THE ROLE OF CUSTOMER SATISFACTION IN INCREASING SALES IN THE SERVICE SECTOR

Nicat Haciyev ()
Additional contact information
Nicat Haciyev: Bachelor in Marketing, Azerbaijan State Oil and Industry University, Postal: 16/21 Azadliq Ave, Baku, Azerbaijan, Telephone: +994124934557

Annals of Spiru Haret University, Economic Series, 2019, vol. 19, issue 4, 113-126

Abstract: This paper’s aim is to explain the role of customer satisfaction in service sector, especially in hotel and bank industries and the ways in which customer satisfaction can be measured and increased. Customer satisfaction is the key factor that determines the future sales of the company. This paper provides detailed information on how customer satisfaction affects and can be increased in bank and hotel industries. In order to explain it, the paper contains information about SERVQUAL Method for explaining customer expectations in five measurements such as reliability, responsiveness, assurance, empathy and tangibles; and 5 Gaps regarding hotel industry and Service Profit Chain for bank industry. [Arlen, 2008] The study supports understanding customers, having an individual approach to each of them, keeping good relationships with them and with keeping customer satisfaction in high level increase sales.

Keywords: customer satisfaction; hotel industry; bank industry; customer expectation (search for similar items in EconPapers)
JEL-codes: M30 (search for similar items in EconPapers)
Date: 2019
References: View complete reference list from CitEc
Citations:

Downloads: (external link)
http://anale.spiruharet.ro/index.php/economics/article/view/1946 Full text (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ris:sphecs:0319

Access Statistics for this article

Annals of Spiru Haret University, Economic Series is currently edited by Elena Gurgu and Constantin Mecu

More articles in Annals of Spiru Haret University, Economic Series from Universitatea Spiru Haret no. 13 Street Ion Ghica, Quarter 3, Bucharest, Cod postal: 030045, tel: (004021) 455.1000; 314.00.75; 314.00.76, fax: (004021) 314.39.08, e-mail: info@spiruharet.ro. Contact information at EDIRC.
Bibliographic data for series maintained by Aurelian A BONDREA () and Constantin Mecu ( this e-mail address is bad, please contact ).