory and model of customer satisfaction; at last, this paper validates the correlation between service quality and customer satisfaction. For more suggestions, the paper gives a model of customer satisfaction base on IT industry.In order to study the relationship between service quality and customer satisfaction, this paper first calculate the service quality base on SERVPERF model; then through correlation analysis in statistics, it prove that they have high correlation between them, it is very useful for the company to improve customer satisfaction by improving service quality. Besides, through stepwise analysis, this paper builds a model between customer satisfaction and quality dimensions. It indicates that different dimensions have different weight, so company can focus on those important factors. In the end, integrating modern experience of service quality management, the paper put forward a customer model which is of great instruct meaning for the company.