Consumer Satisfaction and Service Quality in Commercial Transportation: An Expedition of SERVQUAL Dimensions

Abstract

Yes, there is no ready made marketing strategy for any goods and services in the world of business! Marketers must craft the distinct marketing strategies for every product. Nonetheless the one and only ultimate objective of the strategies will be to satisfy the customers. When we consider the strategies for services, it is much stiffer and riskier than goods. It is harder in every aspects of marketing. But fairly, it is proven in many studies that the strong service quality can lead to higher consumer satisfaction from services. Even if we believe that there is a strong relationship between service quality and customer satisfaction, there are plenty of slip-ups to understand the concept of service quality itself. So it is very clear at this point to identify the industry and products wide customer satisfaction models with respect to service quality. In this research paper, an attempt has been made to identify the relationship model between service quality and consumer satisfaction for transportation industry with respect to Nepal's private transportation industry, which may provide a regression model for customer satisfaction. The proposed regression model is to afford a mathematical equation for consumer satisfaction with respect to service quality and its determinants. The results will aid both the marketers and researchers for better understanding of the service quality in transportation industry and a mathematical tool to control the level of satisfaction by directing service quality.