Customer Service Approach on Determinants of Marriage Satisfaction

Abstract

Satisfaction is a universal concept that can be seen as important in marriage institution. In organization customer satisfaction, it is one of the main goals to be achieved; this could be similar in the marriage relationship whereby couples are searching for their marriage satisfaction. To achieve it, spouses need to have their own strategy and to work on it. Moreover, there are a few factors that determine satisfaction in marriage life. Previous research on the service dimension in marriage life has found the new perspective and similarity. Nowadays we can see the increase in the divorce rates and all parties should take it seriously so that it will not become a social problem in society. The main purpose of this study is to identify determinants of marriage satisfaction by implementing the customer service approach and focusing on customer satisfaction dimension towards marriage satisfaction. This research was conducted using a set of questionnaire to 190 married couples, whereby five Likert-scale questionnaires used as an instrument to gather the data. Majority respondent agreed that "reward" is the most factor dimension that influence on marriage satisfaction. In general, results indicate five dimensions that were correlated with marriage satisfaction, namely, reward, communication, behavior and responsiveness, activities and productivity. Married counselors and couples should be aware regarding this new perspective on customer service dimension so that improvement in marriage relationship can be achieved.