Wait a second!
More handpicked essays just for you.
More handpicked essays just for you.
Introduction about service quality
Introduction about service quality
Introduction about service quality
Don’t take our word for it - see why 10 million students trust us with their essay needs.
Recommended: Introduction about service quality
2.2 Third-party Logistics Third party –logistics refers to that a firm provides multiple logistics services for use by customers. And these services are integrated or bundled together by the provider. (Murphy & Wood, 2011) Based on the customers’ needs and market conditions, third party logistics provider normally provide the integrated operation, warehousing and transportation services that can be customized and scaled. For instance, the different requirements for delivery services and the different demands for products and materials can be scaled and customized for different customers. 3PL targets a particular function in supply management, such as warehousing, transportation, or raw material provision. (O'Byrne, 2011) According to …show more content…
In order to choose the suitable service quality model, several considerations have been comparing in the following table: KANO Model SERVQUAL Model Definition The Kano Model is an insightful way of understanding and categorizing 5 types of customer requirements (or potential features) for new products and services. SERVQUAL Model highlights the main components of high-quality service. It is also a quality management framework. Explanation A product or service can have three types of attribute (or property): a) Threshold Attributes: Which the customers expect to be present in a product. b) Performance Attributes: Which are not absolutely necessary, but which are known about and increase the customer's enjoyment of the product. c) Excitement Attributes: Which customers don't even know they want, but are delighted when they find them. a) The original SERVQUAL model was identified into ten elements of service quality; however these elements were collapsed into five factors in the later work, they are reliability, assurance, tangibles, empathy, and …show more content…
In additional to being a measurement model, SERVQUAL is also a management model. The SERVQUAL authors identified five Gaps that may cause customers to experience poor service quality. (Parasuraman, Zeithaml, & Berry, 1990)The five gaps are: Gap 1: between consumer expectation and management perception Gap 2: between management perception and service quality specification Gap 3: between service quality specification and service delivery Gap 4: between service delivery and external communication Gap 5: between expected service and experienced service In order to get an understanding what the gap is between the expectation of the customer and the provided delivery services by Afu Company, this SERVQUAL model will be used in this research. In addition, this model will help the researcher to develop the questionnaire for customers and answer the empirical question
Stewart, D 2002, 'Piecing together service quality: a framework for robust service', Production & Operations Management, vol. 12, no. 2, pp. 246-265.
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.
Logistics exists to satisfy customer requirements by facilitating relevant manufacturing and marketing operation. The main responsibility of logistic is the geographical positioning of raw materials, work in process and finished inventories at the lowest possible cost.
Parasuranman, A. Z. and Berry, L.L. 1991. 'Refinement and reassessment of the SERVQUAL scale'. Journal of Retailing.67 (4), 420-450.
In the following report, we will analyze different dimensions of customer needs and discuss how to satisfy customers.
Service quality is a necessary element to success in the service organizations (eg: hotel, airlines, and logistics) (Shanin and Dbestani 2010). Since its establishment in the late 1970s, the idea of service quality has become popular, business performance, cost saving, customer satisfaction, customer loyalty and service quality are influenced. . Every organization has to be very effective in order to ensure the success (Gabbie & O’Neill. 1996). During customer’s hotel stay, perceptions on service quality will only be formed when they are experiencing it. Guest will have different perceptions based on the service they have received, eg: hotel staff attitude, food and beverage, location, security and safety and others (Abbasi et al. 2010; Shahin and Dabestani 2010). To evaluate the hotel performance and also improve the quality of their services,
Outbound logistics: They are made up of centralized logistic centers to promote efficiency, global network, reduced emission of CO2 by 22% to ensure ecological sustainability and lastly to improve customer service.
While there have been no studies focusing exclusively on reliability, past SERVQUAL research shows it to be an important influence on customer perceptions of service quality in different settings. Zeithaml, Parasuraman, and Berry (1990) found that customers ranked reliability as the most important criterion in judging service quality regardless of service industry. Participants also discussed their experiences with staff, helping them find missing materials.... ... middle of paper ...
of service. In the research of Lewis & Mitchell (1990), they explained that This tool has the highest reliability for measuring the quality of service at present. Corresponding to the research conducted by Nyeck, Morales, Ladhari, and Pons (2002), they claimed that SERVQUAL is perfect for understanding and measuring the quality of service (Nyeck et al., 2002).
The Service Management Excellence is not a short term phenomenon. It provides principles and techniques that will endure in the long run. Excellent service is not a yoke; it is imbedded in the way exceptional organizations ...
The Council of Supply Chain Management Professionals (CSCMP) defines logistics as “…that part of supply chain management that plans, implements, and controls the efficient, effective forward and reverse flow and storage of goods, services and related information between the point of origin and the point of consumption in order to meet customers’ requirements.” The main fields within logistics include:
Zanjirani F., Rezapour, S. & Kardar, L. (2011) Logistics operations and management concepts and models, 1st ed. London ; Elsevier.
(Parasuraman, Zeithaml, & Berry (1985) identified ten determinants of service quality that may relate to any service: reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding, knowing the customer, and tangibles. Later these were boiled down to five: tangibles, reliability, responsiveness, assurance & empathy (Parasuraman, Zethaml & Berry 1988) .
Gronroos (1982) introduced a service-oriented approach with perceived service quality theory and total perceived service quality model. The research was based on consumer behaviour and performance expectations’ effect on post-consumption assessments. It stated that there will be good perceived quality when the expected quality meets the customers’ expectations. It also said that the expected quality is a combination of factors such as word of mouth, firm image, price, customer needs and values. The customers’ needs as well as values determine customer’s choice and have an impact on expectations. Thus, the total perceived quality level is not simply determined by the technical and functional quality dimensions but by the gap between the expected and perceived quality.
Efficient Logistics helps marketing to satisfy customers. Some argument claim that logistics is a considerable cost of business because it increase the prime cost and price that may decrease the demand, which may decrease the overall profit. However, logistics can have a positive effect on satisfying customers and achieving marketing goal. Because efficient logistics among manufacturers, retailers and customers can reduce delivery time and provide customers better purchase experience especially in e-business, which is useful to built customer loyalty and satisfy customers’ needs (Lacoma [no date]). In addition, according to CSCMP’s definition, logistics includes “control the efficient and effective forward and reverse flow and storage of goods,”