Customer satisfaction and quality assurance - UK Essays.
Quality in terms of customer satisfaction The quality concept can divided into major two areas as external and internal. The external quality level is mainly focus on the customer satisfaction. This is the most important factor to have lifetime customers and build up the customer loyalty.Customer research literature traditionally agrees that service quality is a measure of how well the service level delivered matches customer expectations. Delivering quality service means conforming to customer expectations on a consistent basis.A number of researchers have provided lists of quality determinants, but the best known determinants emanate from Parasuraman et al, 1985 from a focus group findings, who found ten dimensions of service quality, namely, tangibles, reliability, responsiveness, competence, courtesy, credibility, security, access communication and understanding the customer.
The theory of service quality, customer satisfaction and service loyalty are linked to each other. According to Nath and Zheng (2004) service quality is the measurement of an organisation serves their customers and the outcome or the expectations of the perceived service.A free business essay on the subject of good customer care - view, print and download to help you with your studies. Toggle navigation. Home;. Free Business essays. Home. Free essays. Business essays. Good Customer Care.. A fast service can be at the expense of a quality service so things like this need careful consideration.
The external stakeholders have different perspective with respect to the quality and their concern also matters in terms of managing the quality at health and social care setting. The major importance is that the customers always focus on getting the high quality services form health and social care so hospital or health care setting can.
