AN EMPIRICAL INVESTIGATION OF THE RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION IN MULTINATIONAL CORPORATIONS IN CHENNAI

Abstract

Service quality has become a real key factor in customer satisfaction and how organizations succeed in this competitive global market. Multinational corporations (MNCs) operate in different geographical and cultural settings, which makes delivering consistent, high-quality services a strategic focus. This study dives into the connection between service quality and customer satisfaction within MNCs. Using the SERVQUAL model, it looks at five dimensions of service quality: tangibility, reliability, responsiveness, assurance, and empathy. A quantitative research approach was taken, gathering data from customers of selected MNCs through a structured questionnaire. Statistical methods, like correlation and regression, to evaluate how these service quality dimensions relate to customer satisfaction. Results show a strong positive relationship — reliability and responsiveness stood out as the key predictors. The study adds to existing literature by providing solid evidence of how service quality boosts customer satisfaction in multinational business settings.