According to the service quality concept of SERVQUAL, the customer satisfaction can be extended to examine the impact of quality conformance and managerial knowledge on customer loyalty and customer satisfaction. The quality conformance can affect service delivery and customer perception, and then impact customer loyalty. In addition, the managerial knowledge can affect managerial perception of customer expectation; and customer expectation will be enhanced and then customer loyalty can be improved. Hence, the customer loyalty can be the common link between quality conformance and managerial knowledge. The customer satisfaction can then be linked with customer loyalty. The development of this model can be used for the improvement of customer satisfaction and be analyzed with respect to quality conformance and managerial knowledge.