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Service quality indexes is embrace key activities that have an impact on customers
:for example
1 _ Customer Service.
-Installation appointment not meet customer needs
-The difference between scheduled start time and actual start time.
- Call center calls answered over second
2 _ Service Reliability.
- Customer trouble report per service request.
- Percentage of back calls.
- service outage.
3_ Customer satisfaction.
- service provisioning not meeting customer expectation.
- Happy calls report.
So, you have the Tools to Analyze and Address the Company Service Quality Standard
Hello every body,
I need your assistance I'm doing a thesis on customer satisfaction in contracting public transport and I want to measure services quality already agreed in the contract by ranking not rating them so I do not how how?if someone can assist please.
Thank you for the invitation.
I agree with Mr. Ashraf.
From the viewpoint of business administration, service quality is an achievement in customer service. It reflects at each service encounter. Customers form service expectations from past experiences, word of mouth and marketing communications. In general, customers compare perceived service with expected service, and which if the former falls short of the latter the customers are disappointed.
For example, in the case of Taj Hotels Resorts and Palaces, wherein TAJ remaining the old world, luxury brand in the five-star category, the umbrella branding was diluting the image of the TAJ brand because although the different hotels such as Vivanta by Taj- the four star category, Gateway in the three star category and Ginger the two star economy brand, were positioned and categorised differently, customers still expected high quality of Taj.
I would prefer to wait for other's answers.
