Tam (2004) found that if customers perceive that the value of the service they are receiving is high, they are likely to be highly satisfied. Other research by Dharmalingam (2011) produced findings that indicated that attributes of service quality have a positive correlation with customer satisfaction. The need for a higher level of service quality has grown by leaps and bounds due to the increasingly competitive environment, thus service quality acts as an essential strategy for survival and success (Ismail et al. 2006). Thereby, companies must always be mindful of customers and must constantly ask themselves questions such as; what do customers want from us?
Increasing goodwill: A more systematically developed Customer service policies will create a good reputation among customers. They will consider the product and the services of the firm is superior than other competitors. Customers will consider the firm as a consistent entity who provide superior goods and services consistently Customer needs analysis for the different types of customers Customers play a most crucial part in business. Actually they are the actual boss in the firm.it is more true for hotel and restaurant business. Whether a firm produce quality product is judged by customers and they are the actual sources of revenue for the firm.
B. Quality customer service requires meeting and exceeding the presumption of others by interacting in a cordial and positive way. C. According to (Sparks, 1992) “…customer service is all about attracting, retaining and enhancing customer relationships”). VII. Retail customer service provides favorable chances to connect with customers and clients by utilizing Godly values that conform to scripture.
It can be inferred from these definitions that customers are the sole judges of service quality. If they perceive it to be good service, then it is. They assess the quality of service by comparing their expectation with perception. Bolton (1998), points out that service quality influences a customer’s subsequent behavior, intentions and preferences. When a customer chooses a provider that delivers service quality that meets or exceeds his or her expectations, he or she is more than likely to choose the same provider
Explain the impact of customer service on the performance of the business Customer service is key to business performance. It helps business’s retain or grow existing customers and win new customers. It builds a business’s reputation and trustworthiness. It also enables a business to be more efficient by improving processes and reducing the number of problems created for customers. With the ability to quickly adapt and handle customer concerns, customer service represents an area small businesses excel in, according to the University of Maryland 's Robert H. Smith School of Business.
They provide assistance to guest, fulfill their needs and meet their demands. As mentioned above, service quality is determined as the comparison that the customers make between the expectations about a service and the perception of the way that service has been delivered. Parsuraman et al. (1985) stated service quality as the function of difference between performance and service quality along with ten major dimension. In later research, Parasuraman et al.
Keeping service quality high enables a service firm to achieve customer loyalty and thus retain the existing customers as well as attract new customers to it. Advantages of customer retention is a crucial factor in a service’s growth and development for which reason the firm maintain understanding, meeting and delivering customer expectations as its primary goal. These are strategized as reference points. The customer’s perception about performance is based on these references by which he evaluates the service quality. A thorough understanding of customer expectations is indispensable to marketers.
SWOT analysis of Apple Inc..............................................................................................6-7 5. Conclusion and recommendation...........................................................................................8
Apple’s financial performance is one of the best among many companies. Company currently (end of 2012) holds about $10,000,000,000 in cash, which can be used for acquisitions, buying back company shares and other matters. It also has higher gross profit margin than its main competitors, which is equal to 43.9%. Company has no debt and is not directly affected by interest rates or credit markets. • Brand reputation.
In cases where multinational enterprises experienced a backlash of negative comments from the media and customers, it is crucial to work on garnering constructive customer feedback towards the brand. Ekinci and Wyatt (2011) mention that customer satisfaction is critical to ensure long-term success in business. Both compliments and complaints from customers play a crucial role in helping the enterprise to achieve continuing improvement. Constructive compliments help in identifying the strengths that should be further maintained or reinforced and for the best practices that are of particular value to customers to be communicated and implemented across a service organization (Wirtz, Tambyah &Mattila, 2010). Customer complaints are important too as they help the organization to determine the weaknesses of the company through customer service processes, products and policies.