Service Quality and Customer Satisfaction of Hollow Blocks Business: Basis for Improvement

This study examined the relationship between service quality and customer satisfaction in a hollow blocks business and explored how these variables differed according to customers’ age, sex, type of customer, and frequency of purchase. A quantitative descriptive-correlational research design was employed, with survey questionnaires administered to 100 customers. The findings revealed that both service quality and customer satisfaction were rated very high, indicating that the business consistently met customer expectations in terms of reliability, responsiveness, assurance, empathy, tangibles, product quality, delivery, pricing, and overall service. No significant differences were found when respondents were grouped according to age, sex, and frequency of purchase. However, significant differences emerged based on the type of customer, suggesting that contractors, resellers, and individual buyers differ in their service expectations and overall satisfaction. Moreover, statistically significant relationship was found between service quality and customer satisfaction, indicating that better service quality contributes to higher customer satisfaction. The study recommends maintaining excellent service standards while developing customer-specific strategies to further improve business performance and strengthen long-term customer relationships.

Service Quality, Customer Satisfaction, Hollow Blocks Business, Customer Expectations, Customer Type, Customer Relationship.

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