According to the study of

According to the study of (Gnoufougou, Nakpakpere, & Bigou-lare, 2014) which had the variables of service quality and customers’ satisfaction. Service quality is the most vital and primary concern of businesses because this is what keeps the business to survive and gain profit. Under service quality variable are five factors identified by the researchers through the SERVQUAL (service quality) model: reliability, tangible, assurance, responsiveness and empathy. While customer satisfaction is the important and vital result of giving service for customers are the bloodline of a business. Satisfaction of customers is the main goal of every business in order to be successful and gain profit. The study had successfully gathered 200 informants of the research which are all customers of retail hotels, shops and banks in Togolese. This study’s purposes were to determine what service quality dimension would greatly affect the customers’ satisfaction in the services provide by the retail hotels, shops and banks in Togolese and the relationship between the service quality dimensions to the customers’ satisfaction which will then lead to the main purpose of the study which is to find the relationship between the service quality and customer satisfaction on retail hotels, shops and banks in Togolese. The researchers had found out that only three factors/hypotheses were correlated or relevant to the customers’ satisfaction which are reliability, assurance and empathy. As a conclusion, the researchers had stated that the five factors of service quality contribute to customer satisfaction and businesses should be aware of the importance of these factors which were based on their customer’s perception. Due to this, businesses will know what factor to target in order to satisfy their customers.