Assessment of customer satisfaction and service quality in service organizations with using the Delta Model (Case Study of private and public hospitals in Iran)

Managing and developing positive customer relationships is a critical factor in the success of service companies.The theoretical and practical interest of studying the effect of verbal communication toward customers is discussed. The adoption of sustainable development (SD) practices in the hospitality industry is meant to limit the negative impacts of this industry’s activities on natural and social environments, and to increase its benefit to host populations.This paper focuses on studying the relationship between customer satisfaction, measured by customer complaints, and the service quality of service companies personals like hospital personals. The study Statistical population includes 80 hospitals and related services sectors throughout Iran

Keywords:

Loyalty , Voice of the customer , Customer Satisfaction , Value Co-creation Process