Customer expectation and satisfaction
Introduction
The purpose of this report is to show and understand the customer’s expectations while consuming a service and the satisfaction level of the customer. In this case, a consumer experiences a particular service at a hairdressing saloon. The customer expectations are compared with actual outcome. In addition, the report also defines and explains SERVQUAL and relates it to the service diary.
The service dairy is made to show the importance of a service to a customer and it provides information related to the expectations and what really happened during the consumption of the service. Hence, it is possible to analyze the satisfaction level of each element as well as the service quality of the service.
Customer service includes task-orientated actions that involve interactions with clients in person or by technology for the purpose of service ‘manufacture’, ‘delivery’ and service support (Lovelock 2011). The service standard of a firm is very important in response to competitive pressures. Firms should be able to convert consumer’s expectations into specific behaviors and actions. For the customer service of an organization to be good, it needs to have good and reliable employees.
The report analyses the experience that happened at A-saloon, a hair saloon with details about the customer and the pre-consumption stage, consumption stage and post-consumption stage. It relates the customer’s expectations before the service and what happened during the consumption, whether the consumer’s expectations were met or not and satisfaction of the customer, whether the consumer is satisfied about the service of A-saloon.
Analysis and recommendation
SWOT Analysis
Strengths
One of the strengths of A-Saloon is its location. People get easy access to the area through bus and train even if they do not drive there. In addition, it is located in a shopping gallery. Therefore, customers would go for haircut and shopping at the same time,
The purpose of this report is to show and understand the customer’s expectations while consuming a service and the satisfaction level of the customer. In this case, a consumer experiences a particular service at a hairdressing saloon. The customer expectations are compared with actual outcome. In addition, the report also defines and explains SERVQUAL and relates it to the service diary.
The service dairy is made to show the importance of a service to a customer and it provides information related to the expectations and what really happened during the consumption of the service. Hence, it is possible to analyze the satisfaction level of each element as well as the service quality of the service.
Customer service includes task-orientated actions that involve interactions with clients in person or by technology for the purpose of service ‘manufacture’, ‘delivery’ and service support (Lovelock 2011). The service standard of a firm is very important in response to competitive pressures. Firms should be able to convert consumer’s expectations into specific behaviors and actions. For the customer service of an organization to be good, it needs to have good and reliable employees.
The report analyses the experience that happened at A-saloon, a hair saloon with details about the customer and the pre-consumption stage, consumption stage and post-consumption stage. It relates the customer’s expectations before the service and what happened during the consumption, whether the consumer’s expectations were met or not and satisfaction of the customer, whether the consumer is satisfied about the service of A-saloon.
Analysis and recommendation
SWOT Analysis
Strengths
One of the strengths of A-Saloon is its location. People get easy access to the area through bus and train even if they do not drive there. In addition, it is located in a shopping gallery. Therefore, customers would go for haircut and shopping at the same time,