What is Quality of Service?

Service quality management, it depends on the customer's expectation of service quality (that is, the expected service quality) compared with the actual experience of the level of service quality. If the quality of service experienced by the customer is higher than or equal to the expected level of service quality of the customer, the customer will obtain a higher degree of satisfaction, and the company will be considered to have a higher service quality. Lower.

Service Quality Management

Due to the characteristics of service itself, foreign scholars 'research on the concept of service quality has completely jumped out of the concept model of tangible product quality, and most of them have studied from the perspective of customers' understanding and perception of quality.

Based on the above concept of service quality, Gronroos's customers can

Two factors of service quality management quality

Western scholars generally believe that customer perceived service quality includes two basic aspects: technical quality (also called quality of results) and functional quality (also called process quality). Technical quality is the result of the service, that is, what the customer gets after the end of the service process. Because technical quality involves tangible content in technology, customers are easy to perceive and objective. Functional quality refers to how the company provides services and how customers get services (How), which involves the instrumental attitude, service attitude, service methods, service procedures, service behaviors, etc. of service personnel. Intangible characteristics make it difficult to make objective evaluations. The subjective feelings of customers dominate the functional quality evaluation.

Service quality management corporate image filtering

Image is a filter that influences people's perception of the business. People will use this filter to "filter" the technical and functional quality of the enterprise. If the image of the company is good, the image becomes the company's "protective umbrella".

Due to the role of "protective umbrella", even if there are small problems in technical quality or functional quality, sometimes even serious problems may be ignored by people. However, if such problems occur frequently, it will destroy the corporate image. And if the corporate image is not good, this filter will play a negative role, any slight mistake of the enterprise will create a bad impression on customers and affect customers' perception of service quality.