The present paper aims at the presentation of existing theories on service quality, satisfaction and loyalty. The competition among institutions and enterprises to obtain a larger market share and the customers’ efforts to achieve more satisfaction have led the enterprises to try to find a distinguished position in the market and the customers to find clues for the best suppliers. Achieving these goals is closely related to the examination of two concepts: goods’ quality and customer satisfaction. Study of these two concepts in service markets is more sensitive and more important due to the specific features of services; and has a particular importance for service providing organizations as well.

Full text: IJEIR_1006_Final.pdf