Service Quality
Service Quality
Definition of Service
Service is largely intangible and is normally experienced simultaneously with the occurrence of production and consumption. It is the interaction between the buyer and the seller that renders the service to customers (Groonroos, 1988).
Kotler & Keller, (2006) defines service as any act or performance that one party can offer to another that is essentially intangible and does not result in the ownership of anything.
Services refers to “economic activities offered by one party to another, most commonly employing time-based performances to bring about desired results in recipients themselves or in objects or other assets for which purchasers have responsibility” Lovelock and wirtz (2007 p.15) cited in Nimako and Azumah, (2011).
Some scholars however contend that service and services have different meanings (Solomon et al. 1985). Whilst “service” involves the whole organizations performance in providing the customer with a good experience, “services” implies something that can be offered to the customer. Needless to say, “services” definitions are outcome- related or directed at the value created since it is something of value delivered to a performance to meet customers’ needs Nimako & Azumah, (2011). In a typical banking firm, “services” may include specific services like: savings, current and loan account, money transfers, advisory services, electronic and SMS banking etc.
Service products associated with technologies can reduce transaction cost, switching rates and encourage customers to create services outcomes on their own (Bitner et al., 2002). Services in this era of heightening competition can serve as a competitive advantage when associated with physical goods. The unique characteristics of services present several marketing challenges. This therefore requires that marketers must adopt appropriate strategies to deal with these challenges.
Characteristics of Services
Services are distinguished from goods as they
Definition of Service
Service is largely intangible and is normally experienced simultaneously with the occurrence of production and consumption. It is the interaction between the buyer and the seller that renders the service to customers (Groonroos, 1988).
Kotler & Keller, (2006) defines service as any act or performance that one party can offer to another that is essentially intangible and does not result in the ownership of anything.
Services refers to “economic activities offered by one party to another, most commonly employing time-based performances to bring about desired results in recipients themselves or in objects or other assets for which purchasers have responsibility” Lovelock and wirtz (2007 p.15) cited in Nimako and Azumah, (2011).
Some scholars however contend that service and services have different meanings (Solomon et al. 1985). Whilst “service” involves the whole organizations performance in providing the customer with a good experience, “services” implies something that can be offered to the customer. Needless to say, “services” definitions are outcome- related or directed at the value created since it is something of value delivered to a performance to meet customers’ needs Nimako & Azumah, (2011). In a typical banking firm, “services” may include specific services like: savings, current and loan account, money transfers, advisory services, electronic and SMS banking etc.
Service products associated with technologies can reduce transaction cost, switching rates and encourage customers to create services outcomes on their own (Bitner et al., 2002). Services in this era of heightening competition can serve as a competitive advantage when associated with physical goods. The unique characteristics of services present several marketing challenges. This therefore requires that marketers must adopt appropriate strategies to deal with these challenges.
Characteristics of Services
Services are distinguished from goods as they