Quality of service tested

At each encounter.

Service Outcome and Customer

Loyalty are influenced by a host

of variables

Delighting customers is a

matter of exceeding expectations.

Reasons forunsuccessful delivery:

Gap between …

Incorrect perceivance of

customer wants

Not up to the mark

performance standards

Poorly trained / unprofessional

employees

Expectations are affected

by company statements

Consumer misperceives the

service quality.

5 determinants ofservice quality

Perform the promised service

accurately and dependably.

Willingness to help customers

Ability to convey trust to customers

INDIVIDUALIZED ATTENTION

TO CUSTOMERS

Physical facilities, equipment

and personnel

Increasing customer expectations

What the firm will deliver

DECREASING CUSTOMER EXPECTATION

What the firm should deliver

Person to Person interactions

being replaced with sst’s

EXAMPLE

COMPREHENSIVE REENGINEERING TO

INTEGRATE TECHNOLOGY

BIGGEST OBSTACLE IS TO CONVINCE

CONSUMERS TO USE THEM

CONSUMERS WOULD USE SST’S IF……

A clear sense of their roles

A clear benefit