of errors during work (bank tellers). Examples of excitement characteristics include receiving for the standard rate a hotel room upgrade with free breakfast or a CD player included as standard equipment on an economy car. Reliability : Consistency and dependability in performing the service. Read More Free Management Essays? Straight-through processing is the utopian challenge for Wall Street firms. Good Essays 1785 words (5.1 pages). Service quality can be defined as a customers' perception of how well a service meets or exceeds their expectations. The competitive advantages that an airline embrace, needs to be based on the airlines strategy and differentiation to competitors. For this, the enterprise needs to provide both professional and leisure activities, such as high-class services, professional meeting rooms, spa, gym and extravagant restaurants. They based their research on several different service categories like for example retail banking, long distance telephone service, credit card companies.
(Business m).3 Importance of Service quality, londe et al, 1988 stated that it is the customer service management that will derive the importance of service. In most cases service quality is judged by customers, and not by organisations. Tangible attributes, or search qualities, such as the appearance of facilities and employees, are often the only aspects of a service that can be viewed before purchases and consumption. 1.4 Dimensions of Service Quality: servqual Model. Accuracy of billing or record keeping.
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