Customers perceive service in terms of tone, but how satisfied they are with the overall experience, is what defines their satisfaction. Whether the client is satisfied after purchase depends on the offer’s performance or the customer service in this case, in relation to the customer expectations. Yet, according to Zeithaml et al (2006) although service quality and client satisfaction are used interchangeably, there is indeed a distinction.
Customer Satisfaction is when the outcome of the service matches the expectations of the service. As pointed out by Looy et al (2003), even though they differ one is a part of the other. Zeithaml et al (2003) defines it as the customer’s evaluation of a ware or service in terms of whether the product or service has satisfied
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That is flexibility of working hours of the service provider, method of contact, and waiting time.
Communication - addresses how information is transmitted and received from customers among others, it entails empathetic listening, the use if common language, explanation of the service, its advantages and disadvantages.
Competence – it deals with the level of skills and knowledge of the service provider
Courtesy - it is indicated by friendliness and politeness of service provider(s).
Credibility - it is the trust that customers repose in the organisation and the staff providing the service.
Reliability - it implies the consistent performance or rendering of the right service at the right time, done right the first time.
Responsiveness - willingness and readiness of employees to provide immediate service.
Security - absence of danger, doubt and risk. It implies physical safety and confidentiality.
Tangibles - is the evidence that the service and the organisation are credible and trustworthy.
Understanding - refers to how well the organisation understands the expectations of its customers in their feeling about services being
Service quality is referred to a valuation of how good a delivered service meets the customer’s expectation. Upper management
SERVICE. We are committed to providing the best experience and enjoy positively interacting with everyone we meet. We genuinely care about every customer we see and do our best to find solutions to any problem that might come our way.
Today’s world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.
Service quality is defined as a comparison of customer expectations with service performance. The organizations with high service quality meet the customer needs and also remain most economical in terms of competition as improved service quality also makes the firm more competitive. High service quality is achieved by knowing operational process through identifying problems in service and defining measures for service performances and outcomes as well as level of customer satisfaction (Suneeta & Koranne, 2014).
Customer satisfaction is highly important to an organization as it leads to customer loyalty and
Today's world competition is very strong in every kind of businesses. Every organisations must provide high quality products or services in order to survive, however their competitors also providing the same or comparable products or services. An important way to an organisation to get an edge over its competitors is to provide extra service to satisfy and delight their customers, which can retain them and also gain new customers. Therefore the achievement of customer satisfaction must be a major objective in all organisations.
C. Quality: The degree to which a product or service meets customer requirements and expectations.
Satisfaction has been broadly defined by Vavra, T.G. (1997) as a satisfactory post-purchase experience with a product or service given an existing purchase expectation.
This chapter discusses literature review of theories and models and conceptual framework which is evidence of the study variables - Quality of service and customer satisfaction. The definition of Service, quality, customer satisfaction, the concept of quality of service, and the relationship between service quality and customer satisfaction is briefly discussed.
In communicating with customers, BestValue can communicate a consistent message of high-quality service in many ways. Reliability is described as consistent, accurate, and dependable when providing service. When requested by customers, the company should be able to oblige. BestValue should always be responsive. Training individuals in customer service will ensure that employees are ready and willing to assist customers when needed. Providing a guarantee that service will be stellar and prompt would convey assurance. The customer should feel as if they can trust BesValue. The business needs to portray that they care about
Competence is a person capability of performing the task successfully plus the results to go along with it. This key aspect is very important because it can make or break any organization. All a client or colleague has to do is look at your past results and it will speak for itself. An accomplishment will be your credibility whenever someone may question your capability.
(1) Quality of supplies delivered or services rendered, in terms of compliance with adequate specifications and statements of work;
Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in
It refers to the methods and process of providing a service and is hence essential to have a thorough knowledge on whether the services are helpful to the customers, if they are provided in time, if the customers are informed in hand about the services and many such
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