Customer Satisfaction Through Service Quality: A Methodological And Thematic Review

In a continuously changing world, expectations of customers from an organisation changes rapidly and that is why research on this topic is still relevant. A systematic literature review method has been utilized in this review paper to throw some light on relationship between service quality and customer satisfaction, identify methodology used and research themes on customer satisfaction through service quality. Number of articles that were incorporated into our literature review aggregated to a mark of 40, which covered noteworthy research themes, that is, Functional Quality, Technical Quality, Expectations and Corporate Image. On the basis of the Methodological and Thematic review, limitations and direction for further research has been provided.