Service Quality

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Category: Business and Industry

Date Submitted: 11/24/2013 07:20 AM

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Service providers want to know what customers (internal or external) care about. Service quality is a good guess. Price, and to a minor degree product quality, also count but for service providers, customers care most about service quality.

The 5 Service Dimensions All Customers Care About.

The five SERVQUAL dimensions are:

TANGIBLES-Appearance of physical facilities, equipment, personnel, and communication materials

RELIABILITY-Ability to perform the promised service dependably and accurately

RESPONSIVENESS-Willingness to help customers and provide prompt service

ASSURANCE-Knowledge and courtesy of employees and their ability to convey trust and confidence

EMPATHY-Caring, individualized attention the firm provides its customers


Service quality is when a business, organization, company or individual get or compare the attained performance with the set targets or expectations. Produced output or services should be able to meet client satisfaction. For example at McDonalds, good customer service is a paramount responsibility of everybody in the company making it a mandatory role for every employee to provide good service.

What We Do

Offering Quality Food, Healthy ChoicesMcDonald’s is committed to providing the highest quality food and superior service, at a great value, in a clean and welcoming environment. That’s why we work with our employees, franchisees, and suppliers to serve a balanced array of food choices and provide the nutrition information needed for customers to make sound decisions.At the restaurant level, McDonald’s is focused on energy conservation, sustainable packaging, and waste management. We are dedicated to innovation and improving our operations in order to build an even more sustainable, environmentally friendly, and profitable business. And we will continue to reoptimize our menu, modernize the customer experience, and broaden accessibility to our brand, so that consumers will always enjoy the maximum McDonald’s...