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International Journal of Creative and Open Research in Engineering and Management

A Peer-Reviewed, Open-Access International Journal Supporting Multidisciplinary Research, Digital Publishing Standards, DOI Registration, and Academic Indexing.
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ISSN: 3108-1754 (Online)
Crossref DOI: Available
ISO Certification: 9001:2015
Publication Fee: 599/- INR
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License: CC BY 4.0
Peer Review: Double Blind
Volume 02, Issue 05

Published on: May 2026

A STUDY ON CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY IN MOULD TOOLING COMPANY

CHANDRASEKARAN H

Dr.M.Kotteeswaran

Department of Management Studies

Vels Institute of Science Technology and Advanced Studies
DOI:https://doi.org/10.55041/ijcope.v2i5.336

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Plagiarism Passed Peer Reviewed Open Access

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Abstract

Customer satisfaction is very important for companies now. People want products and good service from companies. They want to know that they can trust the company to deliver products on time and help them when they need help. So customer satisfaction is very important for companies that want to stay competitive. This study looks at how happy customersre with the service they get from a company that makes mould tools. The study uses the SERVQUAL framework to find out what customers think about the service. The SERVQUAL framework has five parts: Reliability, Responsiveness, Assurance, Empathy and Tangibility. The study wants to know how these parts of the SERVQUAL framework affect how happy customers are with the service from the company that makes mould tools.

The study just looks at the facts about customer satisfaction and service quality. It asks one hundred customers what they think about the service they get from the company that makes mould tools. It also looks at what other people have written about service quality and customer satisfaction. The study uses statistics to understand what the customers of the company that makes mould tools are saying about the service they get. What the study found out is that customers of the company that makes mould tools are pretty happy, with the service they get. They really like how responsive the company that makes mould tools is. There are an areas where the company that makes mould tools could do better with customer satisfaction and service quality. The study says that if the company that makes mould tools can get all these different parts of service quality working together it can make customers of the company that makes mould tools even happier and help the company that makes mould tools grow.

Keywords: - Customer Satisfaction, Service Quality, SERVQUAL, Manufacturing Industry, Industrial Customers, Reliability, Responsiveness.

How to Cite this Paper

H, C. (2026). A Study on Customer Satisfaction Towards Service Quality in Mould Tooling Company. International Journal of Creative and Open Research in Engineering and Management, <i>02</i>(05). https://doi.org/10.55041/ijcope.v2i5.336

H, CHANDRASEKARAN. "A Study on Customer Satisfaction Towards Service Quality in Mould Tooling Company." International Journal of Creative and Open Research in Engineering and Management, vol. 02, no. 05, 2026, pp. . doi:https://doi.org/10.55041/ijcope.v2i5.336.

H, CHANDRASEKARAN. "A Study on Customer Satisfaction Towards Service Quality in Mould Tooling Company." International Journal of Creative and Open Research in Engineering and Management 02, no. 05 (2026). https://doi.org/https://doi.org/10.55041/ijcope.v2i5.336.

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References


  1. Parasuraman, A., Zeithaml, V. A. And Berry, L. L. Wrote about SERVQUAL in 1988. It is a multiple-item scale that measures consumer perceptions of service quality. This was published in the Journal of Retailing volume 64 issue 1 pages 12 to 40.

  2. Cronin, J. J. And Taylor S. A. Did a reexamination and extension of service quality measurement in 1992. They published their findings in the Journal of Marketing volume 56 issue 3 pages 55 to 68.

  3. Anderson, E. W. And Sullivan, M. W. Studied customer satisfaction in 1993. Their research was published in Marketing Science, volume 12 issue 2 pages 125 to 143

  4. Kotler, P. And Keller K. L. Published a marketing management book in 2016. The book is in its edition and was published by Pearson Education.

  5. Malhotra, N. K. Wrote a book on marketing research in 2019. The book is titled Marketing Research: An Applied Orientation. It is in its 7th edition, published by Pearson Education.

  6. Grönroos C. Wrote a book on service management and marketing in 2001.

  7. The book is titled Service Management and Marketing: A Customer Relationship Management Approach. It was published by John Wiley & Sons.

  8. Hair, J. F., Black, W. C., Babin, B. J. And Anderson R. E. Published a book on multivariate data analysis in 2019. The book is in its edition and was published by Cengage Learning.

  9. Bitner, M. J. Evaluated service encounters in 1990. Her research was published in the Journal of Marketing volume 54 issue 2 pages 69 to 82.

  10. Zeithaml, V. A. Studied service quality, profitability and customer worth in 2000. Her research was published in the Journal of the Academy of Marketing Science volume 28 issue 1 pages 67 to 85.

Ethical Compliance & Review Process

  • •All submissions are screened under plagiarism detection.
  • •Review follows editorial policy.
  • •Authors retain copyright.
  • •Peer Review Type: Double-Blind Peer Review
  • •Published on: May 13 2026
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