Name: Ian Chris M.

Salazar

Year and Section: BAMM 4C

ASSIGNMENT NO. 2 / ACTIVITY NO. 2

I. Given the figure below, explain the commonality and difference in Service Quality &

Customer Satisfaction.

If I am asked what the difference is between customer satisfaction and service quality Customer

satisfaction is a direct result of high-quality service, which increases the company's ability to compete in

the market. High service quality can be achieved by identifying service issues, creating metrics for service

performance and outcomes, and increasing customer satisfaction levels. Additionally, if I were asked

about the similarities or connections between these two, I would say that outstanding service quality

increases the likelihood of a long-term relationship or customer satisfaction. If clients are not pleased,

they won't come back to you for services and are likely to tell others about their displeasure, which will

harm your image in the market.