Topic 4 service quality.ppt – TOPIC 4 SERVICE QUALITY Introduction Some service firms differentiate themselves in the marketplace by offering a | Course Hero

Quality in Services



Quality is defined as the totality of features and

characteristics of a product



Good or service that bears on its ability to satisfy

given needs



Quality assurance refers to, in a broad sense, any

action directed toward providing consumers with

products (goods and services) of appropriate quality



It is preventive in nature. Everybody is responsible

for:



Studying and improving the process for which he/she is

responsible



Inspecting his or her output



It ensures errors and waste are reduced



Many service organizations such as airlines, banks and

hotels have well developed quality systems