Service Quality and Its Impact on Customer Loyalty

Prepare and submit a term paper on Service Quality and Its Impact on Customer Loyalty. Your paper should be a minimum of 3250 words in length. The systematic process is Total Quality Management (TQM) which ensures long-term success through customer satisfaction through improved processes, services, products and the organizational cultures of the organization (Rust, & Oliver, 1994). Another systematic process is the Continuous Quality Improvement (CQI) which aims at improving the workplace environment by placing most emphasis on productivity improvement and simplification of work (Hernon, 2010). As a matter of fact, maintaining a business no longer exists as the main priority for most organizations, experiencing growth and development has become essential for any company or organisations that wishes to achieve a sustainable future. Schneider, B., & White, S. S. (2004) and Hernon, & Whitman, (2001) postulates that Service quality is essential in improving customer care, making marketing more effective, improving efficiency in service delivery and most importantly in training and development of staff skills and professional development.Analyzing the service quality of an agency enables the organization to perform in its peak condition and produce favorable outcomes. This involves employing different systems that have been proved to be effective like quality management whose benefits can only be realized correctly applied. This is mainly based on the ability of the organization to have a proper understanding of shared goals and beliefs as regards the individual roles which contribute towards achieving the overall organizational goals and vision. Consequently, it is important that we appreciate the fact that irrespectively of the size of the organization, continued success is to a large extent dependent on the quality of services offered.Kumar, & Meenakshi (2010) postulates that service quality is the gap between the customer’s expectations of service and the customer’s perceptions of the service received. While quality may be broad in the meaning, proper understanding of what quality entails.

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