INTRODUCTION
‘Quality’ in a service organization is a measure of the extent to which the service delivered meets customer’s expectations because to the customer, quality is all about Meeting or exceeding their expectation.
The National quality institute web site defined quality as follows:
Quality is in the eye of the beholder. Yet we all recognize it when we
See it …… Quality is when you are so satisfied with a product or service
That you go out of your way to recommend it to other people”
There is a tendency to think of quality as being upscale, first class and
expensive. In fact, quality can be achieved at all price levels – if the need and desires of the customers are met, and exceeded.
The nature of most services is such that the customer is present in the delivery process. This means that the perception of quality is influenced not only by the service outcome but also by ‘the service processes. Reliance fresh is a store, which provides services to the customers. In this project it is estimated that to what extent the quality service is by reliance fresh and what role does the marketers play in delivering high quality goods and services to get the target customers. For research work both primary and secondary data are used. Customer to know their perceptions and belief fills questionnaire. Then in this report service quality model is explained which highlights the gaps that cause unsuccessful delivery of service. On the basis of this model five determinants of service quality are- Reliability, Responsiveness, Assurance, empathy, tangibles.
SERVICE QUALITY MODEL
The model highlights the main requirements for delivering service quality.
It identifies five gaps that cause unsuccessful delivery.
1) Gap between consumer expectation and management perception.
2) Gap between management perception and service quality specification.
3) Gap between service quality specification and service delivery.
4) Gap between service delivery and perceived service.
5) Gap between perceived service and external communication
Download Full Project Report
‘Quality’ in a service organization is a measure of the extent to which the service delivered meets customer’s expectations because to the customer, quality is all about Meeting or exceeding their expectation.
The National quality institute web site defined quality as follows:
Quality is in the eye of the beholder. Yet we all recognize it when we
See it …… Quality is when you are so satisfied with a product or service
That you go out of your way to recommend it to other people”
There is a tendency to think of quality as being upscale, first class and
expensive. In fact, quality can be achieved at all price levels – if the need and desires of the customers are met, and exceeded.
The nature of most services is such that the customer is present in the delivery process. This means that the perception of quality is influenced not only by the service outcome but also by ‘the service processes. Reliance fresh is a store, which provides services to the customers. In this project it is estimated that to what extent the quality service is by reliance fresh and what role does the marketers play in delivering high quality goods and services to get the target customers. For research work both primary and secondary data are used. Customer to know their perceptions and belief fills questionnaire. Then in this report service quality model is explained which highlights the gaps that cause unsuccessful delivery of service. On the basis of this model five determinants of service quality are- Reliability, Responsiveness, Assurance, empathy, tangibles.
SERVICE QUALITY MODEL
The model highlights the main requirements for delivering service quality.
It identifies five gaps that cause unsuccessful delivery.
1) Gap between consumer expectation and management perception.
2) Gap between management perception and service quality specification.
3) Gap between service quality specification and service delivery.
4) Gap between service delivery and perceived service.
5) Gap between perceived service and external communication
Download Full Project Report
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