Service Quality Model

According to (Sasimath & Mallikarjun, 2016), quality is considered as one of the most important elements or characteristics of a product or a service, which has an impact on the customer decisions and satisfaction. The higher the requirements of the customers, the higher efforts an organisation will have to put in satisfying and meeting their needs. In consideration, the businesses are using different ways to analyse and evaluate the changing needs of their customers and market. Market analysis and customer surveys are being commonly used to find out ways to bring changes and developments in the products to ensure customer satisfaction. With the passage of time, the concept of quality has emerged and has become deeper in the field of business

As the level of competition and challenges in the business environment have increased, it has become a challenge for the business to pay attention to enhancing their quality of services from time to time. The traditional service quality models no longer fit in the complex and challenging business environment. The dimensions of service quality are linked with physical environment, people, and processes. To maintain strong relationships with the customers, it is necessary to ensure effective communication, interaction, and coordination with the customers. The nature of customer services is intangible and meeting the customer expectations require comparing the perceptions of the customers belonging to diverse backgrounds and fields. The service quality is directly associated with the encounter stage, where the business intends to meet the customer needs by influencing their willingness to purchase. It is an important stage of the decision-making process and it is critical that the service provides focus on improving their service quality from time to time. With time, different techniques have emerged, which are being utilised to measure the impact of the quality of customer services provided by the business on the customer satisfaction level and customer loyalty. It is important to bring changes and developments in the quality of service level accordingly or the business can lose customers to their direct and indirect