Service 3.93″ (Nicholls, et. al., 1998). Furthermore in

Service
industries have really great value for customer relation than the production
industries. The study of Nicholls, et. al., (1998) concentrated on the
measurement of customer satisfaction, which has aided the development of the
hospitality industry by studying the service satisfaction of 15 various
industries. Their study explores the relationship of satisfaction and quality
and pointed out the different instruments that can be used to measure the
customer satisfaction by taking into consideration how much time is valued in
American culture, and focused on the immediate service encounter, not on past
experiences.

The
study was done in institutions that provided services with the use of personal
interview with the consumer immediately after their use of the service. The
survey contained 29 statements that required the respondents to address their
satisfaction degree in regards to different service elements such as services,
organizational system, security, and etc. The responses have outlined the
domain elements of the service experience that contributed to customer
satisfaction. The findings have demonstrated that  “the highest public sector mean rating, 3.69,
was less than the lowest private sector mean rating, 3.93” (Nicholls, et. al.,
1998).

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Furthermore
in the research of Fornell (1992) entitled “A National Customer Satisfaction
Barometer. The Swedish Experience,” mentioned that majority of individual
companies and some industries monitor customer satisfaction on a continual
basis where they used Customer Satisfaction Barometer (CSB) to measure customer
satisfaction in over 30 industries and 100 corporations. It measures quality of
output (as experienced by the buyer). According to the discussion of the
researcher from examining the relationship between market share and customer
satisfaction with the use of location model, industries in general are found to
have a high level of customer satisfaction if they are highly dependent on
satisfaction for repeat. Fornell (1992) then concluded that customer
satisfaction is based upon a group of service quality attributes.

Howcroft
(1992) in his research relating to customer service in selected branches of a
UK clearing bank reported the results of a pilot survey which examined the
quality of service given to customers at pre-selected branches of a major UK
clearing bank. He viewed that customer satisfaction was the most important
determinant of service quality. Although, a number of discernable
inconsistencies or gaps are identified between what bank staff said on being interviewed
and what was observed, The researcher noted that the divergent thoughts seemed
to agree with the concept that customer perceptions of the level of service
quality are determined by comparing expectations with actual performance, which
provides further underpinnings for the measurement concepts advanced in this
study.