Exploring the significance of service quality in achieving customer satisfaction

Khathutshelo Mushavhanamadi, Casendra Sehlare

Research output: Contribution to journalConference articlepeer-review


Service quality in today's business industry is one of the most important aspects to meet customer needs and exceed their expectations. For the organization to offer good service quality, it starts with motivating and empowering employees. If employees are not motivated, this will lead to bad customer service but if employees are recognized at their workplace this will lead to customer satisfaction and loyalty. Organizations that offer good service quality to their current customers, make profits, acquire new customers, and also achieve competitive advantage. The purpose of this research was to analyze the service quality of Engen Petrol Station by focusing on the frontline employees and also getting feedback from their customers on how well do the employees of the branch meet their needs. The objective was to identify problems and give recommendations. Problems were identified in the management whereby they don't give enough motivation and also empower their employees. The other problem was also employees' not meeting customer needs.

Original languageEnglish
Pages (from-to)897-908
Number of pages12
JournalProceedings of the International Conference on Industrial Engineering and Operations Management
Issue numberJUL
Publication statusPublished - 2018
Event2nd European International Conference on Industrial Engineering and Operations Management.IEOM 2018 -
Duration: 26 Jul 201827 Jul 2018


  • Customer satisfaction
  • Service quality
  • South African engen petrol

ASJC Scopus subject areas

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


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