File Name: a service quality model and its marketing implications .zip
The quality of the physical distribution service industrial purchasers receive from suppliers has been shown to be an important consideration in industrial purchasing decisions. To better understand the criteria used to assess physical distribution service quality, the authors examined the literature on physical distribution and service quality and conducted interviews with purchasing managers. Based on the results of the literature reviews and interviews, plus a two-step data-gathering process, a valid and reliable measurement instrument for perceptions of physical distribution service quality PDSQ was developed and refined.
A business with high service quality will meet or exceed customer expectations whilst remaining economically competitive. Improvements to service quality may be achieved by improving operational processes; identifying problems quickly and systematically; establishing valid and reliable service performance measures and measuring customer satisfaction and other performance outcomes. From the viewpoint of business administration , service quality is an achievement in customer service. Customers form service expectations from past experiences, word of mouth and marketing communications. For example, in the case of Taj Hotels Resorts and Palaces , wherein TAJ remaining the old world, luxury brand in the five-star category, the umbrella branding was diluting the image of the TAJ brand because although the different hotels such as Vivanta by Taj - the four star category, Gateway in the three star category and Ginger the two star economy brand, were positioned and categorised differently, customers still expected high quality of Taj. The measurement of subjective aspects of customer service depends on the conformity of the expected benefit with the perceived result.
The right way to start a discussion of service quality is to make an attempt first to differentiate service dimension from customer satisfaction dimension. Most scholars and researchers of services marketing agree that the term customer satisfaction is applicable for a short period, transaction specific measure, whereas service quality ensures through the long-term process and depends on firm's overall performance. A consistent set of satisfying experience can be built through providing the enterprise's high-quality service. The theory of service quality significantly proposed from two globally renowned schools of service management, the American school view by Parasuraman et al. The Nordic school enlightens the service quality on two impactful dimensions as functional and technical quality. Parasuraman et al.
In the present era, with increasing competition and demand from customers, the service industry has been raising the standards to meet the customer needs and expectations. It has been widely accepted by hotel industry that the front-office staffs play a significant role in creating greater number of satisfied customers, and they have the personality and behavioral attributes that are considered most important. It has been found that empathy is the highly expected attribute, whereas, tangibility is the perception of customers. In general, customers are satisfied with all the five factors of services quality taken for this study and empathy has been rated as the prime factor of satisfaction among customers. Keywords: service quality; front office; customer satisfaction.
Abstract This paper presents a literature review on service quality evaluation. This review is an analytical, thematic, historical, and bibliographical work. It describes the main concepts and models on measuring external quality service proposed by the literature. After presenting the models, a comparison among them is carried out with regard to their main characteristics, conclusions of each one as well as the application areas of the models types of services. The paper concludes that there is no literature consensus to be the most appropriate model for quality service measurement. Besides, there are still issues to be dealt with such as the relationship between service quality and satisfaction, the influence of price on customer satisfaction, and the use of quality service assessment models for measuring internal quality service. AUTY, S.
Scientific Research An Academic Publisher. Gronroos, C. European Journal of Marketing, 18, Customers with long-term loyalty do not easily switch to other service providers, while customers with short-term loyalty defect more easily when offered a perceived better alternative. With regard to the importance of customers in banking industry, this research explores how relationship quality and commitment and mental image influence long-term loyalty.
Proposes to develop a service quality model, based on test of a sample of business executives, which describes how the quality of services is perceived by customers.