Measuring Customer Satisfaction of Textile Chemical By Using Servqual Approach : A Case Study of Bangladesh

In the recent world business has become more competitive where customer satisfaction plays an important role to survive in the market. To gain a higher level of customer satisfaction servqual factor is a must. Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectation. It is seen as a key performance indicator within business and is part of the four of a Balanced Scorecard. In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. The framework will provide the researcher with a guide on how to develop the service quality instrument to be implemented in this study. The development of framework has to start from an initial idea and concept. In this case of implementing service quality, one can start by trying to analyze the range of options available such as development of service quality dimensions as well as the existing models of service quality. The researcher discussed at the service quality. Fifteen corporate clients were selected for interview through convenience sampling techniques due to the time and cost constraints. Self- administered questionnaire was the instrument for collection of primary data. The findings of the study provides a broad based framework for the researchers in the years to come