Service Quality and Global Trends in Customer Service - Desklib

CUSTOMER SERVICE

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................3
MAIN BODY..................................................................................................................................3
SERVQUAL model.....................................................................................................................3
Presenting Global trends..............................................................................................................5
Recommendation.........................................................................................................................6
CONCLUSION................................................................................................................................8
REFERENCES................................................................................................................................1

INTRODUCTION
Consumer services are concerned with the interaction between the people and dealers.
The organization deliver services to the consumer in order to generate profit and acquire the right
place in the market (Mei, Dean, and White) With the assistance of consumer service the
organization is capable of providing services in the marketplace.
The present report will examine the service quality with particular dimension and gasps
in context of the organization Hotel Shangri la which is leading the market since many years.
Furthermore, the report will highlight the role of global trend in consumer behaviour that
encourage the customers.
MAIN BODY
SERVQUAL model
It refers to the model which is utilized for examine or to measure the quality of the service.
The model include the on consumer expectation or the requirement. It give assistance in building
up the gap between the consumer needs and wants. In the SERVQUAL framework five
dimensions involves which paly vita role in fulfilling the demand of consumer (Puri,. and Singh,
2018). The organisation considered this tool for consumer satisfaction.
The five dimensions are mention of model below:
1. Tangible: it refers to physical appearance of the commodity or the facilities, gear,
employees and communicational substantial. In order to deliver the best service the
organisation utilized various tangible service to satisfy the consumer like the hotel
delivered best food and beverages to the clients. The organization provide finest dinning
to the victors in order to satisfy them. Along with the exclusive service the hotel provide
amazing quality of drinks which is offered by the bartenders of company.
2. Reliability: it is concerned with service which the organization promise to deliver the
visitors to increase the satisfaction of consumer. The organisation promised to deliver the
best services in the area. The organisation assurance the consumer to deliver the safety
issues to the visitor and company is able to maintain the words. The organisation
responded the requirement of consumer. The employees asked several question in order