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Benchmarking

In: Business and Management

Submitted By nurnabilahumar
Words 4825
Pages 20
1.0 Introduction

Service quality is a comparison of expectations with performance. A business with high service quality will meet customer needs whilst remaining economically competitive. Improved service quality may increase economic competitiveness. This aim may be achieved by understanding and improving operational processes, identifying problems quickly and systematically, establishing valid and reliable service performance measures and measuring customer satisfaction and other performance outcomes.
Moreover, a business or an organization may run a high risk of failure when their service quality improvement programmes and goals are do not clearly defined and quantified. Besides, the measurement of the service quality performance and the response of customers to that performance have to be measured appropriately within any organizations in order to be more effective management of customer service.

2.0 Service Quality
2.1 What is service quality?
According to Czepiel, (1990), customer perception on how well services meet or exceeds their expectations is calling as service quality. Other than that, service quality is a critical component of customer perceptions about the service. Customers perceive services in terms of its quality and how satisfied they are overall with their experiences (Zeithaml, 2000). It can be measured in term customer perception, customer expectation, customer satisfaction, and customer attitude which suggested by Sachdev and Verma (2004). Moreover, Levy and Weitz (2005), contend that when the perceived service is meets or exceeds customer’s perceptions, customers will be satisfied, but when the customers feel the service falls below their expectations, the customers will not satisfied.
A part from that, as stated in the book “Relationship Marketing”, service quality refers to the ability of the organization to meet or exceed

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