Analysing the impact of service quality on business competitiveness

Khathutshelo Mushavhanamadi, Oratile Neo Ratlhagane

Research output: Contribution to journalConference articlepeer-review


In the service industry, service quality is used by organisations to differentiate themselves from other organisations that are competing for the same purpose or goal. This however in the end will result in the increase of competition. Gaining a competitive advantage is what all organisations want to achieve. And there are ways to achieve competitive which will be discussed and explained in this research. Organisations need to understand the relationships linked to services quality, for example the relationship between service quality and customers satisfaction and the relationship between service quality, customer satisfaction and customer loyalty. Organisations need to make sure that their employees are satisfied with the work that they doing as this result in these employees being productive and motivated which is the key for achieving profitability and success in the organisation. In order to satisfy employees, managers of any organisation should improve their internal customers first by focusing on communication, reward and recognition, leadership support and factors that will keep employees satisfied. This will result in better quality services provided to the external customer. This will create a sustainable competitive advantage and lead to profitability.

Original languageEnglish
Pages (from-to)1736-1742
Number of pages7
JournalProceedings of the International Conference on Industrial Engineering and Operations Management
Issue numberSEP
Publication statusPublished - 2018
Event3rd North American IEOM Conference. IEOM 2018 -
Duration: 27 Sept 201829 Sept 2018


  • Business competitiveness
  • Organizations
  • Service quality

ASJC Scopus subject areas

  • Strategy and Management
  • Management Science and Operations Research
  • Control and Systems Engineering
  • Industrial and Manufacturing Engineering


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