Essay On Quality Of Service
10. Objectives of the study
The purposes of the study are formulated as follow based on the broader research question state above.
1) To assess the quality of services offered by United Motors Lanka PLC (Kandy) to its customers
2) To identify the service areas which need to be improved
3) Is there an impact of customer satisfaction on vehicle sales and services?
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11. Literature review
As discovered by Parasuraman et al (1985), the unique characteristics differentiate services from physical possessions are, intangibility, inseparability, heterogeneity, and perishability.
11.1. Service
According to Gronroos (2001), goods are most tangible (an object) while services are more of an act (a deed, performance or an effort) and one of the most important and unique characteristics of services is that services are process, not things, which means that a service organization has no
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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. The functional aspect concern “how” service is provided while the technical aspect concern “what” service is provided. The “what” is received by the customer as the outcome of the process in which the assets are used, i.e. the technical or outcome quality of the process? However the customer also perceives how the process himself functions, i.e. the purposeful or process quality dimensions.
11.5. Customer Service and Service
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