Question
What is service quality? Discuss the issues to be focused on for delivering superior service quality.
Answer :
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Service quality refers to the degree to which a service meets or exceeds the expectations and needs of customers. Unlike product quality, which can often be measured through physical features, service quality is largely based on the customer’s experience, perception, and interaction with the service provider. In Customer Service Management, superior service quality is essential for customer satisfaction, loyalty, positive word-of-mouth, and long-term business success. Customers generally compare the service they expected with the service they actually received. When actual performance meets or exceeds expectations, customers perceive the service as high quality. Several important issues must be focused on for delivering superior service quality. The first is understanding customer expectations and needs. Organisations should regularly collect customer feedback through surveys, reviews, complaints, interviews, and direct interactions. Understanding what customers value helps an organisation design services according to their
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