Developing & maintaining service quality
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This document discusses developing and maintaining service quality. It defines concepts like quality, search qualities, experience qualities, and credence qualities. The principles of service quality are explained for different types of products and services. Developing service quality involves assessing practices and having teamwork, management support, and continuous improvement efforts. Maintaining quality requires using customer-defined standards, benchmarking, understanding customer perception, analyzing lost customers, and conducting critical incident studies.
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Developing & maintaining service quality
- 1. Developing & MaintainingDeveloping & Maintaining Service QualityService Quality From- BADM Dept.
- 2. Concept of Service QualityConcept of Service Quality Quality refers to the totality of features and characteristics of a product or a service that bear on its ability to satisfy needs. “ The Quality of Product is largely determined by the Quality of the process that is used to develop and maintain it.”
- 3. Purpose of Quality •Customer Satisfaction •Consistency of Service
- 4. Principles of Service QualityPrinciples of Service Quality Search Quality- Search qualities are attributes that consumer can evaluate prior to purchasing a product. It include such items as color, style, feel, smell & price. Consumer goods such as shoes, jeans, refrigerator are high in search qualities. Experience Quality- Experience qualities are attributes that consumers can evaluate only during or after the consumption process. Food, catering services, meals, entertainment, & cosmetics surgery are high in experience quality.
- 5. Principles of Service QualityPrinciples of Service Quality Credence Qualities- Credence qualities are attributes that consumers have difficulty evaluating even after the consumption is complete. Consumer services such as accountant services, education, consulting services etc.
- 6. Importance of Quality in ServicesImportance of Quality in Services Lower Cost Higher Price Higher Customer Loyalty Higher Market Share Loyal Internal Customer Higher Return on Investment
- 7. Developing Service QualityDeveloping Service Quality Assess the Effectiveness & Impact of Operating Practices Teamwork & Management Support People drive Service Quality Quality efforts should Continuously improve There is no Substitute to Leadership in Service Quality
- 8. Maintaining Service QualityMaintaining Service Quality Customer- Defined Standards Benchmarking Identify Customer Perception Lost Customer Analysis Critical Incident Study