Examples of Service Quality in the following topics:
-
- RATER is a service quality framework that highlights five important business areas customers use to analyze strength or weaknesses.
- The RATER model is a service quality framework.
- Parasuraman, and Leonard Berry, who introduced the framework in their 1990 book Delivering Quality Service.
- Gap 2: The quality specification gap.
- Gap 5: The perceived service quality gap.
-
- In other words, services are generated, rendered, and consumed at one time.
- Given that services are heterogeneous, it is essential that each and every customer receive excellent service.
- Heterogeneity of service quality does not imply that no two customers can receive great service, it just means that no two transactions can be repeated identically.
- It is the quality of the service that will essentially set two competing firms with similar products and services apart.
- However, too much customization would compromise the standard delivery of the service and adversely affect its quality.
-
- Teachers provide a service that is intangible.
- However, it is possible to give tangible proof for the quality of service, such as through state test scores.
- To reassure the buyer and build his confidence, marketing strategists need to give tangible proof for the quality of service.
- Service providers can inspire confidence in the service by having a clean facility that customers can see, an easy-to-navigate website that shows service offerings, and a reliable and courteous staff to help customers.
- For example, in the case of two fast food chains serving a similar product (Pizza Hut and Domino's), it is the service quality, not the actual product, that distinguishes the two brands from each other.
-
- Quality control is used to evaluate and address the quality of the goods a business provides.
- Quality control is a business procedure used to assess the quality of a company's products or services against benchmarks determined by the company, industry standards, or clients/customers.
- Quality control and quality assurance have different purposes.
- Most importantly, a quality control process should be an ongoing process.
- Deficiency in any of these three aspects increases the risk of inferior products or services getting to market.
-
- Quality refers to the ability of a product or service to consistently meet or exceed customer requirements or expectations.
- Broadly defined, quality refers to the ability of a product or service to consistently meet or exceed customer requirements or expectations.
- When discussing quality one must consider design, production, and service.
- Quality of Design – intention of designers to include or exclude features in a product or service.
- Quality of conformance – refers to the degree to which goods and services conform to the intent of the designer.
-
- Quality can be thought of as the degree to which performance of a product or service meets or exceeds expectations.
- At that time quality control evolved to quality assurance and is now better known as a Strategic Approach, a tool for improving not only products but also processes and services.
- Quality should be measured differently for products and services, and judged by their own set of dimensions.
- Responsibility for overall quality lies with top management.
- Most of the time, managers aim to improve or maintain the quality of an organization as a whole; this is referred to as Total Quality Management (TQM).
-
- Consumers place a value on quality; therefore high quality products may be able to win share and/or command a price premium.
- When it comes to quality in product design, manufacturers might measure how well products conform to certain requirements or the level of accuracy in products and services following production.
- Product qualities can be divided into two main categories:
- Checking - confirming that a product or service has been produced correctly.
- Quality Assurance – obtaining confirmation (usually from the purchaser or a third-party) that a product or service will be satisfactory.
-
- Inseparability is a service characteristic that makes it impossible to disconnect the production of the service from its consumption.
- Inseparability (also known as simultaneity) is used in marketing to describe a key quality of services that distinguishes them from goods.
- Moreover, it is very difficult to separate a service from the service provider.
- The concept of inseparability does not mean that the same service will be delivered to each customer; rather, it means that the same standards of quality will be applied to each service.
- Describe inseparability in services marketing and how it distinguishes services from goods
-
- Companies ensure the quality of products and services by adhering to ISO standards and performing quality audits to ensure compliance.
- They were the ISO 9000:1987 series of standards, comprising ISO 9001:1987, ISO 9002:1987, and ISO 9003:1987; which were applicable in different types of industries, based on the type of activity or process (designing, production, or service delivery).
- The Quality Management System standards created by ISO are meant to certify the processes and the system of an organization, not the product or service itself.
- ISO 9000 standards do not certify the quality of the product or service.
- A quality audit is the process of systematic examination of a quality system carried out by an internal or external quality auditor or audit team.
-
- Quality assurance and quality control are intended to ensure that products are created with the fewest number of defects possible.
- Quality assurance and quality control are two methods of planning and implementing structured methods in a work process to ensure that products are created with the highest possible quality and with the smallest number of defects and problems.
- Quality assurance (QA) refers to the planned and systematic activities implemented in a quality system to fulfill the quality requirements for a product or service It is a systematic measurement compared to a set standard, with process monitoring used to prevent errors.
- QA includes managing the quality of raw materials, assemblies, products, components, services related to production, management processes, production processes, and inspection processes.
- Discuss quality control (QC) and quality assurance (QA) as integral components of an effective organizational management structure