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What are the two basic components of a customer's evaluation of services?
1) timeliness of the service 2) quality specifications meeting customer's expectations
What are the most important factors in generating repeat purchase?
1. The quality of the product or service compared to competitors in the area 2. The price you are charging for the product or service (compared to the quality of the product and service) 3. How easy it is to get the product or service, so the place that it is found or if there is any public transport e.g bus , train. 4. promoting your business so that people are aware of the product or service that you are offering. 5. leave a good impression.
Is quality is a strategic tool to fight competition in both products and services?
1 Quality as a Competitive Tool A product is a quality product if it conforms with the design and customers' expectation. Design quality refers to how closely the characteristics of a product or service meet the needes and wants of customers. Conformance quality refers to the performance of a product or service relative to its design and product specifications. Total quality management (TQM) is the unyielding and continuous effort by everyone in the firm to understand, meet, and exceed the expectations of customers. Certain characteristics of most TQM are: • Focusing on satisfying the customer • Striving for cotinuous improvement • Fully involving the entire work force • Actively supporting and involving top management • Using unambiguous and objecitive measures • Recognizing quality achievements in a timely manner • Continuously providing trainning on total quality managemen
Differences between goods and services?
A good is a tangible object used either once or repeatedly. A service is intangible. The tangibility differentiator indicates the ability to touch, smell, taste and see which is absent in services. This can be a deterrent to the service receiver to gauge the quality and dependant on the service company reputation. In the case of goods the ownership of the product is transferable from sellers to buyers, whereas in services there is no ownership involved. On the quality front, with goods it is homogeneous, once produced the quality is uniform across all line of products. They can be separated from the seller/ provider and not dependant on the source for its delivery to the purchaser. With regard to service it is inseparable from the service provider and heterogeneous, where each time the service is offered it may vary in quality, output, and delivery. It cannot be controlled and is dependant on the human effort in achieving that quality hence is variable from producer, customer and daily basis. Another key distinction is perishability of services and the non perishability of goods. Goods will have a long storage life and are mostly non perishable. Whereas services are delivered at that moment and do not have a long life or cannot be stored for repeat use. They do not bear the advantage of shelf life as in the case of goods like empty seats in airlines. With the production and consumption taking place simultaneously in services, it differs from goods on simultaneity and the provisions for quality control in the process. Summary: 1. Goods are tangible, and transferable while the services are intangible and non transferable. 2. Goods are separable, and non - perishable while services are inseparable. 3. Goods are homogeneous while services are heterogeneous
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How long will it take to close a 3mm gap with train tracks?
i had two 2mm gaps and they took 1 1/2 years to close along with the realinment of my other teeth too!
What is the spark plug gap for an echo leaf blower model PB460LN?
About 1/8 inch is close enough
What are your two best qualities?
1) Customer service 2) Product Quality
Describe quality gap model?
This model offers an integrated view of the consumer-company relationship. It is based on substantial research amongst a number of service providers. In this Gap model service is a function of word of mouth communication, personal need and past experience, and perceived service is a product of service delivery and external communications to consumers. There is Different level in this model:- Level 1:- Word of Mouth communications, Personal Needs, Past Experience Level 2:- Expected Service Level 3:- Perceived Service Level4:- Service Delivery, External Communications to Customers. Level5:- Service Standards Level 6:- Management Perceptions of Consumer exceptions
How quality is cisco service?
The quality of a Cisco service provider depends greatly on the customer service and how they respond to customer complaints, one of the best ways to find this info is through BetterBusinessBeauru, one the best Cisco service provider I know is Edge 1
Name three types of expectations of customers?
1 ) value for money 2) service 3) quality
What is the full form of QOS?
1) Quality Of Service 2) Quantum of Solace (James Bond movie)
What is the function of the service quality department in the banking industry?
The service quality department in a bank serves as a the service maintenance and improvement team in the bank. This means, the department will run regular maintenance activities / programmes in order to keep the current level of service quality. Also, the team will strive to continually improve the service level by introducing new and competitive service quality approaches to the company. In order to be able to create new service benchmarks, the department must perform market research on current customer service requirements and preference. This could be done through market intelligence (mystery shopper, to study the competitor and its current service standards) or through studies of consumer behaviour. Therefore, the service quality department, in essence, 1) maintains service quality, 2) conducts regular market research on service quality in the industry, 3) comes up with service improvement programmes, 4) and ensures that these programmes are effective towards contributing to the bottom line.
What is the ISBN of Missile Gap?
The ISBN for "Missile Gap" by Charles Stross is 978-1-4295-0723-8.
What are the stages of Interphase?
Gap 1 (G1) Synthesis (S) Gap 2 (G2)
What is the servqual model?
The most eminent instrument in attempting to systematize the service quality is"The gap model"of service or Servqal developed by Parshuraman et al (1985). This conceptual framework was developed initially to measure customer perception of service quality for the financial service sectors but later extended to sectors such as hospitality, telecommunications and healthcare.Purpose of SERVQAL· To determine average gap score (between customer's perceptions and expectations) for each service attribute.· To assess a company's service quality along each of the 5 SERVQAL dimensions· To track customer's expectations and perceptions over time· To compare a company's SERVQAL scores against competitors· To identify and examine customer segments that differs significantly in their assessment of a company's service performance· To assess internal service quality (interdepartmental comparison)· The customer Gap: Gap 5 - Difference between customer expectations and perceptions· Provider Gap 1: Not knowing what customers expect· Provider Gap 2: Not selecting the right service designs and standards· Provider Gap 3: Not delivering to service designs and standards· Provider Gap 4: Not matching performance to promisesThe SERVQAL model is based on three dimensions· The Gaps· The Key Service Dimensions· Causes & Solutions to GapsThe GAPSGap 1: The difference between management perceptions of what customers expect and what customers really do expect - is it large?Gap 2: The difference between management perceptions and service quality specifications - the standards gap?Gap 3: The difference between service quality specifications and actual service delivery - are standards consistently met?Gap 4: The difference between service delivery and what is communicated externally - are promises made consistently fulfilled?Gap 5: The difference between what customers expect of a service and what they actually receive. Expectations are made up of past experience, word-of-mouth and needs /wants of customers. Measurement is on the basis of two sets of statements in groups according to the five key service dimensionsThe key service dimensionsThe five SERVQUAL dimensions are:TANGIBLES-Appearance of physical facilities, equipment, personnel, and communication materialsRELIABILITY-Ability to perform the promised service dependably and accuratelyRESPONSIVENESS-Willingness to help customers and provide prompt serviceASSURANCE-Knowledge and courtesy of employees and their ability to convey trust and confidenceEMPATHY-Caring, individualized attention the firm provides its customersRELIABILITY: Do what you say you're going to do when you said you were going to do it.Customers want to count on their providers. They value that reliability. Don't providers yearn to find out what customers value? This is it.It's three times more important to be reliable than have shiny new equipment or flashy uniforms.Doesn't mean you can have ragged uniforms and only be reliable. Service providers have to do both. But providers first and best efforts are better spent making service reliable.Whether it's periodics on schedule, on-site response within Service Level Agreements (SLAs), or Work Orders completed on time.RESPONSIVENESS: Respond quickly, promptly, rapidly, immediately, instantly.Waiting a day to return a call or email doesn't make it. Even if customers are chronically slow in getting back to providers, responsiveness is more than 1/5th of their service quality assessment.Service providers benefit by establishing internal SLAs for things like returning phone calls, emails and responding on-site. Whether it's 30 minutes, 4 hours, or 24 hours, it's important customers feel providers are responsive to their requests. Not just emergencies, but everyday responses too.ASSURANCE: Service providers are expected to be the experts of the service they're delivering. It's a given.SERVQUAL research showed it's important to communicate that expertise to customers. If a service provider is highly skilled, but customers don't see that, their confidence in that provider will be lower. And their assessment of that provider's service quality will be lower. Service providers must communicate their expertise and competencies - before they do the work. This can be done in many ways that are repeatedly seen by customers, such as:Display industry certifications on patches, badges or buttons worn by employeesInclude certification logos on emails, letters & reportsPut certifications into posters, newsletters & handoutsBy communicating competencies, providers can help manage customer expectations. And influence their service quality assessment in advance.EMPATHY: Services can be performed completely to specifications. Yet customers may not feel provider employees care about them during delivery. And this hurts customers' assessments of providers' service quality.For example, a day porter efficiently cleans up a spill in a lobby. However, during the clean up doesn't smile, make eye contact, or ask the customer if there is anything else they could do for them. In this hypothetical the provider's service was performed fully. But the customer didn't feel the provider employee cared. And it's not necessarily the employees fault. They may not know how they're being judged. They may be overwhelmed, inadequately trained, or disinterested.TANGIBLES: Even though this is the least important dimension, appearance matters. Just not as much as the other dimensions.Service providers will still want to make certain their employees appearance, uniforms, equipment, and work areas on-site (closets, service offices, etc.) look good. The danger is for providers to make everything look sharp, and then fall short on RELIABILITY or RESPONSIVENESS.Reasons for GAPSGAP 1· lack of a marketing orientation· inadequate upward communication (from contact staff to management)· too many levels of managementGAP 2· inadequate commitment to service quality· lack of perception of feasibility - 'it cannot be done'· inadequate task standardization· the absence of goal settingGAP 3· role ambiguity and role conflict - unsure of what your responsibility is and how it fits with others· poor employee or technology fit - the wrong person or system for the job· inappropriate supervisory control or lack of perceived control - too much or too little control· lack of teamworkGAP 4· inadequate horizontal communication - between departments or services· a propensity to overpromise
What are the two basic components of a customer's evaluation of services?
1) timeliness of the service 2) quality specifications meeting customer's expectations
