Κείμενο από givis82 - English
Quality of product and services
- In business and marketing products marketed by a company may be classified broadly as goods and services.
- The quality of goods is generally defined in terms of the physical characteristics of the product or the goods marketed.
- Companies guarantee the quality of the product by providing free repair warranty.
- However, it is not possible to define quality of services in terms of physical characteristics alone.
- Quality of service is judged by the customers on many different dimensions in addition to the physical characteristics associated with the service.
- There are five aspects or dimensions of service which are found to be very important in determining customer perception of service quality.
- These are: Reliability: The extent to which the service performed matches implicit or explicit promises made by the service provider regarding the nature of service.
- Responsiveness: The willingness to help the customer promptly in case of special and unforeseen requirements.
- Assurance: The extent to which the service provider and the staff is able to inspire trust and confidence Empathy: This is being able to understand the needs of the customer as an individual and meet the special requirements of the customer.
- Tangibles: This refers to the physical characteristics of facilities, equipment and consumable goods.
- The company are actively working with the claims of customers.
- It costs much less to keep an existing customer than to win a new customer, so retaining existing customers is more profitable for business.
- givis82May 2013Ψηφίστε τώρα!
ΠΑΡΑΚΑΛΟΥΜΕ, ΒΟΗΘΗΣΤΕ ΝΑ ΔΙΟΡΘΩΣΟΥΜΕ ΚΑΘΕ ΠΡΟΤΑΣΗ! - English