Essays on The Relationship Between Quality of Service Given and Customer Research Paper

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The paper “ The Relationship Between Quality of Service Given and Customer” is an excellent example of the research paper on marketing. In the modern world, service quality is receiving high attention owing to its relationship with costs, the level of financial performance where the customers will be satisfied, and the retention of customers. Depending on the circumstance of application quality will have different meanings. A number of scholars have given different definitions to the word quality with Deming (1982) defining it simply as being predictability; fitness of use was the definition is given by Crosby(1984) while (Feigenbaum, 1945) definition that quality was the opinion given by the customer. The definition of quality has its roots in the manufacturing sector, but there was a clear foundation on the definition and quantification of service quality in the 1980s championed by Grö nroos, (2000) and Parasuraman et al.

(1985) who were among the pioneers in the defining and development of service quality. It has been observed that defining service quality is much more challenging in comparison to product quality definition. This comes about as a result of service being associated with features that are considered to be unique including inseparability, heterogeneity, and intangibility (Chang and Yeh, 2002).

Faced with the challenge of overcoming the limitation, Parasuraman was able to define quality in satisfactorily by giving a definition that was highly compressive. In the research field, there are numerous definitions that have been given for service quality with Mensah (2010) pointing out that functional and technical quality are components that are to be incorporated in the definition. Technical quality is what is provided by the provider of service in the course of the provision of the service while functional quality refers to the manner in which the service is provided by service provider employees.

According to Parasuraman et al. ( 1988), service quality is the difference between what the customer expects and what the customer perceives to be the actual service being provided. Service quality is the extent of customer satisfaction relative to their expectation with the services provided to them (Kotler, 2012).

References

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Crosby Philip B(1984). Quality without Tears: The Art of Hassle Free Management, New York, McGraw-Hill

Deming WE (1982). Out of Cruses, Cambridge, Mass MIT Center for Advance Engineering Study.

Feigenbaum AV (1945). Quality control: principles,practice and administration; an industrial management tool for improving product quality and design and for reducing operating costs and losses, McGraw-Hill industrial organization and management series, New York, McGraw-Hill

Grönroos, Christian (2000). Service Management and Marketing: A Customer Relationship Approach.Chichester: John Wiley.

Hazlina (2011). Impacts of service quality on customer satisfaction: Study of Online banking and ATM services in Malaysia, Int. J. Trade. Econ. Fin. 2(1).

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Lee MC (2000). The determinants of perceived service quality and its relationship with satisfaction, Journal of Services Marketing, Vol. 14, No. 3 2000, pp. 217-231

Mensah (2010). Customer Satisfaction in the banking industry: A comparative Study of Spain and Ghana Unpublished PhD Dissertation

Parasuraman A, Zeithaml VA, Berry L (1988)."SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality", J. Retailing.64: 12-40.

Sulieman (2011) Banking Service Quality Provided by Commercial Banks and Customer Satisfaction ,American Journal of Scientific Research, ISSN 1450-223X Issue 27(2011), pp. 68-83

Ting DH (2004). Service Quality and Satisfaction Perceptions: Curvilinear and Interaction Effect, The Int.J. Bank. Mark. 22(6): 407 – 420.

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