Service Quality is Customer’s Expectancy

Abstract

                 Currently, the key success factor for an organization is quality service because it is what makes a difference in company's products and adds value to the business.  At present, customers have higher expectations and value requirements from the service they render more than the money they spend.
In this regard, the level of satisfactions will depend on service quality provided to customers or service users. In addition, customers expect that they would receive a good service. Hence, a service provider needs to have service mind in order to meet customers' requirements and to create highest satisfactions which are fundamentally effectiveness and assistance in their problems. Thus, service provider would create a good impression on their customers if they can provide fast and effective service as well as find solutions for their problems.

                 There are several factors which stimulate organization to continuously improve its service quality. The first factor is competition for survival of the company.  The second factor is changes in attitudes, preferences or needs of service users which company needs to constantly meet with. The third factor is the customers' expectations that they will receive better service every time. Moreover, organization needs to continuously improve its businesses in order to comply with stipulated environmental standards and auditing organizations as well as impact on surrounded communities.

                 Thus, the service provider needs to define procedures and standards of service quality to maintain high service quality level and consistency provided to customers. The objectives are to create customer satisfaction, customer loyalty and stimulate customers to reuse the service.