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Management Bug
Service quality is generally viewed as the output of the service provided against the Customer’s expectations. Hence the lack of Service Quality will mean it failed with the Customer.
Service quality is linked to consumer satisfaction. It is a perception of the customer. Customers, however, form opinions about service quality not just from a single reference but from a host of contributing factors. (1)
Goods and services are bought to meet specific needs. When people feel a need, they are motivated to take action to satisfy that need. Subsequently, in many instances, consumers may compare what they received against what they expected. Especially if it cost them money, time, and effort that could have been dedicated to obtaining an alternative solution. (2)
One of the main problems is the definition of service quality, which may not be completely agreed upon between the different stakeholders. Without a defined common ground, it is impossible to comply with the customer’s expectations.
Lack of Service Quality affects a company in a variety of ways:
- Causing Problems with Productivity
- Impacting Company’s Profitability
- Influencing Customer Satisfaction
- Directly Affecting Costs
