服务组织在印度正面临着激烈的竞争在全球市场,因为印度经济的自由化和全球化。因此,它有助于服务组织了解客户服务质量感知为了战胜竞争对手,吸引和留住客户。因为印度经济的全球化和自由化,印度服务业跨国公司已经打开了。为了克服竞争和保持世界一流的服务标准,印度公司被迫采取质量管理程序。Nerurkar(2000)分析了SERVQUAL维度在印度和得出结论,服务质量应成为所有客户保留策略的基础。服务被定义为:活动,参与生产无形产品在教育、娱乐、食宿、交通、保险、贸易、政府、金融、房地产、医疗、咨询、维修和保养等职业。质量已成为一种战略工具获取操作的效率和改善业务性能
这也适用于服务行业。一些作者讨论了独特的质量服务公司的重要性,展示了其积极的与利润之间的关系,增加市场份额,投资回报,客户满意度和未来购买意图(锈和奥利弗,1994)。这些研究的一个显而易见的结论是,公司以优质的产品比那些质量低劣的产品营销。
服务质量可以简明地定义为客户的个人经验与服务提供者。服务质量发挥着越来越重要的角色在当前环境中,没有进一步的范围以外的企业差异化服务提供的质量。比竞争对手提供优越的服务质量是任何组织的成功的关键。但是,公司面临的困难测量的质量为客户提供的服务。因为不像测量货物的质量,提供的服务质量的测量公司困难是由于服务的三个特色viz.无形,异质性、不可分离性。因此唯一的方法测量服务提供者提供的服务质量的测量是顾客对服务质量的认识他们正在经历从服务提供者。
加拿大市场营销论文代写:服务组织
Service organizations in India are facing tough competition in the global market because of liberalization and globalization of the Indian economy. Hence, it is helpful for service organizations to know the customer service quality perceptions in order to overcome the competitors and attract and retain the customers. Because of the globalization and liberalization of Indian economy, Indian service sector has been opened for Multinational companies. In order to overcome the competition and to retain the world class service standards, Indian companies have been forced to adopt quality management programs. Nerurkar (2000) analyzed the SERVQUAL dimensions in India and concluded that service quality should form the basis for all customer retention strategies. Services are defined as: the activities, which are involved in producing intangible products as education, entertainment, food and lodging, transportation, insurance, trade , government, financial, real estate, medical, consultancy, repair and maintenance like occupation. Quality has become a strategic tool for obtaining efficiency in operations and improved business performance
This is true for the services sector too. Several authors have discussed the unique importance of quality to service firms and have demonstrated its positive relationship with profits, increased market share, return on investment, customer satisfaction, and future purchase intentions (Rust and Oliver, 1994). One obvious conclusion of these studies is that firms with superior quality products outperform those marketing inferior quality products.
Service quality can be concisely defined as the personal experience of the customer with the service provider. Service quality is playing an increasingly important role in the present environment where there is no further scope for the companies to differentiate themselves other than the quality of the service provided by them. Delivering superior service quality than the competitors is the key for the success of any organization. But, the companies face difficulties in measuring the quality of services offered to the customers. Because unlike measuring the quality of goods, the measurement of the quality of services offered by the companies is difficult due to the three unique features of services viz. intangibility, heterogeneity, and inseparability. Hence the only way of measuring the quality of services offered by the service provider is the measurement of the customer's perception of the quality of service they are experiencing from their service providers.
