4 HOW CAN WE improve service

quality?

The service quality is

tested at each service

encounter

Bored, unanswerable or

slow employees distract

customer

Customers switch because::-

Two important considerations in service

delivery

1. Managing Customer

Expectations

2. Incorporating self-service technologies

Managing customer expectations

Customers form serviceexpectations from many

sources, such as pastexperiences, word of mouth, and

advertising

Customers compare the perceived service with the expected service

The causes of unsuccessful delivery

are gaps between:

consumer expectation and management perception

management perception and service-quality specification

service-quality specifications and service delivery

service delivery and external communications

perceived service and expected service

Incorporating

Self-Service Technologies

Many person-to-person service interactions are being

replaced by self-service technologies

They can make service transactions more accurate,

convenient, and faster.

Customers must have a clear sense of their roles

in the SST process, must see a clear benefit, and must feel

they can actually use it

Credits• https://c2.staticflickr.com/6/5178/5569177877_53809aa18b_b.jpg

• http://www.smithonvoip.com/wp-content/uploads/2013/06/voip-quality-of-service.jpg

• http://www.easyvectors.com/free-vector/image/t/two-ways-concept-sign-signboard-street.jpg

• http://www.haaretz.com/polopoly_fs/1.459583.1345511918!/image/800174838.jpg_gen/derivatives/landscape_640/800174838.jpg

• http://www.metisetrade.com/resources/images/products/ad_transaction_icon.jpg

• http://www.quertime.com/wp-content/uploads/2013/04/best_online_transaction_services_like_paypal.jpg

DISCLAIMER

•Created by ANURAG JAIN, NIT ALLAHABAD, during an internship by Prof. Sameer Mathur, IIM Lucknow.

• www.IIMInternship.com