Service Quality and Its Influence on Customer Satisfaction: A Study of Selected Service Firms in Tirunelveli District

Abstract

This study examines the relationship between service quality and customer satisfaction in selected service firms in Tirunelveli District. Using a quantitative approach and primary data collected from customers of retail, hospitality, and financial service firms, the study investigates dimensions of service quality (tangibility, reliability, responsiveness, assurance, and empathy) based on the SERVQUAL model and their influence on customer satisfaction. Data from 180 respondents were analyzed using SPSS (descriptive statistics, correlation, and regression). Findings indicate that all dimensions of service quality have a significant positive influence on customer satisfaction, with reliability and empathy emerging as the strongest predictors. The study underscores the need for service firms in Tirunelveli to strengthen service quality attributes to enhance overall satisfaction and loyalty.