Quality in Services

5877 Words Nov 6th, 2008 24 Pages
What is Quality?

"The totality of features and( characteristics of a product or service that bear on its ability to satisfy stated or implied needs."
-Kotler

“Quality must provide goods and( services that completely satisfy the needs of both internal and external customers. Quality serves as the "bridge" between the producer of goods or services and its customer.”
-Johnson & Weinstein

“Quality is( consistent conformance to customer’s expectations.”
–Stack et al

( “Quality is a predictable degree of uniformity at a low cost with a quality suited to the market.”
-Deming

“Higher quality has a beneficial( effect on both revenues and cost.”
-Gummesson

Why Quality Matters?

In this increasingly competitive world,
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Team efforts play an important role. Effective implementation of service quality is possible trough excellent internal marketing program one of the approaches is total quality management (TQM).

3) Monitoring Service Quality:

In order to monitor service quality various tools and techniques are used, they are:

1. Statical Tool,
2. Quality Function Deployment,
3. Internal Performance Analysis,
4. Customer Satisfaction Analysis. Research Model

Perceived service quality as a customer-based performance measure: An empirical examination of organizational barriers using an extended service quality model was done by A. Parasuraman, Leonard L. Berry, Valarie A. Zeithaml.

Perceived service quality as customer-based performances measure is also known as SERVQUAL Model. This study empirically examines organizational barriers to delivering high-quality service performance as measured by customer perceptions and expectations. Using the extended service-quality model developed by Zeithaml, Berry, and Parasuraman (Journal of Marketing, 52, 35-48) as a conceptual framework, five specific propositions implied by the model and by earlier studies contributing to its development were tested. Such testing required a complex research design involving five service companies as well as samples of customers, contact employees, and managers from each company. The results have
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