Product and service quality, customer satisfaction and
profitability are closely related dimensions. A high level of
quality leads to greater customer satisfaction, which in turn
allows price raises and, quite often, also cost reduction. Previous
studies have shown a strong correlation between product quality and
profitability. This is a process where the input is quality and the
final output is a better economic performance. The link between
them is customer satisfaction The first step to analyze this
process is to verify the existence of this dependence. The aim of
this study will be to demonstrate, through an empirical
investigation, the existence of such a link validating the thesis
that customer satisfaction depends on quality. In addition, through
customer-based market segmentation, this study will aim at
identifying the socio-demographic and behavioral characteristics of
customers for whom quality has been crucial to their satisfaction
with the service received
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