Quality Function Deployment And Service Quality Essay

2445 Words Jul 9th, 2015 10 Pages
STRATHMORE BUSINESS SCHOOL

MASTERS IN BUSINESS ADMINISTRATION

MBA 8203: OPERATIONS MANAGEMENT STRATEGY

GROUP ASSIGNMENT: CONCEPT PAPER

QUALITY FUNCTION DEPLOYMENT AND SERVICE QUALITY IN COMMERCIAL BANKS IN KENYA

Peter OMWENGA
JOY GAKUNGI
WINNIE WAMBUGU QUALITY FUNCTION DEPLOYMENT AND SERVICE QUALITY IN COMMERCIAL BANKS IN KENYA
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;…
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