Final answer:
The review on service quality and customer satisfaction in SMEs involves analyzing different sources, including academic journals and government publications. Primary sources backed by credible, peer-reviewed secondary sources provide a robust understanding of how service quality impacts customer satisfaction. The review examines SMEs' service dimensions and their influence on customer perceptions.
Step-by-step explanation:
Conducting a literature review on service quality and customer satisfaction within the context of Small and Medium-sized Enterprises (SMEs) requires analytical assessment of various scholarly and credible sources. Literature suggests a close link between service quality and customer satisfaction, which ultimately contributes to business success in SMEs. Reviews and studies utilize different methods like surveys and interviews to ascertain service parameters influencing customer perception.
A selection of 5-10 credible sources, including academic journals, reputable websites, and government publications, is imperative for a comprehensive understanding. Each source should contribute uniquely to the facets of service quality, ranging from tangibles and responsiveness to empathy and reliability, that affect customer satisfaction levels.
When selecting sources, emphasis should be placed on those providing varied perspectives that support or challenge existing notions, furnishing a balanced view. Useful databases such as JSTOR or MLA International Bibliography can be instrumental in accessing peer-reviewed articles that offer profound insights into the dynamics of service quality and its impact on customer satisfaction. Annotated bibliographies and a rigorous research process ensure that the sources collated are relevant and enhance the arguments presented.
Ultimately, for a review that covers a subject as dynamic as service quality in the SME sector, using specific evidence from the primary sources to support the review's thesis, while incorporating secondary sources for additional context, ensures a well-rounded and credible literature review.