service quality
Service quality on motor bike manufacturing sector in hero honda....................... .... with performance. [1]
A business with high service quality will meet customer needs whilst remaining economically competitive. [2] Improved service quality may increase economic competitiveness.
This aim may be achieved by understanding and improving operational processes; identifying problems quickly and systematically; establishing valid and reliable service performance measures and measuring customer satisfaction and other performance outcomes. [3]
Definition
From the viewpoint of business administration, service quality is an achievement in customer service. [4] It reflects at each service encounter.
Customers form service expectations from past experiences, word of mouth and advertisement. In general, Customers compare perceived service with expected service in which if the former falls short of the latter the customers are disappointed. For example, in the case of TAJ Hotels, Resorts and Palaces , wherein TAJ remaining the old world, luxury brand in the five-star category, the umbrella branding was diluting the image of the
TAJ brand because although the different hotels such as Vivanta by Taj - the four star category,
Gateway in the three star category and Ginger the two star economy brand, were positioned and categorised differently, customers still expected the high quality of Taj from all their properties.
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Measuring service quality
Measuring service quality may involve both subjective and objective processes. In both cases, it is often some aspect of customer satisfaction which is being assessed. However, customer satisfaction is an indirect measure of service quality. Measuring subjective elements of service quality
Subjective processes can be assessed in characteristics (assessed be the SERVQUAL method); in incidents
A business with high service quality will meet customer needs whilst remaining economically competitive. [2] Improved service quality may increase economic competitiveness.
This aim may be achieved by understanding and improving operational processes; identifying problems quickly and systematically; establishing valid and reliable service performance measures and measuring customer satisfaction and other performance outcomes. [3]
Definition
From the viewpoint of business administration, service quality is an achievement in customer service. [4] It reflects at each service encounter.
Customers form service expectations from past experiences, word of mouth and advertisement. In general, Customers compare perceived service with expected service in which if the former falls short of the latter the customers are disappointed. For example, in the case of TAJ Hotels, Resorts and Palaces , wherein TAJ remaining the old world, luxury brand in the five-star category, the umbrella branding was diluting the image of the
TAJ brand because although the different hotels such as Vivanta by Taj - the four star category,
Gateway in the three star category and Ginger the two star economy brand, were positioned and categorised differently, customers still expected the high quality of Taj from all their properties.
.............
........... ,,,,, ...
Measuring service quality
Measuring service quality may involve both subjective and objective processes. In both cases, it is often some aspect of customer satisfaction which is being assessed. However, customer satisfaction is an indirect measure of service quality. Measuring subjective elements of service quality
Subjective processes can be assessed in characteristics (assessed be the SERVQUAL method); in incidents