RRL

According to King (2004) indicated that the negative employee behavior has destroyed many
companies and charges the employers millions of dollars every day. It also has the effects of pushing
clients away; hurting the morality of the employees and raising their turnover levels. Gronroos (1990)
and Gwinner et. al., (1990) also stated that the actions of the employees in a business are essential as
they link the organization with their customers and are a critical factor in the development of efficient
customer interactions.

Lucas (2012) stated that for many clients to remain loyal, improving customer satisfaction as a
tactic to retain clients is a major consideration. Efforts in the performance of service provided in an
organization could be a decisive factor in customer ratings. Building a healthy connection to enhance
customer satisfaction is important because it can contribute in repeating business–the key to
maintaining company efficiency and profitability.

Dimitris (2007) described customer satisfaction as a metric of how an item or service fulfills the
requirements of the customer. Zeithaml et. at., (1996), then concluded that an organization's staff are
essential to ensure achievement in the views and satisfactions of clients, as they are eventually the
individuals accountable for offering a quality service that reaches customer standards.

Dineshkumar (2012) stated that the main element in understanding the success of any retail
store or company is customer satisfaction; therefore, it is very essential to assess it and discover the
variables that influence customer satisfaction. Customers are most probable to recognize the products
and facilities they purchase if they were manufactured specifically for them or for individuals like them.
It should always be assessed to get feedback for the products and services so that it can be further
developed with broad customization. Using survey techniques and questionnaires, customer satisfaction
rates can be evaluated. It is very essential for a company to gain high rates of customer satisfaction
because satisfied customers are most likely to be loyal, repeating purchases, and use a broad variety of
services that a company offers

According to Sultana et al., (2016), satisfaction is the feeling of the customer about the results of
an assessment method that compares with requirements what was obtained from the product and
commodity. Satisfaction concerns the decision of the customer as to whether the products and services
reached the expectations and needs and provide a satisfying amount of fulfillment related to
consumption. Koutsothanassi et al., (2015), examine the conceptual framework that links both physical
and online services with their effect on customer loyalty.
FOREIGN RRS
Lasser et al. (2001) that by using two well-known interventions, SERVQUAL and technical /
functional quality, the researchers examined the impacts of service quality on customer satisfaction in
the private banking sector. They compared SERVQUAL and the technical / functional quality model
empirically contrasted. They attempted to compare the two quality service models ' different sizes and
their impacts on satisfaction. They stated that customer satisfaction is a multidimensional structure and
that the multiple elements of service quality will affect these dimensions differently.

According to Caruana (2002), in a time method, service quality comes first before leading to
general customer satisfaction. It has been discovered that service quality is a significant contribution to
customer satisfaction. Cronin and Taylor (2002), hypothesized satisfaction as a background to the value
of service. They also asserted that the service quality is the only business factor affecting the satisfaction
decisions of the customers.

According to the study of Dutta (2009), customer perception is significantly and is positively
related with customer satisfaction and that the customer is satisfied to the extent that the product
obtained reaches the quality standard regardless of the moment the service is supplied. Consistent with
this view expressed by Bitner (1990) that perceived service quality is a major cause of consumer
behavior.

According to Goofin and Price (1996), customer service is important because it ends up
increasing the quality of the product, gaining competitive advantage, providing profitable opportunities
and thus increasing sales and revenue. According to Newby & McManus (2000), excellent customer
service quality is also based on how the organization as a whole, from top management down, moves in
the same direction and sends a clear, positive message to customers and not only on the individual's
knowledge and skills.

According to Asubonteng et al., the quality of the service is the distinction between the
expectation of the customer for the results of the performance before the service is received and their
perception of the service obtained. Gefan (2002) described customer performance as a subjective
contrast made by customer between the value of the product they want to obtain and what they
genuinely get.
LOCAL RRS
According to Marasigan et al., (2010), encourage the company's staff to be more consistent in
coping with customers in their behavior, belief, and results. They also encouraged the management to
give suggestions that they believe that might improve the training program. In addition, the researcher
also urged the management to regularly evaluate the customer service training program in order to
preserve its efficiency.

De Castro (2007) emphasized the ability of an employee to give importance to his or her
customer on a daily basis, even though he / she entertains many customers at the same time. The
moment it requires for the worker to react to the customer's query is comparable to the moment it
requires for the worker to submit a petition or assistance.

Aguba et al. (2008) stated that the effective and continuous monitoring of the employee must
be followed in order to preserve the excellent impression of the customer. It also stated that the
assessment of the customer should be regarded in order to achieve customer service improvement.
Food Court operators may encourage their staff to be more efficient and motivate them to respond to
customer needs, requests and criticisms.

According to Relationship Marketing Management (2008), as greater revenue, customers have

more choice to assess, they appear to have greater standards of services. This could make them less
happy than their lower-income peers, who may have fewer options to choose from, and may stay
harder to stick to a company even if they are happy. As a consequence, it is suggested that: the
marketing interaction effect on fulfillment is higher for lower-income clients than for higher-income
clients. The effect of fulfillment on allegiance is greater for reduced revenue clients than for higher
revenue clients.

SIS International Research (2008) includes eight methods to enhance customer satisfaction,
documenting elements of retail knowledge that can be enhanced. One method to fight discontent is to
make customers glad indirectly. The shop can deliver candy and goods that children will enjoy. Setting
up long-haul self-checking devices is another route to fulfill clients. Customers are expecting what
product they will obtain. Companies that describe their standard of delivery performance and are
realistically able to greater track the fulfillment of their customers.