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Inventi Impact - Business Research & Reviews

Articles

  • Inventi:mbr/146/14
    QUALITY SERVICES AND CUSTOMER SATISFACTION
    Masoud Zavarei, Kamyar Kavosh, Iraj Saee Arsi

    The research study was about the quality of service and customer satisfaction in Mashad Carpet Company where the definitions of both the independent and the dependent variables were discussed. The purpose of the study was to analyze whether quality services are provided in this company and how it has influenced customer satisfaction. The objectives of the study were to find out the factors influencing quality services in Mashad Carpet Company to determine the features and the level of customer satisfaction, to examine the relationship between quality services and customer satisfaction in Mashad Carpet Company. A combination of both descriptive and quantitative research design was used and to a lesser extent qualitative research design was used. The targeted study population was 60 and 52 respondents were chosen using both purposive and simple random sampling. Self administered questionnaires were used to collect data and analyzed using frequency tables and SPSS packages. The findings indicated that there are factors that influence quality services in Mashad Carpet Company. The findings further revealed that there is a positive relationship between quality service and customer satisfaction.

    How to Cite this Article
    Cite this article as: Masoud Zavarei, Kamyar Kavosh, Iraj Saee Arsi. Quality Services and Customer Satisfaction. Inventi Impact: Business Research & Reviews, 2014(4):183-187, 2014.
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