Service quality Business & Marketing Essay Research (Essay Sample)

Service Quality Management Reflection
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Businesses that offer services have to come up with ways to measure customer satisfaction. Measuring the quality of services differs from measuring the quality of goods in several aspects. Goods are tangible, and various attributes can be measured such as weight, color, packaging appeal among others. Services, on the other hand, involve an intangible experience by the customer that is difficult to standardize or quantify. Nevertheless, a firm has to manage the quality of its services to ensure customer satisfaction and drive its sales, revenues, and profits.
The quality of service is best evaluated by examining a customer's expectations and the service performance. Service Quality Management (SQM) involves managing the quality of services delivered to customers relative to their expectations. This process requires identifying the customer’s expectations and comparing them with how they perceive the service rendered to them (Sallis, 2014). If there are gaps between these two concepts, there is room for improvement regarding the quality of the service. SQM identifies problems in the service delivery system and comes up with solutions necessary to improve quality in future and consequently increase customer satisfaction.