Role of Service Quality in Customer Satisfaction and Customer Loyalty: A Quantitative Investigation

Abstract

Businesses strive to maintain their position in the today's fiercely competitive
market by providing excellent services that meet or exceed customers'
expectations. Customer satisfaction and loyalty depend heavily on a
company's ability to provide a positive customer experience because this
directly affects how customers perceive the performance of the company.In
order to differentiate themselves from the competitors in a market that is
diverse and rapidly developing, businesses in India should prioritise carrierfriendly services. Offerings may help a business increase revenues since they
can increase customer satisfaction and loyalty. Delivering excellent service
requires understanding customer needs and potential in-depth, communicating
without hesitation, and completing tasks on schedule .Those components can
aid a business in creating a positive customer experience that promotes repeat
business, recommendations from satisfied customers, and increased customer
loyalty.For Indian businesses to have long-term success and growth, it is
crucial that they invest in the improvement of service quality. By placing a
high priority on providing exceptional service, businesses can grow their
clientele and get respect for their expertise in their field