Importance of supplementary services in the service sector on customer satisfaction

Abstract

Supplementary services, not directly related to the main service of a business, often have a great influence on customer satisfaction. The overall level of a customer satisfaction is the result of an interaction of all aspects of the service given and not only with those related to the essential service. The importance of the influence of supplementary services was investigated with a theoretical review about rendering services and customer satisfaction and complemented by a field survey of customers of a service company that promotes events for executives. Results obtained indicated that the influence of supplementary services is strongly related to overall customer satisfaction with the service rendered by this company.