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.
The customer’s perceptions of service quality are therefore the main feature in his service quality model and secondly, the determinants of what influence service quality are also included. The model emphasizes that the interaction between the buyer and seller in a service setting is as important as the eventual outcome. The basic principle in his model is that service quality is dependent on the comparison of two variables: the expected service from customers and the actual service as perceived by them. The outcome of this comparison process will then be the perceived quality of the service. It should be noted however, that this model measures service quality through performance scores only after recognizing the difficulties in making independent measurements of customer’s
According to Barksdale and Darden(1971),it stated that the customer focus represent on identifying the customers’ needs and satisfying them in meeting the organizational goal. It is one of the marketing strategy as it would help in achieving a better success for the consumers. Therefore, the process of linking this strategy to the customer could be divided into two steps: (a) identifying the core process, defining the key outputs of these processes, and defining how much cost or profits could be reduced or increased; (b) identifying and defining the customer needs, requirements, and expectation (Banuelas and Antony, 2002 cited by Tritos, 2005). Therefore, we need to build up relationship with them in order to know what they want and able to satisfy their needs. The construct of customer focus is a staple of relationship marketing, which refers to “the process of identifying and establishing, maintaining, enhancing, and when necessary terminating relationships with customers and other stakeholders”(Gronroos, 2004 cited by Augustine, 2011).
When consumers assess product or service quality, it is performed according to internal standards, actually the expected quality of service. Therefore, the expectations are internal standards upon which the consumer ranks the quality of delivered service (Ljubojevis, 2004). 2.4.1 Service quality Service quality is defined as a comparative function between consumer expectations and actual service performance (Parasuraman et al. 1985). It is further explained that service quality is an ability of an organization to meet or exceed customer expectations.
Last of all, Value-in-use is customer’s perceived value during the usage or consumption of a product (Woodruff, 1997) and it occurs in two stages such as purchase and consumption experience. On the other side, value proposition in anticipation and remembering stages of experience may not be sufficiently explained by previous approaches and according to holistic experience perspective, value should be provided in every stage of experience. Thus, in this study the concept of value will be used as perceived value of the customer in every stage in of his experience (Turnbull,
According to Larry (1997) quality of service is a perceived judgment resulting from an evaluation process when customer compares own expectations with the service has been received. Customers have now become more aware of their rights and the value of their opinion in the market
This chapter will discuss the secondary data that has been collected by the researcher during the course of the research. The secondary data that has been summarized and analyzed in this chapter present the conceptual framework for this study. The conceptual framework has been important in creating the methodical framework for this research. The results in the literature review have helped the researcher in creating the survey questionnaires and interview questions that have been used to manage the primary data. This chapter demonstrates a variety of theories and models of customer satisfaction and the significance of review customer needs.
The author describes the satisfaction, reviews the diversity of its definition, compares it to the related concepts, analyses the dissatisfaction as the opposition to satisfaction. Oliver describes basic mechanisms of satisfaction, attributes, features and dimensions. He pays some attention to such important factor as customer perception of quality and describes the interrelation between satisfaction and quality, customers ' retention/repurchase and loyalty. Describing the loyal customers, he writes: "Loyal customers repeatedly purchase products or services. They recommend a company to others.
Question 2: Discuss the concepts customer satisfaction, customer value and customer relationship in a manner that clearly explain the differences between these concepts as well as the alignment between these concepts in your business. Make use of practical business examples to highlight the meaning. (25) Customer value is the benefit that the customer believes that they receive from our product or service, as discussed above. * Customer satisfaction is critically hinged upon the ability to deliver an acceptable level of value to the customer in a consistent manner. Customer satisfaction is the measure of how our product/service meets the customer value expectations.
A service encounter pertains to the one-on-one interaction between the customer and the service provider. According to Andrew M. Farell (2001), the customer evaluates what have happened during the encounter and the service quality of the business is defined. The behavior of the employees is evaluated by the customers. Rather than on employee’s belief, thinking and his personal behavior as an individual, a customer assesses on how the employee follows the behavioral implementation that an organization provides. If the employee is agree on the set of behavior an organization ask them to do then the former would perform well the assigned task.