Quick Notes on Introduction to Service Quality.pptx
- 1. SERVICE QUALITY Dr. K. Meenakshi, Associate Professor, AMET Business School, AMET University
- 2. INTRODUCTION TO SERVICE QUALITY “Services” was defined with regard to the inherent characteristics of the particular service and “Quality” was defined by making use of predominantly a user-based approach. It is also evident from the previous chapter that service quality is a complex and ephemeral concept. It is recognized by businesses that improving service quality is an essential strategy for success and survival in today’s competitive economic environment.
- 3. SERVICE QUALITY Service quality is crucial for businesses in today's competitive landscape. It refers to the overall experience a customer has with a service, encompassing all aspects from initial contact to resolution.
- 4. IMPORTANCE OF SERVICE QUALITY Customer Satisfaction • High service quality leads to satisfied customers who are more likely to return for future purchases and recommend the service to others. Business Success • Service quality is essential for business success, as it drives customer loyalty, profitability, and brand reputation. Competitive Advantage • In a highly competitive market, exceptional service quality can differentiate businesses from their rivals and attract customers.
- 5. DIMENSIONS OF SERVICE QUALITY Reliability • The consistency and dependabilit y of service delivery. Responsiveness • The willingness and ability to provide prompt and helpful service. Assurance • The knowledge and courtesy of service providers, inspiring confidence in their abilities. Empathy • The ability of service providers to understand and care about customers' needs.
- 6. MEASURING SERVICE QUALITY Surveys • Customer surveys, both online and offline, can gather direct feedback on specific aspects of service quality. Performance Metrics • Tracking key performance indicators, such as average response time, resolution rates, and customer satisfaction scores, can provide insights into service quality.
- 7. CUSTOMER EXPECTATIONS AND PERCEPTIONS Expectations • Customer expectations are shaped by past experiences, word-of-mouth, marketing, and industry standards. Service Encounter • The actual service encounter shapes customer perceptions, which may align with or deviate from their expectations. Perceptions • Customer perceptions are their subjective assessments of the service experience based on their expectations and the actual encounter.
- 12. TECHNOLOGY AND SERVICE QUALITY •Provides real-time customer support, enhancing responsiveness and convenience. Live Chat •Offer customers access to information, FAQs, and troubleshooting resources. Self-Service Portals •Enable customers to access services and communicate with businesses on their mobile devices. Mobile Apps
- 13. CONTINUOUS IMPROVEMENT IN SERVICE QUALITY Service quality is not a static concept. Continuous improvement is crucial to ensure that businesses adapt to evolving customer expectations, market trends, and technological advancements.
- 14. Thank You