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Ict Investment

In: Computers and Technology

Submitted By shanjida
Words 392
Pages 2
The findings of the study indicated that the common service-quality variables that were creating customer satisfaction could be categorized into four broad groups; these are
Support & Facility Factor, Employee Performance Factor,
Customer Relation Factor and Communication Factor. The variables covered issues such as environment, materials, accurate service, prompt service, complaint handling, service provider’s knowledge, executive’s knowledge, service provider’s behavior, executive’s behavior, credibility, safety, accessibility, advertisement, service information, understanding client’s need and working according to client’s need.
Most of the clients of the high-end parlor are regular, so the parlor must ensure the continuity and consistency of its services in order to gain customer satisfaction. Around 77% of the customers belong to the age group of 15-35, who are more eager to adopt new fashion and style. Thus the latest haircut, make up and advanced hair and skin treatments should be
Volume 12 (2010-11) High-End Beauty Parlors 52 introduced. The service requirement varies by age group, so parlors could offer different service packages to attract different customer groups. The customers perceived that service quality of service providers varies in the high-end parlors and they also mentioned that, despite the quality of the services, SP’s behav-ior influenced the satisfaction level. Therefore, to ensure the same quality of service from the employees, parlors must arrange proper training for them, in terms of both skill and behavior.

Service provider’s knowledge level and advertisement must be improved to match the customer’s expectation level. For the high-end parlors, image portrayal is highly significant and it contributes positively towards satisfac-tion. Therefore, tangible elements of the parlors, such as sufficient space, better

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