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The dimensions that determine the quality of services - Term Paper Example

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A business organization that has high quality of service meets clients’ expectations while growing their own economic viability and…
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The dimensions that determine the quality of services
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Download file to see previous pages There are three dimensions that determine the quality of services which are: responsiveness, empathy and assurance. This paper will describe the dimensions.
To avoid confrontations, most clients do not make direct complaints to businesses when not satisfied with their services. A more significant reason is that they are not accorded a convenient channel to complain and believe a complaint will not yield effective results in terms of a solution (Goetsch, 2010). To improve service quality and retain clients, attract new ones, and generate more business with the existing ones, service managers should encourage them to complain when things go wrong. This will clear the clients’ perception that organizations do not care to correct mistakes while demonstrating the willingness of the service providers to be helpful (Goetsch, 2010). Many organizations rely on the traditional, reactive recovery problem solving methods, where the process is initiated by the clients. However, the proactive methods where the organization initiates the process are more effective. Clients should be asked questions on how services may be improved and encouraged to use suggestion boxes and comment cards. With this approach and attitude from the providers, clients will have the comfort of knowing they are dealing with an organization that is willing to be helpful and responsive towards meeting their expectations (Goetsch, 2010). Organizations that do not display a willingness to help through effectively responding to complaints add to their service failures by failing the clients repetitively.
Business organizations need to respond to clients’ requests and complaints by providing prompt and efficient services (Bhat, 2010). Timely deliveries convey a sense of responsibility and urgency and help build a client’s confidence and encourage repeat orders. Punctual responses also demonstrate to clients that their concerns are also the organizations concerns and they are given priority ...Download file to see next pagesRead More
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