What is Quality Service Delivery?
Research Question
Academic Insights
Quality service delivery is determined by comparing consumer perceptions of received services against their expectations, with good service meeting expectations, excellent service exceeding them, and poor service falling short.
Key Insights
- Consumer Perception and Expectation:
- Service quality is assessed by comparing what consumers perceive they received with what they expected .
- If the received service meets expectations, it is considered satisfactory; if it exceeds expectations, it is excellent; if it falls short, it is poor .
- Service Definition:
- According to Kotler, a service is any action or activity offered by one party to another, which is intangible and does not result in ownership .
- The behavior of the service provider, which can occur before, during, or after the transaction, is crucial in meeting consumer needs and achieving satisfaction .
Conclusion
Quality service delivery hinges on the alignment between consumer expectations and perceptions, with the service provider's behavior playing a critical role in achieving customer satisfaction.
THE IMPORTANCE OF SERVICE DELIVERY IN THE COMMUNITY
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Related Questions
- What are the key components of quality service delivery?
- How can organizations improve their service delivery?
- What role does customer feedback play in service quality?
- What are common challenges in achieving quality service delivery?
- How is quality service delivery measured?
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