Parasuraman, Zeithaml and Berry defined the concept of service quality as “ a form of attitude, related but not equivalent to satisfaction that results from a comparison of expectations with perception of performance. An expectation are viewed as desired or wants of consumers, i.e., what they feel a service provider should offer rather than what the service supplier would offer. 3. Gronroos and Lehtinen (1985) believe that service quality consists of two generic types of quality technical (or output) quality and functional (or process) quality. The technical quality refers to the traditional quality control, as in manufacturing.
When perceived service quality is less than expected service quality customer will dissatisfied (Lovelock & Wirtz, 2011). According to the recent researches that there is a strong linkage between service quality dimensions and overall customer satisfaction (Palmer, 2001). Even definitive analysis too, service quality cannot be separated from the concept of customer satisfaction (Shah, 2012). Recent researches have shown that customer satisfaction have been influenced not only by perceptions of service quality but also by perceptions of product quality, and pricing factors as well as situational and personal (Zeithaml & Bitner, 2000). 1.2 The fast-food industry in
This measurement of service quality estimates the promises of banks and its execution from customers' point of view. Reliability is a very important factor of product quality in addition to the good personalized service, the attitude of the staff , the knowledge and the ability (Walker, 1990). Berry and Parasuraman (1991) reported that reliable service is the result of the continuous improvement. Similarly in another study, it is found that service reliability is the service “core” to most customers. So managers should use every opportunity to build
Service quality is achieving customer’s expectations wherein companies are able to give all the needs of its customers as well as resolving the problems encountered. Some companies unconsciously provide weak service because of heavy volume of transactions, unorganized procedures and their employees
Furthermore, according to Kotler and Armstrong (1997) quality has a direct impact on customer satisfaction and it is reflects the customer’s perception of service such as reliability, assurance, tangibility, empathy and responsiveness (Zeithaml et al., 1990). As many definitions of service quality agree that providing quality is to deliver what the customer requires (Randall and Senior, 1996; Crosby, 1979 cited in Ayala et al., 1996; Gitomer, 1998; Lau, 2005). Providing after sales service can develop a long-term relationship between service provider and customer, explained by Lau (2005). In despite an organization that just concern about the quality and ignoring the services may be a main cause customer switching to another organization. In the other point of view, product is easy to imitate but service is not due to based on quality and satisfaction of customer.
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.
Assurance ie., knowledge and courtesy of employees and their ability to convey trust and confidence; and 5. Empathy ie., individualized attention the facility provides to its customers. Finn & Lamb (1991) agree that the aforementioned constructs are important aspects of service quality, but Cronin & Taylor (1992) have been skeptical about whether these dimensions are applicable when evaluating service quality in other service industries. On the basis of their review of service quality literature, McDougall and Levesque (ibid), argued that there are two overriding dimensions to service quality. The first one being the core or outcome aspects (contractual) of the service, and the second being the relational or process aspects (customer-employee relationship) of the service.
The term service quality refers to the assimilation of two factors that is service and quality. Therefore, maintaining a perfect equilibrium, between the two factors would enhance the overall scenario. As opined by Bansal& Taylor (2012), service quality can be measured according
Process quality is umpired by the customer during service. Production quality is judged by the customer after the service is performed. 11.4. Characteristics of Service Quality Service quality is based on multiple dimensions (Parasuraman et al, 1985). And Gronroos (2001) identified two service eminence dimensions, the functional feature and the technical aspect.
Service quality is an important antecedent of customer satisfaction, (Zeithaml and Bitner, 2003). The deliverance of quality services to customers is the competitive advantages of any service giving companies, Parasuraman, et al (1985). The quality of services offered by a company determines the customer satisfaction and long term loyalty ( Naik et al,