Service Quality

Service Quality

Service Quality Jonathan Poland

Service Quality is determined by the value it holds for customers. This value can vary from person to person and is influenced by their individual needs, expectations, and perceptions. To gauge the quality of a service, customer surveys are often used to quantify these subjective experiences. The following are common types of service quality.

Reliability

A reliable service such as an airline that’s usually on time.

Responsiveness

A service that is responsive to the individual needs of customers. For example, a firm that isn’t locked into rigid policies when special situations arise.

Empathy & Tailoring

It is well known in the service industry that different customers prefer different styles of service. For example, some customers enjoy a personal conversation where others would prefer to maintain a distance.

Competence & Diligence

Professionals who know what they’re doing and are paying attention.

Consistency

A pleasant level of predictability such as a dish at a restaurant that tastes the same each time.

Safety & Security

A service that feels safe and secure such as a site that doesn’t lose your personal data.

Environments

The quality of environments such as a hotel room or airport lounge.

User Interfaces

User interfaces that are pleasing and productive to use.

Tangibles

Tangible elements of a service such as the quality of ingredients used by a restaurant.

Experiences

The overall intangible experience offered by a service such as a theme park that’s has a happy feel to it.

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