Good Service Quality

Recent studies have found that service quality has been seen as critical for the success of organizations because of its close link with customer satisfaction (Parasuraman, Zeithaml and Berry,1985;Gilbert and Veloutsou, 2006)especially in the service industry.Factors influencing service quality can be grouped into tangibles and intangibles. Tangibles are the physical aspects of a restaurant, while intangibles include other factors such as assurance,empathy and responsiveness of staff(Qin et al.2010).Sometimes,it is clearly shown that good service quality can improve the level of customer satisfaction even though their product quality is fail to materialize.This essay argues that good service quality can compensate for poor product quality in

Based on the survey, most customers will focus on the reliability of restaurant because they believe that the higher reliability, the more consumer.The finding of the study reveals “Normal purchase” has positive relationship with “Reliability of restaurants” (Zheng Boyu,2003).Plymire (1991) pointed out that 91% of customer never have repurchase intention, and will continue to complain about the unpleasant experience for 8 to 10 people if they are not satisfied or uncomfortable in consumer services during the service. And most people believe their friends personal experience.So,when a friend complain the restaurant in his friend circle,the chances of his friends going to the same restaurant consumption will be greatly reduced.Therefore, if the food and beverage industry can enhance the quality of service factors which valued by consumers, they will be able to maintain a certain level of satisfaction that is benefit to maintain good relations with consumer. Furthermore,it will enhance consumer positive intention to reduce the negative intentions (such as: customer complaints, consumer transfer, etc.) .That is to say, improving guest satisfaction helps to improve the reliability of the restaurant, the regular customers and ultimately increase the re-circulation

Responsiveness is a significant component, which can create speed in a system (Duangpun,2004). The China's online shopping popular retail platform,Tao Bao, contains six major product: AliTrademanager,Taobao shop,Taobao Index,Taogango.cn,Taobao Fund and Amoy little. And the most popular product is the Taobao shop which have over 60 million regular visitors per day.The transaction process including: buyers establish Taobao account firstly,then buyers establish PayPal account and bind bank card (online banking),then buyers purchase goods in the Taobao shop,then buyers give payment to the Alipay.After payment is successful, the seller shipped.A few days later,buyer receives the goods, and this time,both sides evaluate each other on the website.Finally, the payment on the Alipay will transfer to the seller's account.These steps are interlocking because it is a complete transaction. Any link problems need to contact the seller, then the seller's need for timely responsiveness with good attitude.When customers find products received does not match the description of the site, they expressed strong dissatisfaction.In this case, the seller patiently explained and provide after-sales tend to make up for lack of products.It is clearly shows the positive responsiveness of the staff is the key which is necessary for solving problems and improve the efficiency of a system.Similarly,regardless