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How can we improve service quality

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How can we improve service quality

  1. 1. Chapter 12: Designing and managing
  2. 2. How can we improve service quality? By: Kartik Singla Indian Institute of Technology(BHU), Varanasi
  3. 3. Companies have to be careful about the factors which lead to customer switching:
  4. 4. There are two factors which help in managing service quality: Managing customer expectations. Incorporating self-service technologies.
  5. 5. Managing customer expectations “Customers tend to form service expectations from many sources like past experiences, word of mouth and advertising.”
  6. 6. Customer expectation Management perception Service- quality specification Service delivery External communica- ion Gap Gap Gap Gap Gap
  7. 7. “ Any marketing activity which aims to narrow down these gaps can help solidify a customer-service relationship.”
  8. 8. Incorporating self- service technologies Consumers value convenience in services and many person to person services are being replaces by self-service technologies.
  9. 9. Customers must have a clear sense of their roles in the self- service technology process, must see a clear benefit and must feel they can actually use it!!!
  10. 10. “These slides were prepared by ‘Kartik Singla’ as a part of an internship done under ‘Prof. Sameer Mathur’ (www.IIMInternship.com).” Disclaimer

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