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Back to What We Do
 Service Quality
What
is Service Quality?
Management of
Service Quality is about determining levels of service quality that you
can deliver and then promising and delivering that quality of service to
customers (both external and internal).
The theory is
that it is necessary to balance a customer's perceptions of the value of a
particular service with the customer's need for the service; by exceeding
the customer's expectations the business will attract customer loyalty.
How
can Service Quality benefit the business?
If a business
can deliver excellent service quality then they will benefit from having a
loyal customer that will continue to buy the service and, importantly,
spread the word of the excellent service to other potential customers who
will buy the service from the particular business at the expensive of
market competitors.
How
we can help
We have
practical experience in researching customer expectations and perceptions
using the SERVQUAL model devised by Zeithaml, Parasuraman, and Berry to
back up our theoretical knowledge in this field.
We can help you
establish a service quality culture within your business and measure its business
benefit by assessing your customer's perceptions.
To see the research and dissertation
from our senior consultant prepared as part of his MBA that looks at
Service Quality for a medium sized travel company (name withheld) in
Acrobat .pdf format
(Please note this file is 356K
and may take some time to view at some reduced connection speeds)
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