Newsletter

Services management

69 - Service Quality

Unlike product quality, which is tangible, service quality is an intangible experience. As service quality is part of service delivery, service providers need to plan the level of quality delivered, well in advance. Service quality depends on employee training, service package design, technology and the overall service policy.

Gap in service quality

The difference in service expected by a customer and the actual service delivered is an indication of customer satisfaction, towards that service. Understand ing customer needs through market research and designing better service packages helps in reducing this gap and in improving service quality and customer satisfaction


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