How to Develop the Connection Between Service Quality and Customer Satisfaction

Sajgó Flóra (2025) How to Develop the Connection Between Service Quality and Customer Satisfaction. Menedzsment Kar (2025-)-.

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Absztrakt (kivonat)

This thesis investigates the relationship between service quality and customer satisfaction within the beauty and wellness industry, using Myself Beauty Concept by drkriston as the case study. As service-based businesses increasingly rely on experiential value, understanding how service quality shapes customer perceptions has become essential for competitiveness and long-term loyalty. The research applies a mixed-methods design combining a quantitative customer survey, based on an extended SERVQUAL model, with qualitative semi-structured interviews conducted with key employees, including the owner, co-owner, and a cosmetician. The findings of the study reveal that service quality exerts a strong positive influence on overall customer satisfaction. Among the SERVQUAL dimensions, tangibles and comfort/privacy were the most significant predictors of satisfaction. Customers particularly valued the salon’s personalized attention, atmosphere, professionalism, and consistency of service. Interview insights further emphasized the importance of internal communication, teamwork, and continuous professional development in maintaining high service standards. Overall, the results highlight that customer satisfaction is shaped by both technical and relational aspects of service delivery. The thesis concludes with recommendations for strengthening service processes, enhancing communication, and supporting staff development to further elevate customer experience and retention.

Intézmény

Budapesti Gazdasági Egyetem

Kar

Menedzsment Kar (2025-)-

Tudományterület/tudományág

NEM RÉSZLETEZETT

Szak

Gazdálkodási és menedzsment

Mű típusa:	diplomadolgozat (NEM RÉSZLETEZETT)
Kulcsszavak:	dolgozók elégedettségi vizsgálata, elégedettség, kapcsolat, minőségjavítás, vevők
SWORD Depositor:	User Archive
Felhasználói azonosító szám (ID):	User Archive
Rekord készítés dátuma:	2026. Júl. 09. 11:02
Utolsó módosítás:	2026. Júl. 09. 11:02

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