What is a service quality?
Service quality is the extent to which the company achieves the following: Reliability: how trustworthy and helpful they are in providing service when needed to their customersResponsiveness: how quickly they service their customers and their needs Competence: how thoroughly they understand their product/service and translate that to customers Access: the ease of reaching them (the organization) when needed Courtesy: how considerate they are towards their customers Communication: how well information and their message is translated to their customers Credibility: how trustworthy the company and their services iSecurity: the assurance that customer info and resources will not be abused or taken away (unfavourably)Understanding/knowing the customers: the extent to which business identifies with their customers
No comments:
Post a Comment