Service quality
Service quality can be delimiting as the comparison of service expectations from customers with companies’ actual performance perceptions. (Zeithaml, Berry and Parasuraman, 1990) In order to achieve perennial loyalty from customers and other considerable financial outcomes and creating new enterprise opportunities and find out new trends demands of the customers may also improved by the detection of services. (Kruse et al, 2010) Delivering high quality service in store become an elementary strategy for a company. (Zeithaml ,Berry and Parasuraman, 1996) Moreover, organizations and firms are struggling to achieve the strategic competitive advantages by offering high levels of quality service in obtain satisfaction from customers.
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Increasing and improving satisfaction of the customers can be occurred in achieving customer expectations by offer high level of customer services. Retailers have to deliver excellent customer services to their customers in order to obtain customers’ expectations. (Lusch et al., 2011) The capacity of build high level of satisfaction is important for a firm in developing better relationship with customers and creates greater product differentiation. (Deng et …show more content…
Furthermore, it is showing that the outstanding satisfaction becomes the most significant factors of customer’s loyalty by the scientists. (Picón, Castro and Roldán, 2014) Therefore, develop potential customers in to loyal customer can increase company’s profitability in both enhance revenues and reduce the cost. That is, it creates the influence in lower the sensitivity of customer-price, and also shortens the costs of customer’s services with service delivery. (Reicheld and Sasser,
Zeithaml, V., Parasuraman, A., & Berry, L. (1990). Delivering quality service: balancing customer perceptions and expectations. New York, New York: Simon and Schuster.
Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have many skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service. However, being known for good customer service will attract customers. It will also attract customers who are usually hard to reach.
Close to the Customer: Customer satisfaction is very important throughout all the roles that the business plays. Many companies forget about their customers, whereas successful companies have an obsession with their customers. Excellent product quality and reliability will make a satisfied customer. Great service will keep the customer coming back.
a) Good customer service is a critical component of a quality product. Collier (2011) states that service needs to be consistent, continuous, thoughtful and available. These are crucial in meeting and exceeding customer expectations. Collier also continues on to state that staff providing customer service must have appropriate skills, knowledge and personal attributes to execute a high standard of service. These skills have been identified by Collier as listening skills, punctuality, courtesy, integrity and grooming. The skills and qualities identified are reflected by the five key components of customer service tangibles, reliability, responsiveness, assurance and empathy. The five components have been provided by the SERVQUAL service measuring
The more profitable firms are those that are able to maintain their most valued customers throughout time. To satisfy a customer means to make him faithful and customer satisfaction becomes the index that measures the ability of the firm to produce income for the future.
...stomer service is essential in any organization. Its importance has positive implications on the business. Having an excellent customer service will motivate the organization’s employees. This will result in a win-win situation because a happy employee is a productive employee. When a motivated employee helps customers he/she will ensure that the customers are satisfied in a way that exceeds their expectations. These customers will then go out in to the public and share their experience with friends who will eventually patronize the business. In the long run the business gains more customers and increases its profits. Therefore, every organization should attempt to implement and preserve an excellent customer service strategy. This will give the organization a competitive edge above other organizations and establish a reputable image every business entity long for.
Customer satisfaction is the overriding factor for the successful operation. Sales of the supermarket can grow when it makes its customers satisfied with the goods or services by best policy to fit customers’ requirement. So, it can be told that customer satisfaction is followed by customer revisiting or repurchasing. They can also tell their acquaintances about products or services as good. Customer satisfaction and sales might be linked directly, companies have to check the factors periodically such as quality, schedule, layout, inventory and so on to lift customer satisfaction because even small factors that employees didn’t recognize can affect consumer satisfaction enormously.
I. Although many business owners focus quite extensively on increasing sales, A vital ingredient which is critical to the success of any business process is that of customer service. This method relates to the service that a company or organization offers before, during and after purchase. The aspects of customer service are so essential that it perhaps needs to be at the heart of any business organization. A. Thesis Statement: Having good customer service is vital to improving the atmosphere of business and keeping loyal customers.
Customer service is constantly evolving. A few decades ago, businesses considered customer service an unnecessary expense. Now, companies view it as a competitive advantage in the marketplace. Research reveals that “80% of CEOs believe they deliver a superior customer experience, but only 8% of their customers agree”.
Customer service has been around for many years. When customer service first came into place in the business world, it was in stores. In society today customer service is with any job with any company. “Customer service is not a department, it’s everyone’s job. -Anonymous”. (Walter). Customer service is taking care of your customers. Every customer needs to be treated the same with excellent customer service no matter the business or the age of the customer. All employees need to adapt to each customers’ needs in order to provide the best experience possible.
To deliver the products and services in a way that exceeds the expectation of the customers, the organization must maintain the quality of services or products. Quality of Services is one of the major contributors in Service Management Excellence. So, the proper quality of services and products can be determined through service design and proper delivery process.
(1) efforts to improve the quality of their services, and (2) efforts to market themselves more effectively. Both service quality and services marketing have received considerable attention from researchers over the years and the application of these concepts in the service settings is therefore not surprising (Parasuraman et al., 1985; Rust and Oliver 1994; Zeithaml et al., 1990). One evidence of the importance of service quality and service
Overall customer satisfaction is the key performance variable in our study and is measured against the determinants of customer satisfaction – customer experience, customer trust and confidence, customer compliance process, customer awareness and customer perception. This leads us to the empirical analysis of the model and its variables.
The Service Management Excellence is not a short term phenomenon. It provides principles and techniques that will endure in the long run. Excellent service is not a yoke; it is imbedded in the way exceptional organizations ...
There are many description and theory of customer loyalty. We should research and compare which theory is suitable for our business.