Consumer Perceptions And Expectations Of Service Quality
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Consumer Perceptions And Expectations Of Service Quality
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Author : Tabassum Tamanna
language : en
Publisher:
Release Date : 2020
Consumer Perceptions And Expectations Of Service Quality written by Tabassum Tamanna and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020 with categories.
Service quality is very important to attract and retain customers in today's competitive business environment. Using the SERVQUAL model this research evaluates customers' expectations against their perceptions of the service quality in a private financial institute at Dhaka city of Bangladesh. To measure respondent's satisfaction level with the provided service quality of financial institutes. Fifty (50) clients were interviewed where the sample was selected non-randomly. The results showed that respondents' expectations and perception level markedly varied with the service provided by a financial institution. However, SERVQUAL tangible dimension indicated a small gap between expectation and perception level. The study concluded that level of customers' expectations on the service quality from any private financial service providers was higher than they perceived earlier. Customer services of private financial institutes should improve further through high quality services to achieve their optimum level of businesses.
Delivering Quality Service
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Author : Valarie A. Zeithaml
language : en
Publisher: Simon and Schuster
Release Date : 2010-05-11
Delivering Quality Service written by Valarie A. Zeithaml and has been published by Simon and Schuster this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-05-11 with Business & Economics categories.
Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time. Customer expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track. The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations.
The Perception Of Quality
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Author : George N. Kenyon
language : en
Publisher: Springer
Release Date : 2014-11-25
The Perception Of Quality written by George N. Kenyon and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-11-25 with Technology & Engineering categories.
Exploring the concept of quality management from a new point of view, this book presents a holistic model of how consumers judge the quality of products. It links consumer perceptions of quality to the design and delivery of the final product, and presents models and methods for improving the quality of these products and services. It offers readers an improved understanding of how and why the design process must consider how the consumer will perceive a product or service. In order to facilitate the presentation and understanding of these concepts, illustrations and case examples are also provided throughout the book. This book provides an invaluable resource for managers, designers, manufacturers, professional practitioners and academics interested in quality management. It also offers a useful supplementary text for marketing and quality management courses.
Consumer Perception
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Author : Gatheca Peter
language : en
Publisher: LAP Lambert Academic Publishing
Release Date : 2015-07-20
Consumer Perception written by Gatheca Peter and has been published by LAP Lambert Academic Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-07-20 with categories.
The quality of customer service has been found to a critical differentiating factor for service Companies. Customers are becoming more sophisticated in their requirements and are increasingly demanding higher standards of services.Many service Companies have woken up to the need of improving customer services to compete in today's highly competitive service environment in-order to attract and keep their customers satisfied. This book is based on study of consumer perception.The objective of the study was to investigate consumers' expectations and perceptions of service quality offered by KPLC easy pay service.A sample of 100 Kenya power company customers were picked randomly at pay-points and questionnaires administered.Data collected was analyzed using frequency distributions, percentages, mean scores and standard deviation.Findings indicate that perception is hinged on five dimensions-reliability, responsiveness, assurance, empathy and tangibility.Customers'expectations on a service organizations' performance along all the five dimensions used in the study was found to be high.Perceived service quality gap was tested using paired tailed test with 0.05 significance lev
Service Quality
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Author : James B. Bexley
language : en
Publisher:
Release Date : 2005
Service Quality written by James B. Bexley and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005 with Banks and banking categories.
ABSTRACTThis study is an in-depth empirical investigation that seeks to compare consumer expectations to perceptions in the delivery of service within community banks in the southern United States. It has as its aim to develop a useful instrument to evaluate service quality by comparing consumer expectations to their perceptions of delivered service. An additional purpose is to determine bank chief executive officers? ability to predict consumer expectations in the area of service delivery. The theoretical portion of the study focused upon a review of the history of banking in the United States and its subunit, the State of Texas, which is uniquely different from the banking systems of Europe and Asia. The literature was also examined to review service quality and customer satisfaction. In order to examine methods to predict service quality in community banks, an investigation was carried out among consumers of fifteen community banks in the southern United States. The collection of the data was driven by six research hypotheses and involved two questionnaires. One questionnaire ask for customer expectations versus perceptions. A second questionnaire required the chief executive officers of the consumers? banks to state their perceptions of what their consumers expected in the way of service delivery. The main findings of the research built upon and extended the research by Ittner and Larcker (1996) which noted that the three prime components of customer satisfaction revolved around three specific antecedents?perceived quality, perceived value, and customer expectations, the study strongly reinforced and confirmed the importance of the three antecedents. This study indicated that while expectations are very high, perceptions are also high, but not as high as expectations. Milligan (1995) advanced the idea that it should be obvious that the element of service quality was the primary driver in bank selection, but no confirmation study was made by him or others comparing the five factors (service quality, location, advertising, recommendation of others, and service charges/fees). This study concluded that service quality was the most important factor in the selection of a community bank in the southern United States. With no specific literature relating specifically to bankers? perceptions of service delivery expectations by consumers, one of the most significant findings in this study noted that 77.3 percent of the responses to the questions indicated a match of bankers? perceptions with consumers? expectations. While outcomes indicated that perceptions were equal to or greater than expectations, this does not conclusively prove that satisfactory service quality will tend to be associated with outcomes equal to or above expectations. This could indicate that the customers did not expect much in the way of outstanding service. Based upon results obtained from surveys, there appears to be a high likelihood that a bank could reasonably predict the retention of customers using the overlaid plots that in this study show high expectations and high perceptions. However, this study could not conclusively substantiate that gender, income, and education impact service quality in community banks. Given the limited amount of literature relating to the delivery of service quality by community banks in the United States, this study provides both researchers and practitioners an empirical study of both consumers? and bankers? expectations and perceptions of service delivery, which had not been fully explored in the past.
Service Quality
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Author : Roland T. Rust
language : en
Publisher: SAGE
Release Date : 1994
Service Quality written by Roland T. Rust and has been published by SAGE this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994 with Business & Economics categories.
The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.
Consumer Perceptions And Expectations Of Garden Center Product And Service Quality
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Author : Jeremy Thomas Hudson
language : en
Publisher:
Release Date : 1996
Consumer Perceptions And Expectations Of Garden Center Product And Service Quality written by Jeremy Thomas Hudson and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996 with Consumers categories.
Services Management Conceptualizing And Measuring Customer Perceived Service Quality
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Author : Tim Ebner
language : en
Publisher: GRIN Verlag
Release Date : 2013-02-12
Services Management Conceptualizing And Measuring Customer Perceived Service Quality written by Tim Ebner and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-02-12 with Business & Economics categories.
Seminar paper from the year 2011 in the subject Business economics - Offline Marketing and Online Marketing, grade: 2,3, University of Münster (Junior Professorship for Marketing), language: English, abstract: Service Quality is a field of marketing, which stimulated numerous scholars to do theoretical and empirical research on. The SERVQUAL concept first was amongst concepts like The Nordic Model by Grönroos (1984) and The Three-Component Model by Rust and Oliver (1994) and SERVPERF by Cronin and Taylor (1992). After there has been a major debate which role expectations should play for service quality, which primary dimensions should be used to conceptualize and measure it and how service quality has to be integrated in existing marketing theory, newer approaches concentrate either on the depth of these dimensions, further optimization of the integration of service quality into marketing theory or specific factors which might play a role on distinct settings. In a multilevel approach, primary dimensions can be understood as direct antecedents of service quality. Subdimensions are antecedents of the primary dimensions of service quality. This paper deals with the issue, how customer perceived service quality (CPSQ) is supposed to be conceptualized and measured. In order to do this, the first section begins simply with several ideas that came up in literature what factors might influence service quality and how it can be defined. Then the paper illustrates why generality of theories is useful in Marketing Research and how it can be achieved. Moreover, an adequate framework to justify or reject particular concepts and measurements of service quality is provided. In the third section, the paper continues with the introduction of concepts and measurements of service quality. Attention is given to broader approaches as well as specific approaches of service quality. The paper combines these approaches in the fourth section with the help of the diagnostic framework provided before in order to achieve a concept of CPSQ with an optimal degree of generality. Thereafter the paper closes with a conclusion that gives a résumé on the results of this work.
Effects Of Perceived Service Quality On Customer Loyalty And Repurchase Intentions The Mediating Role Of Customer Satisfaction
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Author : Shahrukh Salman
language : en
Publisher: Anchor Academic Publishing
Release Date : 2017-09-19
Effects Of Perceived Service Quality On Customer Loyalty And Repurchase Intentions The Mediating Role Of Customer Satisfaction written by Shahrukh Salman and has been published by Anchor Academic Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-09-19 with Business & Economics categories.
The primary objective of this study is to gauge the effect of perceived service quality on customer loyalty and repurchase intentions through customer satisfaction in Lahore, Pakistan. Therefore, the significance of customer satisfaction for customer loyalty and repurchase intentions is explained. Customer satisfactions play a mediating role between perceived service qualities, customer loyalty and repurchase intentions. The population of the research is constituted of the potential customers of Lahore and the sample size amounts to 230.
Challenging In Delivering Quality Services Balancing Customer Expectations And Perceptions In Airline Industry
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Author : Calvin Monroe
language : en
Publisher: GRIN Verlag
Release Date : 2014-02-28
Challenging In Delivering Quality Services Balancing Customer Expectations And Perceptions In Airline Industry written by Calvin Monroe and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-02-28 with Business & Economics categories.
Bachelor Thesis from the year 2012 in the subject Business economics - Operations Research, grade: A, King`s College London, language: English, abstract: Norwegian airline operator has been offering airline services for quite a long time, frequently among the Scandinavian countries. However, the condition for service quality has been deteriorating for the last couple of decade. Despite the many researches done to dig out the factors that could be adjusted to favour service quality, not much has been seen to change. This study was aimed at conducting an exploratory survey in the grounds of the Norwegian company to find out the recommendations for the company’s quality service. We issued self-governed questionnaires to the customers at the waiting room, who were rather waiting for flight take off. A focus group discussion was also conducted by the group to engage the passengers in a dialogue that involved customer service quality expectations and perceptions. During the survey period which took six days, we interacted with the customers and show them the need for their genuine response towards the questions asked. A well elaborated questionnaire was distributed to the customers who answered them as they awaited the operator services. The customers answered the questions at their own pace, giving their opinions independently. The sampled population was made-up of 120 customers taking on flights among the Scandinavian countries at Oslo Airport. The answers were analysed and deductions made from the analysis. The services expected offered by the company were rated along with the customers’ expectations and that was what could only measure customer satisfaction for services offered by Norwegian airline service. SERVQUAL system was used to calculate the relationship between customer expectations and perceptions. Some mathematical implications of mean and standard deviations also added some weight on the relationship between the company’s present status and customer perception.
