Impact of Service Quality on the Customer Satisfaction: Case Study at Online Meeting Platforms

Abstract

As it’s known business rely on the customers it means the profitability of any company change depending on customer demand. Due to that, it’s necessary to treat customer as the king of the market. In another meaning, Customer satisfaction is very important issue to company’s product which it measures the level of probability between company’s product and customer belief in which the happier customer with quality and types of products more products and more profit will occur. The purpose of this project was to determine the Impact of technical and functional service quality on the customer satisfaction and loyalty. Though conducting a survey number of results was collected, and the results belong to their view about different types of platform which they used for online meeting and academic stuff. Different nationality participates in this project including (Kurdish, Turkish, Arabic, Turkmen, Indian, Pakistan, Uzbek, Nigerian and British) with having different position such as head of the faculty, instructor, academic staff, head of the department and etc. in number of universities in Kurdistan region of Iraq. As it’s shown in chapter three Excel software was used to calculate collected data through (co-variance, correlation and regression analysis) methods. And Based on the result fulfillment, privacy issues were affected the customer satisfaction and loyalty.

Keywords: Customer, Satisfaction, Service, Fulfillment and Effect