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Satisfaction and service quality are two distinct but interrelated terms. Service quality is a concept of objectivity, perception, and evaluation, while satisfaction is a combination of subjectivity, feeling-based, emotion-based components. Customer satisfaction refers to the criteria that customers feel when using a service, while referring to service quality is as a concern to specific components of the service. The impact of customer satisfaction on customer spending is stronger than that of the change in income and customer trust in products and services. The most powerful financial reward is that of having a lot of satisfied customers. Good service quality will increase customer satisfaction and loyalty, plus word-of-mouth referrals from customers - all three of which create a huge competitive advantage for any organization or business.
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