Relationship between service quality and customer satisfaction: in the case of CCG (Customer Centric Group) CO

The purpose of this research was to gain a better understanding of the service quality dimensions that affect customer satisfaction from customer perspective. Based on a detailed literature review, a frame of reference was developed. Some service quality dimensions were selected to be tested in CCG CO operations . A qualitative research approach was used .The empirical data were gathered through interviews .. Finally, in the last chapter findings and conclusions were drawn by answering the research questions. Some service quality dimensions in CCG CO activities were identified in this study (i.e. reliability, responsiveness, tangibles, empathy, assurance, pricing and courtesy).

Author: Dehghan, Ali

Source: LuleƄ University of Technology

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