Service Quality Management Essay

2511 Words Jun 15th, 2013 11 Pages
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Essay Sample: Page 2
 Provide products that are advertised as they are in the stores

 Update the web site according to the accurate information

 Provide wide variety of books. Specially make available reference books of university course modules.



• Responsiveness: Willingness to help customers and provide prompt service.

 Being friendly with customers

 Politeness.

 Response quickly to the requirements of customers

 Save customers’ time.

 Deliver online purchases on time.



• Assurance: Knowledge and courtesy of employees and their ability to inspire trust and confidence.

 Employees should have a proper knowledge and understanding about the products on the shelves and stores.

 Replace the shelves accordingly

 Employees having technical knowledge to deal with computer system.

 Knowledge of company policies.



• Empathy: Caring, individualized attention the store provides to its customers.

 Provide additional information if customer needs

Quality problems of the stores

Mr. Watson has identified several quality related problems by hearing recent incidents, thorough a customer survey and ghost shoppers.

Those problems are as follows;

1. Lack of assurance

• Student employees were not knowledgeable about what products are available, where they were located in the store.

• Lack of technical skills of student
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