Communication Skill of Service Provider as the Principal Determinant of Customer Satisfaction: A Case of Doctors’ Service
Indrani Majumder
Dr. Indrani Majumder, Assistant Professor, Department of Economics, Kanchrapara College, Kanchrapara, North 24 Pgs West Bengal, India.
Manuscript received on 21 February 2023 | Revised Manuscript received on 27 February 2023 | Manuscript Accepted on 15 March 2023 | Manuscript published on 30 March 2023 | PP: 6-11 | Volume-9 Issue-7, March 2023 | Retrieval Number: 100.1/ijmh.G1585039723 | DOI: 10.35940/ijmh.G1585.039723
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© The Authors. Published By: Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: Communication style is intensely influential on customers’ purchase probability, trust, satisfaction, perceived service quality, and perceptions of brand affection, competence, and attachment. Social interaction models suggest that when consumers engage in service interactions, they rely heavily on the communication style of the service personnel to form their evaluations, often lacking knowledge of service issues. Frontline service personnel represent the image of the organisation. The perception of customers towards the organisation is influenced by their experiences at the front line. A poor service delivery experience by a customer can negatively impact the organisation’s image, as the customer may share their negative encounters with others. Therefore, the organisation must ensure the quality of frontline services to maintain a positive image. The study suggests that employers should provide training to staff to improve their communication skills and foster favourable attitudes.
Keywords: Customer Satisfaction, Perceived Service Quality, Communication Skills, Favourable Attitudes
Scope of the Article: Communication Studies