Customer Expectations And Perceptions Of Service Quality Essay

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The primary purpose of the survey was to ascertain how customers perceived National’s quality of service

Brandy and Cronin (2001) introduced their own dimensions of service quality which are 1.) service environment, 2.) customer-employee interaction, and 3.) service outcome. These dimensions are considered the sources of quality of a service. Different dimensions of service quality have been introduced and accepted in past researches and studies but the 5 dimensions of Zeithaml et al., (1988) were proved to be the most reliable and credible. One of the most important strategies service providers can use to position themselves effectively in a competitive environment, and to distinguish themselves from competitors, is to provide and improve service quality to ensure the customer satisfaction (Cronin & Taylor,

Excellence in customer service is the objective of all organisations wishing to be successful. However, there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their expectations.

The key to ensuring good quality service is meeting or exceeding what the customers expect from services. Judgements of high and low quality depend on how customers the actual service performance in the context of what they expected. Service quality, as perceived by the customers, can be defined as the extent of discrepancy but customers’ expectations or desires and their

Therefore, measuring this service quality will lead to the customer satisfaction through measuring quality dimension to evaluate the services and to measure the gap between customer perceptions and expectations, any bank that fails to surpass customer expectations and meet customer satisfaction will not be able to compete with other banks. It is the most difficult challenge for a bank that its customers transfer their accounts to rival banks because of better services. Five dimensions of SERVQUAL have been developed for the service sectors: assurance, empathy, reliability, responsiveness and tangibility (Van Iwaarden et al.,

The outcomes of this report shows all service quality dimensions are positively correlated with customer satisfaction and loyalty indicating quality banking service as a necessity for establishing and having a satisfied and loyal customers. As to the correlation result, assurance and responsiveness are the leading factors of

Question #1: In this section you were told that customer service relates to the level of service an organization offers to its customers. The title of this Module is “Manage Quality Customer Service.” What does “quality customer service” mean?

Party Rental Ltd began as a secondary line of business for Oprandy’s Liquor store in Englewood, New Jersey. Oprandy’s provided an additional service to customers who were picking up wine and beer for their house parties by renting tables, chairs, and glassware. In April 1972 it was expanded into a larger scale rental business with more appropriate items. A year later they moved into a 10,000 square foot facility. In august 2006, it was relocated to a 350,000 sq. foot corporate headquarters in Teterboro, NJ where they currently reside. However, there also are smaller subsidies in Pennsylvania, the Hamptons and Maryland. Although, there is a written mission, core values and philosophy, they are only posted and pop up on our computers daily.

Servicing companies offer an intangible product that cannot be touched or seen. Defining quality can be difficult with services. Since services is an experience, perception defines the quality of services (Reed & Sanders). Time and consistency are very important perceptual factors for measuring quality in a

CK Products is a manufacturer and distributor of cake, pastry and candy products, accessories and tools based in the United States. The company currently sells to a variety of domestic and international markets to varying degrees. Puerto Rico is the current single largest global import market for confectionery products and accessories; accounting for 20% of total sales in 2014 for CK Products (Major, 2016). The value chain in its current form provides little quality control to CK Products for goods shipped and sold in Puerto Rico. This paper will explore the challenges and opportunities of CK Products opening a manufacturing and distribution facility in Puerto Rico in order to maximize customer satisfaction, quality control, and revenue.

Consumer satisfaction is the core goal of most organizations and companies, as customer satisfaction leads to successful organizations. One measure of customer satisfaction is service quality. In service quality, customers compare the quality of the product after usage to that of their expectations before usage and indicate whether or not they were satisfied with the products or services purchased. Customers evaluate service quality by comparing the service provider’s actual performance “perception” with what they think service performance would be `expectations’ in their service experience (Gronroos, 1992). Customers judge products on the effect they have on them after use, and if the effect is not the desired one, customers tend to turn to other products from competitors. Organizations have to identify service quality if they are to stand a chance with customers, and banks are no exception especially because service quality affects their quality, productivity and profitability. Delivering high service quality is considered an essential strategy for success and survival in this competitive environment (Clow and Vorhies, 1993;

Service quality represents a fundamental aspect of delivery, which strongly influences consumer satisfaction and, as a result, loyalty. In today’s global market a customer’s service expectation has to be met and exceeded eventually in order to retain customers as well as achieve success. Perceived quality of a product or a service is becoming one of the major competitive factors in the business world and has led to the innovation of the ‘Quality Era’ (Peeler, 1996). In simple words, the comparison of customer expectations with service performance is service quality. On the other hand, customer satisfaction is defined as a pleasurable fulfilment response toward a good, service, benefit, or reward (Oliver, 1997). Both of these

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3: Presenting quality service ; "Service quality is a focused evaluation that reflects the customer 's perception of specific dimensions of service: reliability, responsiveness, assurance, Empathy, tangibles. Satisfaction, on other hand, is more inclusive: it is influenced by perceptions of