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Quality counts in services, too

Qualities have explained in various terms but everybody defined it on many ways.
According to author Christian Gronroose they distinguish the idea of realationship betweenwhat
is deliver and how it is deliver. And according Jarmo Lehtinen service quality in term of
process quality and output quality. Process quality judge by customer during the services
and output quality is judge by customer after the services performed it.

Reliability it involves consistency of performance and dependability. It means that the


firm performs the services right the first time.
Responsiveness it concerns the willingness and readiness of employees to perform
services.
Competence it means possession of the required skills and knowledge to perform the
services.
Access it involve approach ability and ease of contact.
Courtesy it involves politeness, respect, consideration, and friendliness of contact
personal.
Communication it means keeping customers informed in language they can understand.
Credibility it involves trustworthiness, believability, honesty.
Security it is the freedom from danger, risk or doubt.
Understanding the customer involves making the effort to understand the customers need.

What are service quality and its concept?


According to customer perception of service quality result from comparing expectation prior to receiving
the services and actual experience with the services. Service quality is of two types. First there is the
quality level at which the regular service is delivered. Second there is the quality level at which
expectation and problem are handled.

Some problems occurs unservice quality:


Goods are manufactured in the factory then sold then consumed. For many services the
sequence is reversed. First the service is sold, than it produced, often in the presence of
the customers. Frequently, production and consumption are inseparable.
In each of the companies we studied the quality of services the consumer received
depended in part on the quality of operation support the service personnel received.
Communication gap were a major factor in service quality problems surfacing in our
research. These gaps are of several types first is when the firm is overpromises. Another
is when the firm fails to stay in touch.
Another source of service quality problems is too much newness in the service line too
many new services too much added complexity with existing services.

Some methods for improving service quality:


Improving service quality begins with the company using research to identify the quality
determinants most important to market segments of interest.
Closely associated with the notion of managing expectation is the notion of managing
evidence. While the former is concerned with assuring the realistic expectation prior to
the service situation.
A services firm can enhance its credibility for being on the customers side by helping
consumer side by helping consumer through education. More knowledgeable customers
are likely to make better decision, leading to greater satisfaction.

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