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Service quality is the value of a service to customers. This is inherently subjective as it is driven by the needs, expectations and perceptions of customers. As such, it is typically measured by quantifying customer surveys. The following are common types of service quality.
ReliabilityA reliable service such as an airline that's usually on time.Responsiveness A service that is responsive to the individual needs of customers. For example, a firm that isn't locked into rigid policies when special situations arise.Empathy & TailoringIt is well known in the service industry that different customers prefer different styles of service. For example, some customers enjoy a personal conversation where others would prefer to maintain a distance.
Competence & DiligenceProfessionals who know what they're doing and are paying attention.ConsistencyA pleasant level of predictability such as a dish at a restaurant that tastes the same each time.Safety & SecurityA service that feels safe and secure such as an ecommerce site that doesn't lose your personal data.EnvironmentsThe quality of environments such as a hotel room or airport lounge.
User InterfacesUser interfaces that are pleasing and productive to use.TangiblesTangible elements of a service such as the quality of ingredients used by a restaurant.ExperiencesThe overall intangible experience offered by a service such as a theme park that's has a happy feel to it.
Service Quality
This is the complete list of articles we have written about service quality.
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A list of quality types.
The subtle difference between quality and value.
The common types of quality metrics.
The common types of experience quality.
A definition of critical to customer with examples.
The common types of design life.
The common types of planned obsolescence.
The definition of quality objectives with examples.
A definition of credence quality.
An overview of customer experience with examples.
Why satisfaction metrics work so well.
A definition of customer expectations with a few examples.
An overview of a common marketing practice.
An overview of customer perceptions with examples.
The common types of internal branding.
A definition of experience sampling with examples.
A list of common types of customer needs with examples.
A definition of end-user with examples.
A definition of experience economy with examples.
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