Service Quality, Customer Experience And Its Effect On Satisfaction

The main objective of the study was to examine service quality, customer experience and its effect on satisfaction using Kevys Limited-Kumasi as a case study. The specific objectives of the study were to: Examine the relationship between responsiveness and customer experience. Analyse the relationship between assurance and customer experience. Examine the relationship between tangibility and customer experience. Identify the relationship between reliability and customer experience. Determine the relationship between empathy and customer experience. The study adopted a descriptive study approach and was purely quantitative in nature. The target population of this study comprised all customers of Kevys Limited - Kumasi. Three hundred (300) customers were however sampled out for the study. A combination of convenience sampling and the judgment sampling (where customers who are good prospects for accurate information were selected), was adopted for this study. Questionnaires were used as