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Week 3: TQM Leadership and Customer

Who Is the Customer? What Are His or Her Needs? (graded)What are the dimensions of service quality? How do these dimensions affect customer perception? How do the quality dimensions, as defined by David Gavin, relate to the dimensions of service quality?

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Responses are listed below in the following order: response, author and the date and time the response is posted. Expand All Sort by Read/Unread Response Author Date/Time Mark as Read Who Is the Customer? What Are His or Her Needs? Rashmikant Govani Email this Author5/17/2015 3:45:03 PM Dimensions of service quality refers to what attributes should be present in the offerings of the service provider so as to make services better as per the requirements of the customers and to make them satisfied and loyal towards the company. The five dimensions are defined by RATER model:

Reliability: this states that service provider should perform the services asper their promise to customers with accuracy

Assurance: service provider should build trust and confidence about the service and company in the minds of the customer

Tangibles: since services are intangible therefore some tangible evidence should be added along with the services

Empathy: company should provide personal attention toward their customers and give individual attention so that they can feel associated not neglected.

Responsiveness: company should be willing to help their customers whenever required with a prompt solution to the problem or need

A customer makes the perception on being how they treated and how they are served. Sometimes customer also receives information through various other sources and on the basis of information perception about the services are being made or decided whether services are of quality nature or not.David Garvins dimensions are Performance, Features, Reliability, Conformance,Durability, Serviceability, Aesthetics, Perceived quality which are related with the service quality dimensions as these are also focusing on how the services should be delivered and what are the various features that attract the customers towards the service provider or how to reduce a gap between perceived and expected services so that competitive edge can be built. Mark as Read RE: Who Is the Customer? What Are His or Her Needs? Sergio Guevara Email this Author5/17/2015 6:28:51 PM Most dimensions of quality and the customer’s pursuant sense of satisfaction arenot permanently established at the time of exchange (transaction point). As the provider maintains post-transactional control over certain dimensions, it is possible to manage the customer’s perceptions of quality and value received and therefore, of satisfaction. Dimensions of Quality Quality has traditionally been viewed as: 1) conformance to requirements (11);2) fitness for use (24); and 3) innate excellence (28). In 1987, Garvin suggested that product quality is not a single recognizable characteristic; rather, it is a multifaceted characteristic that appears in many forms. He

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