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Thesis (Master in Business Administration)--Jose Rizal University, 2018

Includes references: 80-81 leaves

"Organization to increase the number of their customers, their loyalty, revenue, profit and market share and subsequently increased survival, attempt to assess customer satisfaction in their business. Customer satisfaction and service quality both are most widely studied constructs. Customer satisfaction is a physical concept that is due personal comparison from understanding of product or service performance with the experienced obtained of the performance. In management of service quality, satisfaction is defined as emotional behavior after purchase. This study was designed to find the impact of service quality on customer satisfaction in the service industry specifically at City Service Corporation. In theory parts are described five dimensions of good service quality and customer perception of service measuring. The questionnaire used was adopted from empirical studies. Finding showed that there exists a significant positive relationship between service quality and customer satisfaction. Study identify the service quality gap based on the service quality dimensions that need to be address like the Empathy dimension, which in turn, definitely affected the customer satisfaction. This study will help the company to improve its service quality for better customer satisfaction. Finally, the researcher has given recommendations to overcome the research problem." --Abstract

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