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Service Quality

Service Quality

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Published by Durga Prasad Dash

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Published by: Durga Prasad Dash on May 10, 2010
Copyright:Attribution Non-commercial

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09/27/2010

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SERVICE QUALITYSERVICE QUALITY
By: Bikash Ranjan DebataBy: Bikash Ranjan Debata
 
The objective of this lesson isto have an insight into:
Developing service quality
Features of service quality
Gaps is service quality
 
S
ervice Quality
S
ervice Quality
::--
There are many definitions of quality, and inmany senses quality is subjective. The best way to discuss about service quality is todistinguish service quality measurement fromcustomer satisfaction measurement.To many people, quality implies luxury or excellence; a Rolls Royce rather than a Ford;cordon bleu instead of fast food. However,quality can also be measured in terms of fitness for purpose, and a Ford Escort isregarded by many owners as a quality family car, while McDonalds provide a quality fast food service.

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