Question

Explain how the gap between service quality standards and customer expectations can occur. How can it be avoided?

Answer 1

The business or service provider generally fails to properly test what the customer needs and wants. This interaction often occurs because workers and managers have insufficient communication. Business division is incomplete. The result of this gap is insufficient research on the market. For example- a caféoner may feel that the customer needs coffee and food in a better environment in the cafe, but this worries the consumer more.

If the manager or service provider knows correctly what the customer wants but cannot set standards of efficiency. This may be due to poor business design, insufficient physical evidence, non-systemic implementation of new services. The restaurant manager, for example, may request the waiter to place a customer order to the waiter without specifying "how soon", such inequality may occur for workers. This may be due to poor schooling, disability or unwillingness to meet specified levels of service. This may be due to incorrect methods of measurement and compensation. The main explanation for this disparity is poor recruitment.

This disparity can be caused by the failure of supply and demand. There is also no democracy, concentrated control and structure. An example might be a restaurant with very strict food requirements, but restaurant staff may not be well educated on how to follow them.

The following drawbacks should be avoided:

• With data study, issue analysis and consumer group etc., it is very important to understand customer preferences.
• Improving the contact and controlling the rate between the two with the contact person.
• Ensure that top management demonstrates a strong dedication to customer-defined service.
• Determine clearly defined, practical and specified quality of service goals to meet customer needs.
• Explain to workers which activities affect productivity and which should be exposed.
• Determine clearly defined, practical, and specified quality of service goals to meet customer needs.