Service marketing researchers all agree that the terms satisfaction and quality are interchangeable.

Question

Quizplus · Accepted Answer

While satisfaction and quality are related concepts in service marketing, they are not interchangeable. Quality refers to the level of excellence or superiority of a service, while satisfaction is the degree to which a customer's expectations of a service have been met. A service may be of high quality but still not satisfy a particular customer, and vice versa.

Service Marketing Researchers All Agree That the Terms Satisfaction and Quality