Service quality has been associated with customer loyalty and service quality is one category of customer satisfaction and it plays an essential part in creating customer satisfaction as well. Along with other factors service quality plays an important role in building customer loyalty like quality of services, which quick services restaurants are providing has a direct impact on customer loyalty (Chao, 2008). The connection between service quality and customer satisfaction has been well established in service marketing literature (Antony et al. 2004; Ladhari 2009; Sivadas and Baker-Prewitt 2000). In general, it is commonly said that a high level of service quality leads to a high level of customer satisfaction.
High service quality increases customer satisfaction and produces measurable long-term benefits in market share and profitability (Anderson, Fornell, & Lehmann, 1994). From the managerial point of view, the final goal is to attract and maintain customers. With the emphasis on the voice of the customer, service quality was defined as the difference between customer expectations of service and the perceptions of the actual service received (Parasuraman, Zeithaml, & Berry,1988).
According to Parasuraman et al (1991), companies can get their competitive adavnatge by using the technology for the purpose of enhancing the service quality as well as gathering market demand, and for many years, some researchers have developed a service perspective (Zeithaml, 2009, Ramsaran and Fowdar, 2007). Chang (2008) stated that the concept of service quality should be approached with the customers’ point of view because they can have different values, different ground of assessment, and also different circumstances. Parasuraman, Zeithaml, an...
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...d the cooked food itself (Klara, 2001). To gain a competitive advantage in today’s market, restaurants must offer their value beside good food and good service.
4. The Place: Ambience was seen by other researchers that it can give restaurants a competitive edge (Horeco, 2000). According to Belman (1996) “today, the most important thing is design and concept.” The comfortable atmosphere is very important in the restaurant (Dulen, 1998), therefore the restaurateur must invest money to improve their appearance in order to attract sociable customers who like to have new experiences (Goldstein, 1998; Soriano, 2002)
From those explanation of theories above, we can know that service quality is usually measured by how well the service delivery matches the customer's expectations. And once the service quality matches the customer’s expectations, it leads to customer loyalty.
Dave Thomas an American restaurateur and a philanthropist once said, “It all comes back to the basic. Serve customers the best-tasting food at a good value in a clean, comfortable restaurant, and they'll keep coming back.” (thomas). Everyone can agree on Dave Thomas, but I have a couple more criteria to add to his idea of a great successful restaurant. If I go out to eat I might as well pick a place that, though may be expensive, has scrumptious food because why bother going to spend money on food you can make yourself? A great restaurant has to meet three of my criteria’s: the Décor and atmosphere, impeccable service and cleanliness, and most importantly the food.
High levels of customer satisfaction will not guarantee future sales, but are more likely to result in repeat future sales than indifferent or poor customer service. Moreover, satisfied customers are more likely to try out other products/services in the firm’s range, or recommend it to friends and family. Build on customer loyalty Customer loyalty is valued highly by most businesses and can be
According to Business Studies ‘’Customer service is one of the most important ingredients of the marketing mix for products and services. High quality customer service helps to create customer loyalty. Customers today are not only interested in the product they are being offered but all the additional elements of service that they receive from the greeting they receive when they enter a retail outlet, to the refund and help that they receive when they have a complaint about a faulty product that they have paid for’’ (Business Studies, n.d).
After a long day in school and studying, every student needs a night off to just relax and enjoy a meal at a restaurant. In this modern time, some aspects of a restaurant can be the deciding choice. Many choose their restaurant of choice based on either those they are with, their personal, cultural appetite, their routine eating habits or their mood. Some of these preferences are similar yet others are the deciding differences. Two common franchise restaurants that pose differences are Applebee’s and Olive Garden. These two restaurants present their differences in environmental and food options causing a choice between them.
Therefore, examining company’s capacity and being the leader in the retail industry, it is evident that the company has embraced a quality culture. The quality culture has enabled the company to remain profitable. The high customer relations have allowed the company to constantly provide and improve its product and service quality. This means that the company’s priority is quality for the products and services they offer to its clients. The quality culture has enabled the company to be successful in the retail industry with excellent customer satisfaction ratings (Pahl et al, 2007).
According to this research the customer satisfaction and service quality is vary from different sectors. If dimension are different but customer satisfaction is same for all services and products. In this report I want to draw a conclusion to point out how relationship is different in different sectors. Here we are dealing with different organization of the same sector, the customer satisfaction is depends upon the services, product quality, delivery time etc.
Zeithaml, Valarie A, Berry, Leonard L, & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31. Retrieved April 1, 2011, from ABI/INFORM Global. (Document ID: 9401886).
Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have many skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service. However, being known for good customer service will attract customers. It will also attract customers who are usually hard to reach.
CHANGING PREFRECE depended vastly on the fast food manus. For example we can mention about SALAD. Now salad was never considered as a part of fast food menu. But with the change of taste and preference, fast food chains like Windy, Taco Bell, and McDonald have introduced SALAD into their menus. This preference is not stopping only with salads. In 2002, McDonald’s introduced great tasting new products including premium salads, n salads plus menu; Chicken McNuggets made with white meat; Fish McDippers; Chicken Selects; and new breakfast offerings like the McGriddle sandwiches. Here as a fast food chain, McDonald did not have to introduce new dishes in their menus but with the impression and image in the market analysis, of increasing demand and chan...
Customer service is constantly evolving. A few decades ago, businesses considered customer service an unnecessary expense. Now, companies view it as a competitive advantage in the marketplace. Research reveals that “80% of CEOs believe they deliver a superior customer experience, but only 8% of their customers agree”.
It's very well known that a companies success is not only dependant on the possession of a good product or service, but the key aspect to a successful business is excellent customer service. As the market grows, now more then ever companies are emerging, they are offering very similar types of products and services. Successful customer service can be a way a business becomes original and unique, it can be the key to attracting and maintaining loyal customers. Good customer service can start-up a business while bad customer service can harm a company. An average customer that experiences an issue will complaint to 9-10 people about the problem. A customer that received support to their problem and a potential solution will tell at least five
“Excellent customer service is the process by which your organization delivers its services or products in a way that allows the customer to access them in the most efficient, fair, cost effective, and humanly satisfying and pleasurable manner possible”, (Jack Speer, 2005).
Service Quality: This dimension is the last and final factor of the value it appears when the customer has made up his mind to purchase a product or service. Service quality decides the relationship between the customer and the store.
Customer Service is the act of dealing with the customers needs by giving and delivering professional, helpful, high quality service and help some time recently, amid, and after the customer's requirements are met.
The restaurant industry has become quite competitive in recent times. In an effort to cut costs restaurants are taking serious measures to improve their performance in relation to their competitors. Two of the most important steps that restaurants have undertaken in recent years are: