A Conceptual Study on Service Quality and its Relationship with Organizational Development

A conceptual study on service quality and its relationship with organizational development Understanding the customers has become a significant role of marketing research with the pace of competition in search of competitive advantage as well as to achieve customer satisfaction. The purpose of this paper is to reveal the nature of the service quality concept and explain the relationship with those of customer satisfaction, market share and return on investment. Since customer expectations and their perceptions towards service performance decide upon their retention or defection, service quality should be imparted in every business process. SERVQUAL is one of the instruments which have been widely used to measure and evaluate service quality. This paper comprises of theoretical study to probe into the service quality concept and the model has been suggested to understand the relationship between customer satisfaction, market share and return on investment with respect to quality.