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Service Quality

Service quality depends on three things: systems, technologies, and people. The human factor holds the biggest contribution so that the quality of service is more difficult to imitate than product quality and price. One popular concept of service quality is ServQual. Based on this concept, quality or service quality is believed to have five dimensions: reliability, responsiveness, assurance, empathy and tangible. Taking into account that the service can not see, smell, and touch, the tangible aspect is important as a measure of service. As an illustration, the customer provides a good assessment of an auto repair shop is equipped with advanced equipment. In addition to buildings and equipment, customers will rate the physical appearance of its employees. These dimensions are generally more important for new customers

Drivers of customer satisfaction

Generally, there are five key drivers of customer satisfaction, quality of product, price, service quality, emotional factors, and facility