The Role of Servant Leadership and Service Excellence on Sustainability

Abstract

Service quality is the best matrix for evaluating consumer satisfaction in comparison between expectations and perceptions of service. However, in the business world, it is not enough to be in this position, we have to be competitive and number one, and one way to win the competition is to improve service quality, because increasing service quality will make consumers satisfied and loyal. There are several factors that can influence consumer satisfaction, namely service quality and product quality. From the above definition, it can be concluded that quality is a quality standard where each element is interconnected and can influence performance in meeting customer expectations.